Forum Discussion

Greenpalmer's avatar
Greenpalmer
Dialled in
2 months ago

Renewed Existing Contract - Now Netflix with Ads, not Standard

Hi, a couple of days ago I renewed my existing contract which included Netflix Standard - without ads - but this morning I received an email from Netflix saying that "you’re now getting the Standard with adverts plan through Virgin Media."

At no point during the contract renewal process did it mention anything about downgrading Netflix.

I have checked the new contract docs and both specify Netflix Standard, not Standard with adverts.

Therefore it seems that Virgin has broken the contract just agreed.

Please reinstate Netflix Standard - without ads - so that the contract is complied with.

 

  • japitts's avatar
    japitts
    Very Insightful Person
    2 months ago
    Greenpalmer wrote:

    I have checked the new contract docs and both specify Netflix Standard, not Standard with adverts.

    Can you post a screenshot or photo of this?

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    2 months ago

    Hi Greenpalmer, thank you for your post.

    We're sorry to hear about what's happened 😔

    After signing in to your Netflix account, are you being given the option to change your plan to Standard? Advice on how to do so can be found here. 

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

  • Greenpalmer's avatar
    Greenpalmer
    Dialled in
    2 months ago

    Daniel - I think you have missed the point.

    I did not change my Netflix option, Virgin did, despite agreeing a contact specifying Netflix Standard without ads only a couple of days previously.

    Therefore it's down to Virgin to change it back to what was agreed in the contract between us.

    I notice that there are many other posts complaining of exactly the same duplicity on here.

    • japitts's avatar
      japitts
      Very Insightful Person
      2 months ago
      Greenpalmer wrote:

      I did not change my Netflix option, Virgin did, despite agreeing a contact specifying Netflix Standard without ads only a couple of days previously.

      It would strengthen your case if you can post proof of this to this forum thread.

  • Greenpalmer's avatar
    Greenpalmer
    Dialled in
    2 months ago

    I don't need to do this - Virgin has all the information - and I would rather not post my personal details on a public forum.

    • japitts's avatar
      japitts
      Very Insightful Person
      2 months ago
      Greenpalmer wrote:

      I don't need to do this - I would rather not post my personal details on a public forum.

      That's upto you. But it's commonplace for VM staff on this forum to request copies of the documentation referred to in these scenarios - just redact any personal details.

      Anything identifiable wouldn't pass moderation for public view in any case.

    • japitts's avatar
      japitts
      Very Insightful Person
      2 months ago

      Greenpalmer 

      You'd redacted your account details and monthly contract price, but not your email address.

      • Greenpalmer's avatar
        Greenpalmer
        Dialled in
        2 months ago

        Yes I realised that straight after posting it but I couldn't see any way to edit it or delete it.

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      2 months ago

      Hi Greenpalmer thanks for your reply and additional screenshot.

      Please let me look into this for you, I'm going to send you a PM so I can look to resolve this for you.

      Kindly expect the PM to arrive shortly and respond directly when you can!
      Many thanks

  • Greenpalmer's avatar
    Greenpalmer
    Dialled in
    2 months ago

    Just to tie up a loose end here - Tom_W1 did sort this and Netflix Standard (without ads) has been restored and no additional charges made to the existing contract.

  • Greenpalmer's avatar
    Greenpalmer
    Dialled in
    19 days ago

    Well I have just received my latest Virgin monthly bill and guess what - they have charged me for Netflix standard. Both backdated and a new monthly charge.

    This is completely unacceptable and is a breach of contract by Virgin.

    Please reverse these charges and ensure that they do not occur again.