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TLOGIC1's avatar
TLOGIC1
Tuning in
2 months ago

Netflix Issue - bait-and-switch tactic

 

Hi

I recently switched from Sky to Virgin due to a better deal they were offering. As part of my sign-up, I opted for Netflix Premium, but I’ve been placed on the Netflix Standard with Ads plan instead. The contract documents I received by email clearly state Netflix Premium, but when I checked the online version of the contract, it’s not mentioned.

Has anyone else encountered this issue? Any advice on how to get it resolved? Feels like Virgin Media are playing the  classic bait and switch tactic

 

Netflx

3 Replies

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  • Buffer6's avatar
    Buffer6
    Legend
    2 months ago

    It sounds like you're dealing with a frustrating situation. You're not alone—there have been similar complaints from Virgin Media customers about discrepancies between promised Netflix plans and what they actually receive.

    Here’s what you can do to address this:

    1. Contact Virgin Media: Reach out to their customer service team and provide evidence of the email stating Netflix Premium. Be firm but polite in requesting a resolution.
    2. Escalate the Issue: If the first point of contact doesn’t help, ask to escalate the matter to a supervisor or manager.
    3. File a Complaint with Ofcom: If Virgin Media doesn’t resolve the issue, you can file a complaint with Ofcom. They have rules against misleading practices like bait-and-switch tactics.
    4. Document Everything: Keep records of all communications, including emails, chat transcripts, and call logs. This will be helpful if you need to escalate further.
    • TLOGIC1's avatar
      TLOGIC1
      Tuning in
      2 months ago

      Thanks for your reply and helpful advice.  I hoped it's resolved quickly but something tells me thats wishful thinking. If they don't honour what was promised I'll be demading cancelling of services including refunds for breach of contract, but hopefully it won't come to that.  

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 months ago

        Hi TLOGIC1 

        Welcome to the Community Forums. 

        Sorry to hear of your concern with Netflix on your contract. We can see on the system on our side that you've already been in touch and look to have this resolved. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.