Forum Discussion

TLOGIC1's avatar
TLOGIC1
Tuning in
3 months ago

Netflix Issue

Hi, 

I recently switched from Sky to Virgin as they were offering a good deal. When I signed up, I signed up to Netflix Premium, this is clearly stated in the contract documents, but I've been signed up to Netflix Standard with ads? Has anyone else had this problem and how can I resolve this? 

Thanks

1 Reply

  • Buffer6's avatar
    Buffer6
    Legend
    3 months ago

    It seems like you're not alone in facing this issue. Many Virgin Media customers have reported similar problems with discrepancies between the Netflix plan promised during sign-up and the one actually provided.

    Here’s what you can do:

    1. Contact Virgin Media: Provide them with the contract documents that clearly state Netflix Premium. Be firm in requesting a resolution.
    2. Escalate if Necessary: If the initial customer service representative cannot help, ask to escalate the matter to a supervisor or manager.
    3. Check the Virgin Media Community Forums: Other users have shared their experiences and solutions. For example, you can find discussions like this one Netflix Premium issue | Virgin Media Community - 5449307 or this one Netflix Issues - Unable to upgrade to Premium | Virgin Media Community - 5580084 where users have faced similar issues.
    4. File a Complaint with Ofcom: If Virgin Media doesn’t resolve the issue, you can escalate it to Ofcom, as misleading practices go against their regulations.
    5. Document Everything: Keep a record of all communications, including emails, chat transcripts, and call logs.