Can't upgrade Netflix to Premium package

[paulborrett]

Am hoping someone from Virgin can respond and help me here.    I've searched the forums and it's clear that this is an issue that many people have had previously, but unfortunately Virgin tech support online simply refuse to help and deal with the issue.   

When I go to the Netflix website and try to upgrade my package to Premium, it does so for 5 mins before downgrading it back to Standard.   I get the email:

Your plan change has been declined
Unfortunately, Virgin Media didn’t approve your plan change because they need you to contact them to get your plan change approved.
We've moved you back to your previous plan for the moment, but please contact Virgin Media to resolve the issue.

When I try to upgrade via the Virgin website I simply get: Sorry, something’s gone wrong! We’re having some technical issues. Please try again later.

Am getting very frustrated with the situation, as we are off on hols in the next day or so, and the family want to download across multiple devices.   This was always really easy before, until I renewed my contract with Virgin about 6 weeks ago.

Help, please!

Thanks
Paul

[Megan_L]

Hi PaulbBorrett,

Thanks for your post and welcome back to our Community Forums 😊

Sorry you're having issues upgrading your Netflix tier to Premium. Can I ask if your current Media package includes a free subscription to Netflix?

I've also found a Forum post that might be along the same lines as yours which has been resolved 👉 Netflix Premium Upgrade - Want to have a look and let me know if that's the same issue you're having? 

Thanks,

Meg

[Martin44]

Paul,

I had exactly the same issue.  It appears that when you switch your netflix account to virgin it will ALWAYS switch to a standard plan (free).  Even though you get an email saying it was declined - if you log into your netflix account or your MyVirginMedia account it will show you as on a standard netflix plan billed by VM.

If you log into MyVirginMedia on a desktop (not a mobile) you can click on Entertainment Services then Manage Netflix then upgrade to premium.  

Well that is the theory - when I do this there is an error message saying technical issue, try again later. I wonder how long Ill need to keep trying !!!

[Martin44]

Just to keep this strand active and possibly get the attention of VM problem solvers - it seems that the "technical issues" that are preventing us from getting netflix premium have been ongoing for at least a week.

When will we be able to get netflix premium through VM.?

If the answer is never (which I suspect),

how do we refuse the free netflix access and switch back to a contract directly with netflix so we can enjoy the premium plan.?

[Kath_F]

Hi Martin, 

Thanks for taking the time to post about your issues relating to upgrading to Netflix premium. 

There isn't a known issue relating to this and we have many customers who have upgraded with no issues. 

Any time you upgrade, it does need to be done via My VM though and not via Netflix directly. As you're getting an error when trying to do it, please try deleting any cache and cookies on the browser and trying again. It's also worth trying to use another browser. 

If you still get the same error, please try via the VM app instead. Keep us posted on how you get on. 

Thanks,

[Martin44]

Katherine,

Thanks for responding.  I have used chrome and edge, before and after clearing caches and cookies and in private windows. It is consistently giving the same error.

It is not possible to try through the VM app, it doesn't have the option to manage your netflix account. Unless you are not referring to the "MyVirginMedia" app

[Kath_F]

Hi Martin44, 

Thanks for coming back to us on this. 

Checking on a test account, it is allowing the upgrade and downgrade of the premium plan so I'm unsure why it would not allow you to complete this. 

I have sent an email over to the back office teams who deal with Netflix to see if this is something they know of. Once I hear back, I'll pop back here with an update. 

Thanks, 

[paulborrett]

Thanks for responding.   My current (and previous) packages both included Netflix standard.   Previously I was able to upgrade to Premium now and again, and downgrade - useful for things like family holidays where everyone wanted to download to multiple devices before travelling.

That option suddenly now isn't available again - and from the other messages here it seems like this is a far from isolated incident.

[paulborrett]

Kath, until my recent account renewal I was able to upgrade / downgrade through Netflix multiple times.   If it's really the case that this isn't possible any longer, I'd suggest you align with Netflix to remove the option through their website.

[Beth_G]

Hi paulborrett

Thanks for your response - I will drop you a private message so I can see what's happening. I'm sure I will be able to get the changes pushed through for you.

Thanks,