Contract renewal Netflix downgraded!

[Effyrara]

I've just renewed my contract. Virgin offered a like-for-like package (which includes Netflix Premium) with an offer attached to a price similar to what I'm paying currently.

I had an email confirming the renewal, but my account online does not show any details of this change. I've now received an email from Netflix saying my account has been downgraded to Netflix's standard with ads. It clearly stated in my contract approval that Netflix Premium was included. Has anyone else had this problem and got it sorted??

[Effyrara]

I've just had exactly the same issue! Did you get it sorted?

[Effyrara]

I've just had the same after accepting a new renewal too on exactly the same package i'm currently on!

[Matthew_ML]

Hi Effyrara, thank you for reaching out and I am sorry to hear you are having some Netflix issues.

When you say downgrade, what has happened?

Have you done a renewal or anything recently?

Our Netflix offerings have recently changed, so only Netflix standard with ads is included with our package now unless it states differently on your contact confirmation. 

[Beth_G]

Hi Effyrara

Thank you for your post, welcome to the forums.

I can see that Matthew has just responded to you from another thread, so we'll continue to respond from there to avoid any confusion or duplicate conversations.

Thanks,

[Effyrara]

This has happened to me too, but it clearly states in my renewal quote Netflix Premium (which is what i am paying in my current contract.

If this is incorrect on my contract I would like to cancel my renewal as I have been misled.

Thanks

[Effyrara]

Hi Matt

Yes I recently did a renewal and on the new contract it clearly states Netflix Premium as part of my package, which I had on my original contract. 

Thanks

Steph

[philnixon]

Exactly the same here.  Forum team claim there is nothing they can do about it.  Looks like a massive mis-selling scandal might be on the cards!

[Beth_G]

Hi Effyrara

Apologies for the confusion but it looks like your response has been moved to this thread, so I'll continue to assist.

I've popped you a PM so I can take your details and look into this for you.