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Netflix Issues - Unable to upgrade to Premium

adhides
On our wavelength

Hi there,

I renewed my contract with Virgin Media yesterday (that was long day with support - 4+ hours) - new contract officially starts today (22nd). In the pre-contract documents I could see it stated 'Netflix Standard with adverts', I believe I had 'Netflix Standard' on the previous contract - not an issue as was going to upgrade to 'Premium' anyway. When I  queried the agent on this before confirming the contract, I was told I could go through the process to upgrade to 'Premium' via the website as I have done before. 

When going through that process today and selecting Netflix 'Premium' from the Entertainment Services section on the Virgin Media website, it seems to go through OK, I check my Netflix account, and it had also changed to 'Premium' and I have received the emails confirming the plan change. However, after 2 minutes it downgrades back down to 'Standard with adverts', I go through the process again and it does that same thing - downgrades me.

If I try updating via Netflix, it emails me to say it has been declined by Virgin Media and to go through the Virgin Media to upgrade. 

adhides_1-1729596069962.png

Now when I try to upgrade via the Virgin Media website to Netflix 'Premium', the option is not there to select.. Sigh.

adhides_0-1729596016326.png

I have spoke to an agent who says to speak to Netflix, Netflix advise to speak to Virgin Media. I am just going in circles here and would appreciate if anybody has had any successful in resolving similar?

Thanks!

6 REPLIES 6

John_GS
Forum Team
Forum Team

Hi @adhides 

Thanks for posting and welcome back to the community. Sorry for the confusion on this.

If you look at your current products screen, can you advise us what does it currently show for Netflix Premium?

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

adhides
On our wavelength

Hi John, thank you for reaching out to me. I tried again today in case it was a hangover from the renewal. Unfortunately, it's still the same;

adhides_0-1729678579165.png

Browsing to Entertainment Service and selecting Manage Netflix, it's show Netflix Standard with adverts (Netflix Premium has appeared again - it did go missing yesterday);

adhides_1-1729678579167.png

I select Netflix Premium and click Confirm, it then shows my plan as successfully changed;

adhides_2-1729678579167.png

Selecting Done, however it still shows Netflix Standard with adverts but I do get an email from Netflix to confirm the plan has changed to Premium as well as an email from Virgin Media confirming the change;

adhides_3-1729678579172.png

 

adhides_4-1729678579172.png

 

adhides_5-1729678579174.png

2-3 minutes after those emails confirming the change to Netflix Premium, I get another email saying my plan has been changed back to Netflix Standard with adverts with Virgin Media showing the same on the website;

adhides_6-1729678579176.png

adhides_7-1729678579181.png

adhides_8-1729678579182.png

 

This is where I am getting stuck in a loop.

Thanks - I'll send you a PM now to assist further

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Hi John, 

Could you please also contact me via DM as having the exact same issue after swapping Sky for VM and having my Netflix as part of my package 

Thanks

Just to let you know John waved his magic wand and resolved my issue - I had to wait another 24 hours before it finally stuck to the Premium plan (thank you John!). 

Hi @adhides 

Great to hear this update 🙂

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill