Netflix downgraded from premium upon renewal

[shaunh2016]

Rather than start another thread about the same thing - I have also just had exactly the same thing happen.  I accepted an offer on line to continue the same package as I had.  The pre-contract documents show "Netflix Premium" buy the new contract says "Netflix with Ads".  Really not happy with this. Could someone on the Virgin side take a look please? 

 Thanks 

[Paul_DN]

Hi shaunh2016,

Thank you for reaching out to us in our community and welcome back, it's been a while, hope you've kept well, sorry to hear the Netflix package which shows on your contract isn't reflected by what you are receiving, you should be able to upgrade the subscription Via the box, as long as when selecting it still shows payments Via Virgin Media Payments then it will not charge you anything on your account.

Regards

Paul.

[shaunh2016]

Hi Paul and thanks for the reply.  Unfortunately I think I phrased my question badly.  After I accepted the renewal package I got a pre-contract email that showed the following:

The contract then arrived but I did not fully read it, only confirming that the price was the same.  That night watching Netflix I found we have been downgraded to Netflix with Adverts - Now looking at the actual contract the Netflix Premium has been changed to Netflix Standard with Ads:

It seems I am not alone in having this change happen after we have agreed the new contract.

Please can you look in to this and arrange for the ad-free version of Netflix be reinstated on my account.

Thanks again,

Shaun

[Carley_S]

Hi @shaunh2016 

Thanks for detailing this. 

Netflix with ads is the only Netflix service that we now offer, any other Netflix package would need to be upgraded at the customer's side should they wish. 

We can see on the screenshot you provided that Netflix is an add-on to the package rather than inclusive within the contract bundle. We appreciate that this isn't the response you may be expected to hear but we wouldn't be able to add a Netflix service without ads, this would only be available should you wish to upgrade Netflix to a higher package at your own cost, or if you prefer, you can just cancel Netflix if you do not want it with ads.