Forum Discussion

PaulJ92's avatar
PaulJ92
Tuning in
3 months ago

Netflix premium downgraded on renewal

Hi,

I recently accepted a renewal offer which stated that nothing would change. In the order documents it states: 

However I have just received an email from Netflix informing me that it has been downgraded. 

Email content:

We hope you’re enjoying everything Netflix has to offer and wanted to let you know that you’re now getting the Standard with adverts plan through Virgin Media.

Previous plan
Premium
New plan
Standard with adverts

——————

Could anyone advise how best to resolve this issue?

Thank you in advance for any replies.

netflix
premium
renewal
  • Kath_P's avatar
    Kath_P
    Forum Team
    3 months ago

    Hi PaulJ92, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We've never offered Netflix Premium included in any packages. Netflix Standard used to be included and then if you chose to upgrade to Premium, there was an additional charge added to your bill each month. The same thing would be the case here. Our Netflix inclusive packages now come with Netflix Standard with Ads. If you would like the Premium tier then you would need to agree to this as it would come with the additional charge. 

    You can manage your Netflix tier of service via My VM here and then clicking on the Netflix tile. You can also manage your tier of service through Netflix. 

    Let us know if you have any further queries or questions. 

    Thanks, 

    • PaulJ92's avatar
      PaulJ92
      Tuning in
      3 months ago

      That’s really strange as the renewal price 100% includes the Netflix Premium bolt on.

      This morning i received an email stating I’d been downgraded again from standard to standard with ads. However my virgin media price if I choose to upgrade back to premium is higher than the renewal offer that I accepted and have order documents for?

      Contract information sheet number:
      100271871772

      If I now add premium back I will be paying an extra £50 a year. 

      Was the renewal document invalid? 

      • Akua_A's avatar
        Akua_A
        Forum Team
        3 months ago

        We would be happy to further look into this for you. For this reason, we have sent a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. 

        Thanks,

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    Sounds like yet another renewal dodge to scrape extra money from unsuspecting subscribers. 

    Customers should get what they ordered and nothing less.