Netflix removed after contract renewal

[Cueball99]

Having recently come to the end of my contract period I was pleased to see that within my online account I had an offer to renew my contract and keep the 'same' package (being aware that I would be moving to the latest TV package and loosing some channels - which I am fine with) for around £5 less per month than I was paying.

The contracts came through and match exactly as I suspected, including showing that Netflix premium was a part of the deal. However, I then received a further email from Virgin stating that Netflix had been cancelled and billing would revert to Netflix.

I can find no option on my account to reactivate Netflix, with the only option being to add it to Stream, which I obviously don't have.

Anyone come across this before and know how to solve it? Or can one of the Virgin team look into this for me please?

Thanks

[Alex_RM]

Hi Cueball99,

Thanks for posting, and sorry to hear there's been some confusion with the contract renewal.

So I can get a few more details from you, I've popped you over a private message.

Alex_Rm

[Mercman123]

this has just happened to me this weekend 26th October 2024, accepted the renewal deal, which states everything stays the same and stated I also had netflix premium as an addon, this has been removed and instead being on standard been down graded to standard with adverts. I tried u successfully to talk via the webchat to get this resolved, to be told netflix preimum isn't included. I know that its an addon. however, there is now no way to revert back to netflik premium in the myvirgin app, or via netflix. also the change happend one month before my renewal was supposed to start

[Ayisha_B]

Hi @Mercman123 👋

Welcome to our Community Forums and thanks for your post. 

I am sorry to hear this.

So that I can take a closer look into this, I'll pop you a PM 📩 and we can take it from there.

Thank you