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Re: Netflix premium

Joining in

Hi, Yes I have the same problem for a week and a half when I renewed my services, got given then Netflix Subscription but I cant upgrade it to the Premium Plan even though Its enabled in the VM package and I am paying the £5 extra a month. VM just decline the change to Premium and revert back to Standard. I have been ringing for almost a week and no one has a clue as to what the root cause is, get a different answer each time and was promised it would get sorted in a couple of days.  Raised complaints and IT tickets but no one cares. Its so frustrating and exceptionally bad customer service!! VM please help! 


Hi My issue is still not resolved and its now gone 2 weeks, I still cannot upgrade my netflix to premium within the netflix app. Virgin Media declines the error.jpg

Hi @Jaydee1 

Thanks for coming back to the thread. I can see the IT ticket is still in progress so when this has a resolution, you'll be contacted.

I am sorry it's not sorted yet but will be sorted asap. 

Best wishes.

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

my problem is still not fixed yet i have just received my bill which includes charges for the Netflix premium plan - £5 which i still cant access as you wont allow me to upgrade from  standard to premium but you will happily charge me for it. i want an immediate resolution to this. 

Thanks for coming back to us @Jaydee1, and I'm sorry to hear that this is still going on.

Check out the envelope in the top right hand corner for a private message from me, and I'll take a closer look into this one for you.

Kindest regards,


I’m also having the same issue but trying to downgrade from premium. 

I spoke to a very unhelpful colleague on the phone who said to speak to Netflix and would not raise a complaint on my behalf. 

I am able to request the downgrade from Netflix account however Netflix are saying that virgin media have declined the change. This has been going on for weeks and I’ve just been charged the additional £5 on my bill. Can someone please contact me to look into this please?

Hi @rmillington1983 thanks for posting and welcome back to our community.

Sorry to hear you're having issues downgrading your Netflix package and for any inconvenience this may be causing you. I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.


Hi @rmillington1983, thanks for getting back to me privately.  
This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 

Yes, very good resolution