Renewing contract online

[Philly024]

Hi I recently was given the option to renew my current package at the same price for another 18 month contract. Obviously it will increase in April. Online in my virgin account I was told it would be like for like. That was on 7th November. Contract details emailed to me everything looked fine so I accepted deal. Then only this week I recieved a email from Netflix saying I'm now on Netflix standard with ads. This is not what I signed up for and it clearly showed Netflix standard plan. Something not write here thought contract was agreed Netflix standard surely goal posts can't be move after agreement. If I do that I have to pay a fee r wats left on the contract money wise. I would appreciate if a moderator could get back to me on this please. Included a screenshot off contract details. 

 

[Carley_S]

Hi @Philly024 

Welcome back to the community forums. 

Sorry to hear of your concern with Netflix changing to including ads. The tiering has change with Netflix Standard and is now with ads and as such customer that have Netflix as an add on and who are billed for their Netflix through their Virgin Media bill will receive communications regarding this change. 

Netflix is an add on and not inclusive in the screenshot you've provided so in this instance would be subject to Netflix changes in their service which you pay for through us. You can the option to either cancel Netflix completely, or if you prefer you can use the upgrade options available on your online account should you wish to upgrade the service to one of the other services Netflix offers. 

[Philly024]

Hi carley

I understand wat you are saying but upon my online renewal I was offered that my package would stay the same and yes it's a add on but the pre contract clearly stated Netflix standard. I feel this just be honored as that what was put to me upon renewal. No were in T&G's did it say that my package for next 18 months would be down graded. Price also doesn't reflect this also. If I left now I would incur a charge for the remaining cost of the contract. Four documents u receive upon renewal including order comfirmation and all clearly show Netflix standard not Netflix standard with ads. Still not happy and think this should be honored as that's wat was offered. 

[HavencroftKev]

Wait until they remove TNT Sports from your package too.

[Ayisha_B]

I will pop you a PM 📩 now so we can check the account and take it from there.

Thanks

[Philly024]

Any moderators on at min that could take over where Ayisha_B left off. R when will Ayisha_B be back on forum again? Got a orivare mess from her looking account details. But havnt heard nowt since. 

[Philly024]

Again many thanks to all the moderators who have helped with my issue. All sorted. 👍😁

[Alex_RM]

Glad we could help Philly024 😊

Take care,

Alex_Rm