Recontract misinformation

[heskey100]

Hi, I recently recontracted with VM for my TV and broadband. However, on activation of this I received a message to say my Netflix had changed to Netflix with Adverts. Nowhere on the recontract documents or emails did it say my Netflix would be downgraded. The only significant change was the removal of TNT sports, which was made very clear. How can something this significant not be highlighted or even mention in the contract emails or the contract summary, i feel a little cheated and feel this was a bit underhand. 

Also in my original recontract email it said the following: 

Step 1 – New 18-month contract starts

Your new contract starts, but the price you’re paying now will be carried over to your new contract for the remainder of your current term. 

However, in the same email I was informed about Netflix, it also says my new monthly price will be approximately £9 more a month until March, how can this be if the price I am paying now will be carried over to your new contract for the remainder of your current term.

Please can someone help me understand these issues because it doesn’t seem right to me and I am not happy about it. 

Thanks, Andy

[Kath_P]

Hi Andy, 

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

We're sorry to hear you're having an issue with your billing and services after making a change online. All our packages which have Netflix included are on the package of Standard with Ads. This is something that has recently changed after Netflix made changes to their membership plans. 

This is something we can certainly look into for you but in order to do that I'll need to confirm some information with you to pass security. 

I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,