netflix downgraded

[aurrian]

Hi 

I was hoping someone from the support team could help please?

I renewed my contract online and took advantage of the discount offered.  Basically I was offered the same package as last time at the same price. This included netflix premium.  I was emailed the contract documents and they all looked fine including netflix premium.  

The start date for the new package was today, but I received an email from virginmedia along the lines of "thank you for making those changes, we have changed your netflix package from premium to standard with adverts."

I also received an email from netflix to say your virginmedia account has changed and you are now on standard with adverts.

My netflix account is linked to a different email address to my virginmedia account in case that is relevant.

Thanks in advance

[Daniel_Et]

Hi @aurrian, thank you for your post.

We're sorry to hear about what's happened 😔

When you sign in to your Netflix account here, is it giving you the option to change your plan? Full instructions on how to do this can be found here. 

Please pop back to us at your earliest convenience.

Regards,
Daniel

[aurrian]

Hi - yes it does give me that option but it is asking me to pay an extra £17 per month whereas it was supposed to be included in the packages as per my renewal contract

[aurrian]

£13 per month extra not £17, but it is supposed to be included

[aurrian]

Premium

Our best video quality in Ultra HD (4K) and HDR. Spatial audio available. Watch advert-free on any phone, tablet, computer or TV. Download on 6 devices.£13 extra/month on your Virgin Media bill.*

[Daniel_Et]

Hi @aurrian, thank you for your response.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel