Netflix Premium Missing after Renewing Contract

[chips83]

Hello. I can see several people on here have had the same issue. I accepted an online renewal for the package we had that included Netflix Premium. No sooner had I done so than Netflix emailed me to say I now have Netflix Standard with Ads. And my contract documents confirm the same.

The pre contract and the web-order email both state Netflix Premium. Please can this be looked into?

[David_Bn]

Thanks for reaching out to us @chips83, and a very warm welcome to our Community Forums!

Sorry to hear of the documentation that advises of Netflix Premium, with then the Standard with Ads version being delivered to you.

Check out the envelope in the top right hand corner for a private message from me, and I can have this looked into for you.

Thanks,

David_Bn

[PaulJ92]

Did you get this resolved? I wouldn’t mind as much if the original amount agreed subtract the price to add premium was correct. However to now add premium will cost more than the agreed fee. 

[someservicepls]

I have the same issue. Renewed online to maintain package with Netflix Premium bundle got an email from Netflix downgrading to standard plus ads called virgin media 4 times. Was told it would be resolved and I should upgrade but cannot do it via virgin media website, when I do it on Netflix site it says it has done it and then resets to standard plus ads almost immediately. The first time I got an email saying it was because Virgin media had declined it. I tried calling again today and was on a long queue so hope it can be resolved here! 

[Nathan_B]

Hi there @someservicepls 👋 Welcome to our forum and thanks for your post 😊

Sorry to see that your Netflix issue still hasn't been resolved. I'll be happy to take a look at this for you so I'll pop you a PM to confirm some details.

Regards

Nathan

[someservicepls]

Hi chips83

Did you mange to resolve this? I am getting nowhere with the VM call centres, Netflix or via the VM staff on here.