Netflix downgraded to 'with-ads' - a genuine error or a Virgin Media scam?

[testy]

With my current 18 month Virgin Media contract ending in January I decided to check my account online a few days ago to see what the starting renewal offer was, and to be fair to VM it wasn't too bad.

I also wanted to add Sky Sports UHD to my package (upgrading from my existing HD), so I clicked on customise and there in front of me on my screen was my current package. I did nothing more than click the Sky Sports UHD add-on and the new monthly price increased accordingly. I checked the renewal documents and all appeared well, the additional add-on was there, so I completed the renewal and that was that. Or so I thought.

Last night I receive an email from Netflix informing me that VM has downgraded my plan to 'Standard with-ads'. I immediately re-checked my renewal documents and as I had thought my renewal clearly states 'Netflix Standard' as an add-on.

Irritated but expecting it to be a simple processing error by VM, I decide to deal with it in the morning.

This morning I notice there are several recent posts where people have had their Netflix similarly downgraded when renewing, despite being informed that they were renewing 'without losing anything'.

So, Virgin Media, is this as I first believed simply a processing error, or have I fallen victim to what is starting to feel like a Virgin Media scam?

 

[Cardiffman282]

It's beginning to look like the latter to me (unless the VM forum team wants to clarify the wider situation given the volume of posts recently on this).

Raise a formal written complaint with a view to escalating to the Ombudsman. The link is below. 

[Nathan_B]

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

Sorry to see that you were advised there would be no change to the service but Netflix has changed. I'll be happy to look into this further for you so I'll pop you a PM to confirm your details.

Regards

Nathan

[tigger79]

I have also just had the same email form Netflix after renewing my contract a few days ago and,like you, as far as I was aware,it was a straight renewal. 

[tigger79]

Can someone please dm me as well please? Not only has my netflix alos been downgraded despite my renewal saying Netflix standard but my email appears to have disappeared. Cheers.

[Kath_P]

Hi tigger79, 

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 also having an issue with your Netflix tier. This is something we can certainly check 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, 

[elkingdl]

Same issue here.  My renewal clearly says Netflix Standard not Standard with Ads.  I’m still in my 14 day cooling off period, so I may just do that - seems a bit immortal to be intentionally misleading customers in the hope they don’t notice.

[Twofingeredfun]

I have the same issue. In fact it has got really out of hand as I was out of contract, had a good renewal offer and decided to take it and add Premier Sports. I already had Sky Sports, Cinema, TNT and Netflix premium. Spoke to a lady on the 0345 no last Saturday who added the Premier Sports and renewal was supposedly sorted. Since then I've had 4 emails of differing amounts, an added Premier Sports and TNT and Premier taken away, Netflix changed from Premium to with ads, Premier and TNT added and an email from Netflix telling me I now have with ads. I did webchat earlier today and have a copy of this specifically asking to keep premium Netflix yet it is still showing with ads on the latest contract and also on screen. What is so frustrating is that I only wanted to add Premier to my existing package at a lower cost that was advertised. What could be so difficult about that? I have lost count of the time wasted trying to sort this...I waited 3/4 of an hour for any response on Webchat...time I do not have!