Netflix's new cheaper advert plan won't work on my TV: What can I do?
Our TV is a Sony Bravia, which is about nine years old. It can connect wirelessly to the internet and gives us access to a limited range of streaming services, including BBC iPlayer, Amazon, Netflix and YouTube.
We also had a TalkTalk box, which records TV and could be used for a wider range of streaming services, again including Netflix.
Recently, after Netflix scrapped its basic subscription plan and switched to the £4.99 per month standard with adverts plan, we weren't able to get Netflix via either of the two devices.
Switching off: We cannot get the cheaper £4.99 Netflix plan to work on our devices
To solve the issue, we had to get a newer TalkTalk box. Netflix works on this device, but the new box doesn't allow us to record TV like the old one which is frustrating.
Before all the changes, we had a simple way to watch Netflix on our TV. As far as I'm aware, I wasn't made aware of this problem by Netflix in advance.
Surely, it can't just be me affected by this? It seems unreasonable.
In an online chat, Netflix simply suggested I upgrade to a pricier advert-free subscription, which I don't want to be forced to do. Via email
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Jane Denton replies: I contacted Netflix to raise the issues flagged in your email on 3 July, and am yet to receive a response.
In 2018, the co-founder of Netflix, Reed Hastings, claimed Netflix would never use adverts on its platform.
At a Netflix Labs day in California, Hastings outlined his opposition to 'chopping up' shows and films with adverts.
'Having a great experience... vastly outweighs the fact that one company is gaining a lot of influence', he said.
Oh, how things change.
On 4 June 2024, Netflix axed its £7.99 per month basic plan. Customers on this plan were automatically switched over to the streaming service's standard with adverts plan, at a cost of £4.99 a month.
Anyone on the standard £4.99 a month plan who wants to watch Netflix without adverts has to switch to one of two alternative subscriptions.
The first is the £10.99 standard plan, costing an extra £36 a year.
Alternatively, Netflix has a £17.99 a month premium plan available. This comes without adverts, and with perks such as the best sound and image resolution, and the ability to stream on up to four devices at the same time, compared to two on the other packages.
However, it costs an extra £120 a year, when compared to the £4.99 a month standard with adverts plan.
Changed his mind: The founder of Netflix, Reed Hastings previously said the streamer would not introduce adverts - but now it has
Premium plan members can watch Netflix on four supported devices at a time and have the option to add two other people who don't live with them to the package.
On Netflix's 'plans and pricing' page on its website, the streaming giant states: 'The standard without adverts plan may not be available through all third-party billing partners and packages. Please check with them to confirm availability.'
After you were switched to the new standard with adverts £4.99 a month plan, you had trouble accessing Netflix on your Sony TV and via your old TalkTalk box.
You started getting messages on your TV stating: 'Your plan does not support streaming on this device.'
You've since got a new TalkTalk box which works with Netflix's standard with adverts package, though this doesn't allow you to record TV programmes as you used to - so in your mind you have been forced to downgrade.
You have shown me a copy of the online chat you had with Netflix about this matter.
During the online chat with a customer services representative from Netflix, you were advised to change to an advert-free Netflix plan in order to continue accessing content via your TV and older TalkTalk box.
As you were told in the online chat, and as stated on Netflix's website: 'A small percentage of devices that can play on ad-free Netflix plans can't be used with an ad-supported plan.
'This is because either the Netflix app or software on the device can't be updated to a version that supports ads.'
Netflix has a page on its website about what sort of devices may be affected and how to sort out the problem. Towards the top of this online page, it says: 'Go to your account on netflix.com to change your plan.'
You had to get a new TalkTalk box to resolve a problem you weren't aware was even on the cards.
At this point, it's difficult to determine how many devices may be affected by the issue you faced.
Netflix appears aware of the problem, but based on what it has told you - and its lack of response to my enquiry - it does not seem that it will be solved any time soon.
Having problems with the Netflix plans? Get in touch: editor@thisismoney.co.uk
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