Netflix’s new cheaper ad plan isn’t working 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 set-top box, which records TV and can be used for a wider range of streaming services, including Netflix.

Recently, after Netflix dropped its basic subscription plan and switched to the standard £4.99 per month plan with ads, we were unable to get Netflix through either device.

To fix the problem, we had to purchase a newer TalkTalk. Netflix works on this device, but the new one doesn’t allow us to record TV shows 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 know, Netflix did not inform me of this problem in advance.

Could it be that this only affects me? It doesn’t seem reasonable.

In an online chat, Netflix simply suggested I upgrade to a more expensive, ad-free subscription, something I don’t want to be forced to do. Via email

Jane Denton answers: I contacted Netflix to raise the issues noted in your email on July 3rd and have yet to receive a response.

In 2018, Netflix co-founder Reed Hastings stated that Netflix would never use ads on its platform.

At a Netflix Labs day in California, Hastings expressed his opposition to “chopping up” shows and movies with ads.

“Having a lot of experience… far outweighs the fact that a company is gaining a lot of influence,” he said.

Oh, how things change!

On June 4, 2024, Netflix removed its £7.99-per-month basic plan. Customers on this plan were automatically upgraded to the streaming service’s standard ad-supported plan, which costs £4.99 per month.

Anyone on the standard £4.99-a-month plan who wants to watch Netflix ad-free will have to switch to one of two alternative subscriptions.

The first is the standard £10.99 plan, which costs an additional £36 per year.

Alternatively, Netflix has a premium plan available for £17.99 a month, which is ad-free and offers perks such as better picture and sound resolution, and the ability to stream on up to four devices at once, compared to two for the other packages.

However, it costs an extra £120 a year, compared to the standard ad-supported plan of £4.99 a month.

Premium plan members can watch Netflix on four compatible devices at once and have the option to add two additional people who don’t live with them to the package.

On Netflix’s “plans and pricing” page on its website, the streaming giant states: “Standard ad-free plan may not be available through all third-party billing partners and packages. Please check with them to confirm availability.”

After switching to the new standard ad-supported plan of £4.99 per month, you were having trouble accessing Netflix on your Sony TV and through your old TalkTalk set-top box.

You started getting messages on your TV that said, ‘Your plan doesn’t support streaming on this device.’

You have since got a new TalkTalk box which runs the standard Netflix package with ads, although it doesn’t allow you to record TV shows like before, so in your opinion you have been forced to downgrade.

You have shown me a copy of the online chat you had with Netflix regarding this matter.

During an online chat with a Netflix customer service representative, she was advised to upgrade to an ad-free Netflix plan so she could continue accessing content through her TV and old TalkTalk set-top box.

As told in the online chat and as noted on the Netflix website: ‘A small percentage of devices that can play ad-free Netflix plans cannot be used with an ad-supported plan.

‘This is because the Netflix app or device software cannot be updated to a version that supports ads.’

Netflix has a page on its website about what types of devices may be affected and how to fix the problem. Towards the top of this online page, it says, ‘Go to your account at netflix.com to change your plan.’

You had to get a new TalkTalk box to solve a problem you didn’t even know existed.

At this point, it is difficult to determine how many devices may be affected by the issue you are facing.

Netflix seems to be aware of the issue, but judging by what they’ve told you and their lack of response to my query, it doesn’t look like it’s going to be fixed anytime soon.

Having trouble with your Netflix plans? Contact us: editor@thisismoney.co.uk