Mysterious Netflix added again?!

Hi A-Gent, 

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 that a Netflix subscription has been added. This can only be added via My VM or the set top box itself. If you already have a Netflix account and someone has used the 'sign up' button instead, then it can cause Netflix to be added to the bill. 

Just to be on the safe side, we would recommend updating your My VM login password. In the meantime, we can get Netflix requested to be removed 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,

Desperado 8

Complaint is currently ongoing.

A-Gent You are one of the lucky customers, I congratulate you as I see you have now had this problem resolved and quickly. 

The same thing happened to us, Netflix not asked for nor agreed on new contract, but after 5 months of empty promises of correction (and continued charges of £17.99 a month) and over 30 emails to and fro with the Resolutions Team, and 3 letters full of errors sent to a previous address by the Virgin Media Team one apparently from a Senior Team member (and I have since discovered they are the same department), I am still trying to get an acceptable refund, and was constantly told despite my clear reasons why I would not and could not do it, that they were unable to take Netflix off my account, I had to do it.   So in the end, out of goodwill and frustration, I tried, and was unsuccessful, but despite sending proof of this I was again constantly asked to do it myself.

 I can only speak from my experience that communication between team members seems to be virtually non-existent, and I don't believe they actually read emails properly they just seem to work from a set instruction as the initial greeting is always the same.  I find it frustrating that they never actually reply on my emails meaning that sometimes the resolution offered bears no resemblance to my comments and there is never a name to refer back to.  I have spent so much time and energy on this now with no satisfactory outcome, even with clear points of reference sent, it would be easier pulling teeth. 

I see from this forum that the Netflix add-on without agreement seems to be a common practice which is very concerning, but also strangely perhaps, a relief, as I am obviously not alone in this!

Yes it is very common, and of doubtful legality. If you can get someone from VM to respond, they will probably say it was due to 'confusion'.