Forum Discussion

snedescu's avatar
snedescu
Joining in
10 months ago

Netflix - Stopped after house move

I have recently moved home and shortly after, I received an email from Netflix advising that my subscription would be taken from my own account and not covered by Virgin Media.  This has been part of my package for over a year so not sure why it has stopped when moving.

After speaking to someone at Virgin Media for an hour two weeks ago and wasting another hour today, I was advised to contact Netflix.  After twenty minutes speaking to Netflix, they then advised me to get back in touch with Virgin Media as they could not help.

Another one any ideas how to proceed as I feel like I am wasting time and going round in cirles!
Thanks

 

  • Sabrina_B's avatar
    Sabrina_B
    Forum Team
    10 months ago

    Hi snedescu 👋.

    Thanks for reaching out to us and welcome to the Community Forums. We hope that you are settled in your new home and apologies for the issues that you are having with Netflix, with any house move your account will be transferred over from the old address to the new address, there may of been a glitch during that transfer. So that we can rectify this we would need to bring you in for a private message. 

    Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

     

    • slipperman1's avatar
      slipperman1
      Joining in
      9 months ago

      Hi Sabrina,

      We are also having this issue and we're charged £17.99 by Netflix before we realised. Your team's support via WhatsApp has been nothing short of shocking.

      We would appreciate if you could help with this.

      • Martin_N's avatar
        Martin_N
        Forum Team
        9 months ago

        Hi slipperman1,

        Thank you for your post. We're very sorry to hear you're also having this issue. 

        We are happy to take a look into this for you. 

        I will private message you now to confirm your details. 

        ^Martin

    • elpho3nix's avatar
      elpho3nix
      Tuning in
      6 months ago

      Hi Sabrina - I too have had this issue with Netflix billing after moving house. I too was billed £17.99 by Netflix directly before I was aware that anything had gone wrong on Virgin Media’s end. Have just spent an hour on the phone to Virgin Media customer services but they haven’t resolved anything other than confirming that Netflix is included in my package. Netflix are still trying to bill me directly. Are you able to have a look into this for me too please. 

      • Steven_L's avatar
        Steven_L
        Forum Team
        6 months ago

        Hey elpho3nix,

        Welcome back to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your Netflix subscription. Have you received the activation email from our team, when you first signed up to the package that includes Netflix?

        Kind Regards,

        Steven_L

  • Jaypilks's avatar
    Jaypilks
    On our wavelength
    4 months ago

    Can I hijack this thread too pls, I was sent a pm asking for my details to get this issue sorted that's as far as it got, I still can't use my netflix I moved on 22nd oct

  • hopec93's avatar
    hopec93
    Joining in
    3 months ago

    I'm also having the same issue, moved home on 06/12/24 Virgin transferred across on 17/12/24 I received an email from Netflix/Virgin to say my Netflix account had been suspended and I needed to update my payment method. Its included in my package but yet the customer service advisor on web chat told me to add my card details in which I never had to do initially as it was done through an activation link. Based off this thread if I add my card details in i'll be charged seperately by Netflix which is wrong as I pay a lot for my Virgin package and it's included.

    I've not received any activation link this time (checked spam/junk) and there is no option to activate within the Virgin media entertainment services, I just get an error message. Any help appreciated as find the web chat / phone really difficult to get through to someone who understands my queries in past experience...