Netflix account CANCELLED by VM

Question

So I've just had the dreaded email from Netflix saying VM has cancelled my account (as per the megathread here: https://community.virginmedia.com/t5/Volt/Netflix-Subscription-cancelled/m-p/5270576#M5655 )

and after a lengthy conversation with customer support, I have absolutelyy no confidence that they have done anything to rectify the situation (not that I'm speaking from experience of being passed from pillar to post by the wonderful CSA's that will literally lie through their teeth to get you off the phone or anything!)

The rep said she had to raise an IT ticket to get this resolved (fine, whatever) however when I asked for an email with some kind of reference number to our conversation the best she could come up with was a generic boilerplate support links with hints tips email, devoid of any actual reference to our conversation. When pushed for an email with more detail, she said there was no possible reference or any other proof that we had the conversation since the IT ticket was a paper form ( What?!? an IT ticket has to be raised on a paper form? come on. This isn't 1998 anymore..) and right in the middle of it all she unceremoniously hung up on me....

I'm really struggling to make excuses for why I'm still a customer with this outfit. this is the third such random cancellation incident within the last couple of years. TOOB has just become available in my area. I guess this is the push I was needing.

*EDIT* I think this is in the wrong category. I didn't know stream was a specific service offering. This isn't related to a stream box/service, but a regular STB and Netflix added in to my regular CATV account. I can't see any way of changing categories now though

spell · Answer

And ensure you record any further telephone conversations with this outfit

ali-bee · Answer

I also assume that when this is resolved, the "solution" will be me bumped from the old basic tier (1 active user, non-HD) that's now been deprecated (in favour of a new, more expensive, premium or ad-based basic tier) as an option to new users but existing ones are supposed to be allowed to keep the old price tier until they (ahem) naturally un-subscribe and re-subscribe. (https://www.standard.co.uk/news/tech/netflix-removes-low-cost-basic-plan-uk-us-new-customers-b1095406.html)

I'd like to hope this is accidental and not a malicious ploy to bump me onto the new tier (I don't even have a FHD TV so the non HD tier is/was ideal for me)

Matthew_ML · Answer

Thank you for reaching back out and I am sorry to hear this.
Since this post I can see you've spoke to the team about this, did they manage to help at all? Cheers&nbsp;

ali-bee · Answer

No. My conversation with the team was before I posted. Nothing has been said since and all the above still stands

Kath_P · Answer

Hi ali-bee,&nbsp;
Thanks for coming back to us on this one and apologies to hear the team were unable to help.&nbsp;
Taking a look at things this end, we haven't made any changes and the relevant code is still showing on the system for you. I can also see that the agent you spoke to has already filled in the relevant form for the back office teams to take a closer look at this for you. They usually come back to you within 7-10 days.&nbsp;
Keep us posted on how things go and if you need further help, you know where we are.&nbsp;
Thanks,&nbsp;

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Netflix account CANCELLED by VM

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