Netflix activation via new improved contract
One of the VM salesforce cold called to offer me a new package back in mid January. This is a frequent occurence and I usually decline. However, we were about to move out of our property for 9 months whilst carrying out building works and therefore the sales agent kindly explained what is possible (and having now moved out I would complement VM about managing that transfer process). BUT the sales agent highlighted a great deal where the overall cost of my bundle would remain about the same but I would be getting an O2sim and mobile phone contract, the TV mega provision including Sky sports / cinema AND Netflix standard. As we were already Netflix subscribers this sounded a great deal to sign up to - so we did back on Jan 16th 2024.
We moved house on 19th Feb and must say that the thing went smoothly - except Netflix, which probably represents 80% of our viewing. When moving house there is a lot going on so perhaps we missed the boat in responding to certain VM emails but I would have hoped we could resolve.
VM Netflix link email sent 17th Jan 2024
VM Netflix reminder 14th Feb 2024
Wife cancels existing Netflix subscription 17th Feb 2024
VM email stating Netflix account has been suspended 19th Feb
First call made to CS by my wife to resolve Tues 20th Feb - "rest assured, Tech team will be in touch within 5 days"
Second CS call made by me Fri 23rd - agent assured me that the tech team would resolve within 5 days (I pointed out that this was a delay from the initial assurance!)
Third call to VM by my wife to complain about the service - agent explained that the complaints resolution team would respond...
Response from Complaints (C-0603241477) recommended clicking account settings then "Netflix Account Recovery" (but as this does not exist on our screen we cannot proceed!)
Fourth call with CS by me on Friday 8th March explaining the above and pleading for resolution as was going to be out of the country for 8 days and wanted to resolve before leaving my wife!
nothing...
Final call to VM CS agent by myself today (Mon 18th March) asking for an update - he advised that raising another ticket may confused the resolution team and delay the fix AND whether I had considered cancelling and opting for a bundle that didn't include Netflix and then signing up for Netflix directly!
I would deeply appreciate anyone's advise as to how to resolve