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CommanderBB's avatar
CommanderBB
Joining in
21 days ago
Solved

Netflix billing issue

Ive received an email from Netflix stating "You’re no longer using your Virgin Media bill to pay for your Netflix membership."

I upgraded almost a month ago to the day, 28/10/25 and setup a brand new Netflix account.

Everything has been working as expected up until this morning, when of course, my daughter wanted to watch Stranger Things.

How do I get this resolved? My latest bill states that its bundled with my package. 

netflix
  • Robert_P's avatar
    Robert_P
    21 days ago

    Let's take a look at the account and see what's happening here, I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

3 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    21 days ago

    Hello CommanderBB

     

    Sorry to hear of the Netflix issues experienced, we appreciate you taking the time to raise this with us via the forums. Welcome to the community.

     

    When you upgraded, did the contract advise Netflix was included in the new package and if so, which tier of service? When setting up the new Netflix account, are you using those details to login?

    It may be previous login details are retained and used automatically so these may need changing on the device.

    • CommanderBB's avatar
      CommanderBB
      Joining in
      21 days ago

      Hi Robert,

      My contract, dated 28.10.25 states Netflix with Ads. My most recent bill, dated 24.11.25 (3 days ago) also states Netflix with Ads under the broadband section.

      The Netflix account was created as a brand new account. No previous Netflix accounts have been used on any devices.

      My daughter was watching episode 1 of the new Stranger Things season 5, released at 1am this morning. She watched the first episode without any issues, she went to play episode 2 and then it triggered an email from Netflix to say that my account was no longer being billed via Virgin Media. We can no longer access Netflix without adding a payment method to the account.

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        21 days ago

        Let's take a look at the account and see what's happening here, I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.