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BMW53's avatar
BMW53
On our wavelength
11 months ago

Netflix cancelled from Wednesday 12th June 2024

I have received the following an email from Netflix saying that Virgin Media has cancelled my subscription - 

Unfortunately, Virgin Media has let us know that your account could not be billed through your Virgin Media subscription. We are cancelling your membership, effective from Wednesday, 12th June 2024

I contacted Netflix and they told me it is a Virgin Media issue.  I contacted Virgin Media explained I have not cancelled my Netflix subscription and after the operator looking at my account I was told that Virgin hadn't cancelled it either!!

I was then told it would be investigated which could take upto 10 days, I asked if that meant I would  have to do without Netflix until they had found the issue and was told yes.  That is unacceptable.  Anyone else having the same issue.

Regards

 

I

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  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    11 months ago

    Hi BMW53 

    Welcome back to our community forums and sorry to hear you are having issues with your Netflix. We can understand the frustration caused and want to look into this. We can see you have recently been in contact with our team regarding this. Has the issue been resolved with our team? Do you need any further help?

    Thanks,

    • BMW53's avatar
      BMW53
      On our wavelength
      11 months ago

      I wasn't happy about the 10 day wait, so I contacted VM again on the chat line - after about 1 1/2 hours of chatting the result was for me to contact Netflix and or contact VM Customer Services.  As my contract is with VM I contacted them - again - I find it very difficult to speak to a person, but eventually I did.  That lady was very helpful and talked me through how to restart my membership - why didn't the first contact do that? However I am now back on Netflix but have been told that this incident will be investigated with a form being raised to instigate an investigation, because I did not cancel Netflix and am told neither did VM??  So I await contact from VM with the results of their investigation.

      Thank you for contacting me and at the moment I do not need any further assistance.

      Regards

      Beverley

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        11 months ago

        Thank you for the update BMW53 

        We are glad to see that Netflix is up and running again. The relevant team will be back in contact as soon as possible regarding the investigation. However please do not hesitate to contact us here is you need any further help.

        Thanks,

    • BMW53's avatar
      BMW53
      On our wavelength
      11 months ago

      I have received another email this morning from Netflix saying by subscription had been cancelled with effect from today 19th June. This is the second time - last Wednesday had the same email.  Having contacted VM I wad instructed how to restart membership which I did and was told an investigation will ve carried our because I have not cancelled my subscription.  What is going on???? This is not acceptable, please sort it out.

      • BMW53's avatar
        BMW53
        On our wavelength
        11 months ago

        Sorry for spelling mistakes but I am angry about this.

    • BMW53's avatar
      BMW53
      On our wavelength
      11 months ago

      Update to my earlier post.  Have contacted VM again and this time I was advised to restart Netflix via their website by making payment direct to them which I have done, however VM have told me that I will see this £10.99 on my next bill along with my VM services, however I voiced my concern that this sounded as if I would be paying £10.99 direct to Netflix and my direct debit to VM would also show £10.99, I was assured this would not happen.  I have spoken direct to Netflix and they have told me my account is now with them direct and VM should not be billing me for my Netflix subscription even though I access Netflix via my set top box.  As it is not possible to view the next bill until it is generated, I will not know who I am paying - in theory it should be Netflix £10.99 per month and VM for my VM services only per month.  

      Regards

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        11 months ago

        Hi BMW53, 

        Could you kindly reply to my private message instead of this public thread, I'm unable to discuss any account details here for security reasons. 

        Thank you. 

  • Jamesjc71's avatar
    Jamesjc71
    Settling in
    10 months ago

    I've just had the same problem. I just changed my package to include TNT Sports. When i received the e contract and they had also removed Netflix. Tried the WhatsApp messaging and that is so frustrating. Virgin customer services is the worst i have ever dealt with. They can't reinstate Netflix. Instead they offer me a package that is £60 more.

     

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      10 months ago

      Hi Jamesjc71 

      Thanks for posting and welcome to the community.

      Sorry to hear of the dispute you have. Can see from checking the system you've spoke to our team since posting and we are investigating this for you.