Forum Discussion

Cheryl99's avatar
Cheryl99
Joining in
5 days ago

Netflix ongoing issue

I have recently joined Virgin and really seeing huge decline is service compared to Sky. I am simply trying to add Netflix to my bill. I spent almost 2 hours on the phone yesterday to 5 different colleagues. First agent tried to upsell me from £50 to £82 just to add Netflix? Kept placing me on hold, then said she can’t help, passed me someone else who ended the call I assume because she didn’t know what to do. Rang back and the agent couldn’t help again, transferred me to retentions with a 23 minute wait and then a 20 minute call. Still not further forward. This is insane!? It’s the most simply request possible. I then got a call back from a sales agent trying to get me to buy an 02 SIM while saying he would fix my Netflix. Passed me to someone who had no idea who I was and asked me to explain myself all over again. Just the worst service I’ve ever experienced. The activation email simply takes me to my existing Netflix account where I’m asked to add my debit card. Why is this so hard??

  • Beth_G's avatar
    Beth_G
    Forum Team
    5 days ago

    Hi Cheryl99

    Thanks for your post, welcome to the Community Forums.

    I'm sorry for all the trouble you've had in trying to add Netflix to your bill. We do offer two slightly different versions of having Netflix on your bill:

    1. You can add Netflix to your Virgin Media bills
    2. You can upgrade to one of our packages which includes a Netflix subscription in the bundle

    It sounds like when you've called, our team have assumed you're looking to do the second option, which is why they've advised there'd be an increase in your package with us. However if you follow the steps in the hyperlink in option 1, you'll be able to just get Netflix added to your bill from there.

     

    • Cheryl99's avatar
      Cheryl99
      Joining in
      4 days ago

      I can assure they made no such assumption, I was clear about what I wanted to do. 

      as mentioned the hyperlink does not work. I’ve tried for days to use that already. 

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        4 days ago

        Hello Cheryl99.

        I’d like to investigate this for you. 
        If you don't mind, I’ll need to send you a private message to pass security. 
        If you can check the envelope top right of your screen that would be great. 
        Regards     
        Gareth_L