Forum Discussion

Mansell_'s avatar
Mansell_
Joining in
2 years ago

Netflix Premium issue

I’ve seen a few similar posts with the same issue…

I wanted to upgrade my Netflix to the premium subscription for the additional £5 per month - everytime I attempt this I get the email back from Netflix stating Virgin has denied the request.

On MyVirgin- Entertainment it’s showing I’m currently subscribed to Premium with the £5 charge. Yet my Netflix account is showing the standard plan. I’ve spoken to multiple Netflix agents who have tried to force the upgrade, but state it’s beyond their control as it’s down to Virgin to accept the charge and upgrade.

I’ve spoken to a few Virgin customer service agents who had no idea at all. Someone on the phone told me he had submitted a ticket this was 5 days ago with nothing. Then one of the WhatsApp customer service agents ended the chat when I asked for it to be escalated as he had no idea what to do.

I’ve tried to downgrade the plan myself on MyVirgin but this keeps giving me multiple errors. Is it really that hard for Virgin to supply a service that they have no problem adding to my bill? The time I’ve spent talking to chat / on hold I would probably have saved more money to just subscribe directly with Netflix.

Netflix Premium
  • Tom_W1's avatar
    Tom_W1
    Forum Team
    2 years ago

    Hi Mansell_ thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

    We do appreciate that this is frustrating, we can see that you spoke to us yesterday about this matter and how was this handled please?

    Regarding the ticket, it can take 7-10 days for this to be worked and ideally resolved so we are still within these timescales, hopefully this is resolved for you ASAP but please do let us know if you need further help going forwards.

    Many thanks

    • Mansell_'s avatar
      Mansell_
      Joining in
      2 years ago

      Thanks for the reply Tom. Unfortunately I never managed to get through to anyone yesterday I couldn’t wait anymore on hold. I did however manage to have a WhatsApp conversation in the morning.

      The agent on WhatsApp hadn’t a clue and ended the chat session without providing much help sadly.

      Regards

      • Tom_W1's avatar
        Tom_W1
        Forum Team
        2 years ago

        Hi Mansell_ thanks for your reply.

        I'm sorry you had a disappointing conversation today, I can appreciate your frustrations here.

        Ultimately though, if the necessary ticket has been raised there isn't a great deal we can do further at the moment apart from advise you to wait for a further update.

        Hopefully this will arrive soon for you in the aforementioned timescales.

        Many thanks

  • Mansell_'s avatar
    Mansell_
    Joining in
    2 years ago

    Nearly a month since my initial phone call to Virgin. 
    my account has been credited but no actual resolution - had an email pop up today from Virgin saying my Netflix had been terminated and a follow up from Netflix to begin charging my bank. 
    No contact as to why this has happened or that it was going to happen….

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 years ago

      Hi Mansell_,

      Thanks for coming back to us in the Community. 

      I can see you've already sent a private message to my colleague who was originally helping you to resolve this. 

      We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift.

      Thanks, 

  • Adfmcl92's avatar
    Adfmcl92
    Tuning in
    2 years ago

    was this ever resolved? I'm having the same issue since october 

    • Mansell_'s avatar
      Mansell_
      Joining in
      2 years ago

      Hi mate, it was eventually resolved after over a month of complaining. Virgin had to remove the Netflix from my account and then add back onto my plan. 
      But be careful and watch charges, as this was done without telling me so had to claim back charges from Virgin.