Netflix Premium via VM issue

Question

I am paying for Netflix Premium via VM but when I now access Netflix it states I am on a standard package and offers the chance to upgrade to premium which never works as my subscription level is set by VM. I have confirmed the same email address is used in VM and Netflix and Netflix states my subscriptioin is billed through Virgin Media package.

I have phoned VM twice to get this sorted but the operators don't seem to know what to do.

Seeing as I'm paying for a service that isn't being delivered how do I cancel my Virgin Media Stream subscription of Netflix Premium Bundle?

Robert_P · Answer

Hello AndDM
&nbsp;
Sorry to hear of the Netflix subscription issues with the tier available not matching the charged service, we appreciate you raising this via the forums and welcome to the community.
&nbsp;
We can see you have spoken to the team and they have raised this with the relevant team to investigate, once an update is available a member of that team will be in touch to let you know.
&nbsp;
&nbsp;

AndDM · Answer

Hello,Thank you for the reply.&nbsp; Hopefully this will be sorted quickly as I'm currently paying for something you are unable to deliver.

AndDM · Answer

So much for them escalating to the relevant team.&nbsp; When I rang back as I hadn't heard anything in two weeks the CS Agent didn't have any record of anything being raised.&nbsp; This is my first experience of VM Customer Service and their poor repuatation is well earnt.

Ashleigh_C · Answer

I'm so sorry to hear that this issue is ongoing AndDM&nbsp;
I'm going to pop you across a private message so we can take a closer look into this and see what we can do to chase this.&nbsp;
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.&nbsp;

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