Forum Discussion

holty88's avatar
holty88
Dialled in
20 days ago

No Disney+ Activation Link Received

Hi,

I recently signed up for Virgin Media broadband, and when doing so I selected Netflix and Disney+.

I activated my Virgin Media services on Friday 31st October, and received a text and email about Netflix almost instantly.

It’s almost been three weeks and I’ve received nothing regarding Disney+.

Please can look into this and get me an activation code, link, text, email for Disney+. I've got absolutely nowhere with anyone on chat or the phone.

Thanks,

Mark

5 Replies

  • holty88's avatar
    holty88
    Dialled in
    20 days ago

    Hi Kath,

    Thanks for getting back to me.

    When I originally signed up for Virgin Media, I was given the option to select Disney+ alongside Netflix, and I did so. I have a copy of my pre-contract document which clearly shows Disney+ included.

    It’s quite frustrating that I was able to choose Disney+ when placing my order, yet three weeks on I’m still having to chase this up myself. No one at Virgin Media seems to think it’s an issue or is taking ownership of it.

    I don’t have Virgin Media TV, only Virgin Media Broadband, so I can’t add Disney+ “via the app on my TV box” as suggested.

    If this is something I’m meant to activate through My Virgin Media, please can you confirm exactly where? I’ve seen other threads mention an “Entertainment Services” section, but this does not appear anywhere on my account.

    I’d really appreciate some clear guidance on how to get the activation link/code I should have received automatically.

    Thanks,

    Mark

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      20 days ago

      Hi Mark, 

      Thanks for coming back to us on this one. As Disney+ isn't included in any bundles that we offer, the cost of this would be added to your bill each month. The only way to get it on an add to bill basis is to set it up through a Virgin Media 360 box or a Stream box. If you don't have a TV service with us, you wouldn't be able to add it to your bill. Rather than the charges being added to your Virgin Media bill, you'd need to take the subscription directly with Disney+. 

      Apologies for any inconvenience caused. 

      • holty88's avatar
        holty88
        Dialled in
        20 days ago

        Hi Kath,

        Thank you for the reply, but the information you’ve provided directly contradicts what I was shown and offered on the Virgin Media website when I signed up.

        When I placed my order, I was explicitly given the option to select Disney+, and I did so. My pre-contract agreement clearly lists Disney+ alongside Netflix.

        If Disney+ cannot be billed through Virgin Media Broadband-only accounts, then I should never have been given the option to select it during sign-up. If the sign-up system incorrectly offered me Disney+, the responsibility for fixing this lies with Virgin Media, not me.

        This is also the first time anyone has mentioned this - despite multiple conversations via chat and phone with various Virgin Media teams.

        Please escalate this to someone who can review my account, my pre contract document, and your processes, to confirm why I was offered Disney+ if I supposedly cannot have it.

        Thanks,

        Mark

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    20 days ago

    Hi Mark, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had some trouble with activating Disney+. Whilst we offer Netflix as part of your bundle, we do not include Disney+ as part of the bundle. This is an add on that can be added to your bill each month. 

    As you would need to agree for the extra charges on your monthly bill, this isn't something we can add for you. You can add this by logging in to the app via your TV box and selecting the add to bill option. 

    Many thanks,