For your own sanity and wellbeing do not call offshore customer services again. Instead raise a formal written complaint with a view to escalating to the Ombudsman. Link is below.
![\"Scroll](\"https://community.virginmedia.com/t5/s/virgin/m_assets/components/Back_to_Top/assets/arrow-up-solid.svg?time=1734114400000\"){kind=icon}
This has had me demented. And the customer service has been nothing but misdirection and outright lies. Wasted hours on this issue, and have been recording said lies.
I do not have a netflix account.
I noticed I was being charged for a netflix subscription on my virgin bill. On checking my stream box, I discovered that a Portuguese family are using it and have locked access to it, therefore it's impossible to log them out.
When I tried to remove the subscription originally the page just kept buffering. Every other page on the site fine, this one buffered on the virgin logo for a very long time. I've screen grabbed this. Also the fact you can buy, but not cancel, subscriptions on your box is a joke.
About a week later I gained access and thought I'd managed to cancel. This was because I pressed cancel subscription. Silly me for thinking that would work.
The netflix subscription then keeps appearing on bills.
I try the online chat. I'm told my case has been opened. A week or so later I recieve an email stating that my case is being worked on and if I don't respond in 28 days it will be closed. But you can't reply to the email, you aren't given a named department to speak to, or a phone number to ring. Convenient.
So I ring up. Being told to 'go online and sort your problems out, goodbye', multiple times by an automated service before I finally crack the enigma code and get through to a human being. There's an issue with my password so I'm told to change it online. Supposedly it won't be usable for 15 minutes so she'll call me back. Not true about password change, no call back. Lies. (Password change is instant as most recent recorded call proved)
I ring another time, explained my problem, was hung up on.
I ring another time. The gentleman is 100% going to sort my problem out (lie), and if it isn't sorted in 7 days I can ring that number back, state his name, and speak to him (lie).
I'm told to ring netflix. How can I resolve an issue with netflix when I don't have account details to give them? They have nothing to work with. Your colleagues ensured me I could give them my virgin info to access netflix account. Shock, another lie.
It's madness. Netflix can't help. It's all going through Virgin so surely you can help?
I've since recorded several calls where I have been promised this will be resolved yet the bills keep coming and there is still a Portuguese family using netflix via my stream box.
The last recorded call said it would be removed and that I would be reimbursed on my account. Another lie.
This has caused me a daft amount of stress and cost me so much time. Worst customer service I have ever received. (Not a lie)
Thanks for reading til the end, sorry for the rant but I need some ACTUAL GENUINE HELP.
","kudosSumWeight":0,"postTime":"2024-08-07T20:27:04.426+01:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:5552248_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":631},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"This has had me demented. And the customer service has been nothing but misdirection and outright lies. Wasted hours on this issue, and have been recording said lies.
I do not have a netflix account.
I noticed I was being charged for a netflix subscription on my virgin bill. On checking my stream box, I discovered that a Portuguese family are using it and have locked access to it, therefore it's impossible to log them out.
When I tried to remove the subscription originally the page just kept buffering. Every other page on the site fine, this one buffered on the virgin logo for a very long time. I've screen grabbed this. Also the fact you can buy, but not cancel, subscriptions on your box is a joke.
About a week later I gained access and thought I'd managed to cancel. This was because I pressed cancel subscription. Silly me for thinking that would work.
The netflix subscription then keeps appearing on bills.
I try the online chat. I'm told my case has been opened. A week or so later I recieve an email stating that my case is being worked on and if I don't respond in 28 days it will be closed. But you can't reply to the email, you aren't given a named department to speak to, or a phone number to ring. Convenient.
So I ring up. Being told to 'go online and sort your problems out, goodbye', multiple times by an automated service before I finally crack the enigma code and get through to a human being. There's an issue with my password so I'm told to change it online. Supposedly it won't be usable for 15 minutes so she'll call me back. Not true about password change, no call back. Lies. (Password change is instant as most recent recorded call proved)
I ring another time, explained my problem, was hung up on.
I ring another time. The gentleman is 100% going to sort my problem out (lie), and if it isn't sorted in 7 days I can ring that number back, state his name, and speak to him (lie).
I'm told to ring netflix. How can I resolve an issue with netflix when I don't have account details to give them? They have nothing to work with. Your colleagues ensured me I could give them my virgin info to access netflix account. Shock, another lie.
It's madness. Netflix can't help. It's all going through Virgin so surely you can help?
I've since recorded several calls where I have been promised this will be resolved yet the bills keep coming and there is still a Portuguese family using netflix via my stream box.
The last recorded call said it would be removed and that I would be reimbursed on my account. Another lie.
This has caused me a daft amount of stress and cost me so much time. Worst customer service I have ever received. (Not a lie)
Thanks for reading til the end, sorry for the rant but I need some ACTUAL GENUINE HELP.
"},"Conversation:conversation:5552248":{"__typename":"Conversation","id":"conversation:5552248","solved":false,"topic":{"__ref":"ForumTopicMessage:message:5552248"},"lastPostingActivityTime":"2024-08-08T08:18:52.400+01:00","lastPostTime":"2024-08-08T08:18:52.400+01:00","unreadReplyCount":2,"isSubscribed":false},"ModerationData:moderation_data:5552248":{"__typename":"ModerationData","id":"moderation_data:5552248","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:5552248_1":{"__typename":"Revision","id":"revision:5552248_1","lastEditTime":"2024-08-07T20:27:04.426+01:00"},"ForumReplyMessage:message:5552277":{"__typename":"ForumReplyMessage","id":"message:5552277","conversation":{"__ref":"Conversation:conversation:5552248"},"author":{"__ref":"User:user:898921"},"revisionNum":1,"uid":5552277,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:ManageAccountCable"},"subject":"Re: Portuguese family have been using netflix at my expense for months.","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:5552277"},"parent":{"__ref":"ForumTopicMessage:message:5552248"},"body":"For your own sanity and wellbeing do not call offshore customer services again. Instead raise a formal written complaint with a view to escalating to the Ombudsman. Link is below.
","body@stringLength":"192","rawBody":"For your own sanity and wellbeing do not call offshore customer services again. Instead raise a formal written complaint with a view to escalating to the Ombudsman. Link is below.
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