Forum Discussion

Di1951's avatar
Di1951
Tuning in
4 months ago

Renewal offer

Renewal contract offer on the app. Accepted and Virgin Media Contract Information sheet and Summary sheet received by email. 

Just over a week later I received an email which had an attached Service change receipt. The email stated Nextlix had been removed (was on Contract information and summary sheets) and nothing showing on the service change receipt either. 
Spoke with agent who informed me I will be able to login to Netflix but I want it showing in my service receipt/contract should there be any problems moving forward over the next 18months of this new contract. Asked agent but basically didn’t oblige or answer. How can I get a confirmed contract showing all of the package I am paying for and should be received. Nothing should have changed. id be grateful for any help as to who I can contact to get this sorted. Thank you. 

  • I’ve just seen that I also had an email saying Netflix had been suspended??? My bill

    is fully paid and up to date. Is this just a problem because of the new contract taken for the renewal. The agent did say I can log in but I’m not able to do this at the moment. 
    I just want an updated Contract showing Netflix Standard included. Unfortunately I’m unable to see this online. 

  • I’ve tried logging in and can’t. Netflix stating update payment details. I’ve never paid seperately, this has been part of the VOLT package. 
    How can I get this sorted? Thank you. 

    • John_GS's avatar
      John_GS
      Forum Team

      Hi Di1951 

      Thanks for posting and welcome to the community. 

      Very sorry relating the Netflix issue. From checking the system, it looks like the team need to speak to you with the new deal. 

      As we don't do package changes via the Forums, please call the team on 150 / 0345 454 1111 and we can assist further.

      • Di1951's avatar
        Di1951
        Tuning in

        Thank you. I have phoned them and didn’t get far I’m afraid. They directed me to speak directly to Netflix. 
        I spoke to a really kind man there who said that Virgin had unlinked the account and although he tried and took me through to check it definitely wasn’t there and I needed an activation link. It appears the box hasn’t been updated with the service. I’m now holding online to try and get back to Virgin for this activation code. 
        I only renewed my package, it’s in my contract, it shouldn’t be this difficult.