Forum Discussion

Jamie_R's avatar
Jamie_R
On our wavelength
3 months ago

Virgin Media Netflix subscription

In February 2024 we moved into temporary accommodation and took the Virgin service with us.  This included the Ultimate TV bundle that threw in a Virgin payment of Netflix subscription.  The move was very efficient and all services work straight away - apart from Netflix, which took 7 weeks to resolve following various 5 day guarantees and calls with IT team and complaint team etc.  I believe it was resolved when a new activation email was sent out.

With a building works now finished we have moved back and again all has gone well....

... except the Netflix subscription!  Two emails.  One from Netflix stating payment method needs updating and one from Virgin Media stating Netflix subscription has been suspended.  How do I resolve as the phone options heads down many paths that never seem to lead to relevant advice as do the clever BOTS.

Any advice greatly appreciated.   

house move
netflix
subscription
  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    3 months ago

    Hey Jamie_R, thank you for reaching out and I am sorry you are having some issue with Netflix.

    Let me send you a DM and we will take a look at this.

    • Jamie_R's avatar
      Jamie_R
      On our wavelength
      3 months ago

      Thanks Matt,

      Are you or anyone from the Forum team online at the moment?  We played some message tennis yesterday to try and get security checks done but then reached the end of the day.  I'm keen to get this resolved ASAP.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        3 months ago

        Please see our DM's.

        This platform is not an instant response sorry. 

  • Jamie_R's avatar
    Jamie_R
    On our wavelength
    3 months ago

    Despite not being able to get Matt's support (failed security questions but not able to support the process of understanding which questions failed) I managed to get through to a human offshore.  This is quite a struggle as the triage phone service is desperate to signpost you to web based solutions that never quite hit the mark.

    Anyway - enough grumbling.  More positively I did speak to an agent who was very patient with my ranting in the face of anoth month or two without Netflix who asked my to actually spark the TV up and see what happened.  Opened Netflix and selected my profile - to reach the "update payment" screen.  The call agent patiently then asked me to select the update payment button and I saw the 1. scan with QR code or visit Netflix to update payment; 2: update payment and 3:  continue watching Netflix.  All of which I don't want to do as Virgin are meant to be including Netflix.  However, the selected button at the bottom of the screen was "proceed with update" and he suggested I click on this.

    On doing so it just returned me to my standard Netflix account.  Voila.

    He also explained that Virgin media provide a standard Netflix subscription as opposed to their premium service and it is probably this that Netflix were trying to get me to pay for?  Also explains why when I search for any "must watch" Netflix films, many of them are not available.  However - I'm delighted to say that I have got Netflix back.

    I hope that this outcome may be of use to others who are struggling with resuming Netflix following a house move?

    I would also ask that Virgin could be more aware of this and guide its customers through the process.  Why would Virgin send out an email saying that their payment of the Netflix service is postponed?

    Cheers

    Jamie

     

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      3 months ago

      I am glad to hear you managed to get this sorted out.

      We understand not passing security is frustrating and we are unable to do any account action without this.

      With Netflix we offer Netflix Standard with ads unless your order confirmation states differently.

      If you wanted to upgrade to a better Netflix package you can do without the ads for £4 per month.

      Any issues in the future you know where we are. 

      • Jamie_R's avatar
        Jamie_R
        On our wavelength
        3 months ago

        sorry Matt, I spoke too soon!

        it turns out that, although it appeared that I did have access to Netflix programmes, as soon as I selected one the screen returned to the update payment method - so back to square one I'm afraid.

        What confuses me is that, in preparation for the house move, Netflix send an email stating that I need to update my payment method AND a seperate email from Virgin Media informing me that the VM payment of the standard Netflix account has been cancelled.

        I remain on the same bundle and reasonable deal you offered but I am not receiving the services (Netflix) that are promoted.

        I believe that the solution relates to getting an activation email that allows me to log in to Netflix using the account details matching the Virgin ones?

        Just finished with another call agent who was perfectly friendly, tried their best but in the end had to write a ticket for the Netflix support team to resolve the problem within 5-7 days.  Fingers crossed but I've been here before - multiple calls, mutiple tickets, no resolution for weeks / months and then it resolves itself and I return to being another feed to this company!

        Disillusioned? Me?  

  • Jamie_R's avatar
    Jamie_R
    On our wavelength
    3 months ago

    So - no resolution possible from the community.

     

    The Virgin helpdesk people did their best (without any progress) so a IT request was raised 14 days ago with a guarantee of resolution within 5-7 days.  Silence.

    This issue is not a unique one - there are many who struggle to get a working Netflix after a house move.  Virgin have a fantastic marketing team who promise so much and it's only pennies more...until it isn't as the price rises above RPI and the promises are eroded into ah it's standard and oh yeah, its with ads.

    Disappointed - but a mug as I've been with NTL / Virgin for 25 years...