I regret renewing Virgin contract. Charged for 'free' Netflix separately despite reporting it 7 times

I actually wanted to make a formal complaint online, but that's not even working! I renewed my contract with Virgin last December, and the package included free Netflix with ads. As soon as the contract was renewed it caused my credit card to be billed separately for Netflix, without me initiating it. I contacted the Virgin helpdesk and they agreed I shouldn't be charged separately for it and we followed some steps to try and restart my Netflix membership via the Virgin box, and they identified there was a technical fault on their side and that it would be resolved within 10 days. Nothing was resolved. Since then I contacted the helpdesk six times, and every time they said it was a technical fault and it would be resolved within 10 days, and every time I was told someone will email me or call me back. Nothing was resolved on each of those six occasions and nobody contacted me.

I've therefore had to pay to use Netflix separately if I want to view it, despite it being 'free' as part of my Virgin package. Virgin don't even have the decency to compensate me for the payments in the meantime while the technical issues are being investigated.

I regret renewing my contract with Virgin and will seriously consider not renewing my contract with them again. Streaming services are overtaking traditional cable and satellite television, and offers like free Netflix are the only thing keeping them relevant. In fact I watch streaming services more than traditional Virgin channels, so what's the point of me using them if the 'free' Netflix doesn't even work?

This is a warning to anyone wanting to sign up with Virgin thinking they will get 'free' Netflix.