Forum Discussion

Scott68's avatar
Scott68
Joining in
3 years ago
Solved

Virgin Media has been removed as your payment method for Netflix; Netflix started charging me

Today I received two emails:

One from streamingservices@virginmedia.co.uk informing me that Virgin Media has been removed as your payment method for Netflix.

Second one from info@account.netflix.com informing me that they have updated my account with new billing info and are now charging me £10.99 per month.

I called Virgin Media who confirmed my Netflix subscription is still included in my package and valid until December 2023.

So I called Netflix support - they told me that the partner payment from Virgin had ended and that I should call Virgin Media to get the contract updated.

I called Virgin Media again, suggested I go to Settings in Netflix app on my TV and change payment plan to Virgin.  Could not find such a setting, so suggested I call Netflix again.

Netflix asked me to check on Virgin Media app for the 'Restore Netflix' button - but this does not exist.

Called Virgin Media again, second line support checked with customer services that they have not sent me such an email.  I explained if that is the case, then how come Netflix have started charging me and have notification that partner payment has ended - ?

I am now stuck!

1. Is the email address real and belonging to Virgin Media?

2. How did Netflix get notification that my partner payment from Virgin has ended?

3. Can I cancel the membership with Netflix without cancelling the service via the Virgin Media plan?

  • Scott68's avatar
    Scott68
    3 years ago

    Thanks Martin, I received the re-activation email, actioned successfully.  i also got confirmation from Netflix that the payment is from VM again.  So issue is now resolved, just waiting for Netflix to refund the £10.99 they took as payment on the day it was cancelled.

  • Martin_N's avatar
    Martin_N
    Forum Team
    3 years ago

    Hi Scott68,

    Thank you for your post. I'm very sorry to hear about the confusion with your Netflix payments. 

    Can you access your Virgin Media Online account and look for the Activate Netflix button?

    ^Martin

    • Scott68's avatar
      Scott68
      Joining in
      3 years ago

      Thanks Martin, I received the re-activation email, actioned successfully.  i also got confirmation from Netflix that the payment is from VM again.  So issue is now resolved, just waiting for Netflix to refund the £10.99 they took as payment on the day it was cancelled.

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        3 years ago

        Hi Scott68,

        Thanks for your update - it's great to hear you've received the email and been able to re-activate your Netflix account. If you do need anything else, please feel free to reach out and we'll be more than happy to assist.

        Thanks,

    • efski's avatar
      efski
      Joining in
      2 years ago

      Same thing happened to me.

      https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Netflix-account-suspended-as-Virgin-no-longer-set-as-payment/td-p/5471949

       

      No one seems to be happy to help me to sort out what you messed up which in fact is embarrassing and highly unprofessional.
      As it stands you don’t meet contract criteria and I strongly consider cancelling it.

      It’s been one month and one week now since Netflix was removed from my bundle and still nothing. 

      Really disappointed!

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 years ago

        Hey efski, thank you for reaching out and I am sorry to hear this.

        I can see you are currently in PM with my colleague about this, please do feel free to message her if you need some more support. 

    • jonr2012's avatar
      jonr2012
      On our wavelength
      2 years ago

      Same thing happened to me today. Got a virgin media contract with Netflix for 18months (still 12 months left). Please sort this out. Already activated 6 months ago. I don’t have any other activate links in my virgin media account. Please help

  • Dunderheid2's avatar
    Dunderheid2
    Tuning in
    2 years ago

    I have exactly the same problem!  I received three emails today - one from VM and two from Netflix - stating that Netflix is no longer receiving payment from VM.  I have the Ultimate Volt bundle which includes Netflix.

    I attempted to follow the instructions posted above to re-activate my Netflix membership through my VM account but the final page keeps coming up with an error message - Sorry, something's gone wrong!
    We're having some technical issues so we can't add this right now. Please try again later.

    Can someone from VM look into this for me.  Why is this happening to VM customers?

  • Jaunty's avatar
    Jaunty
    Dialled in
    2 years ago

    This has also happened to me today. Charged £15.99 by Netflix. Virgin said I was still signed up to Netflix. Netflix account says Virgin contract has ended.

    Spent 20 minutes on the phone to 150 who had no idea what was going on. How do we fix this?

  • Vrobbo's avatar
    Vrobbo
    Tuning in
    2 years ago

    I am having the same nightmare issue with the netflix account - all they keep doing is raising a ticket and not getting anywhere - they also promised to credit my account to cover the cost of netflix until resolved and yes you guessed it - no credit applied and about 3 complaints opened and closed without my permission. I try to go through the activate netflix button and no joy. Do not have VM as an option for the payment method. Can someone please help with this

    • Zach_R's avatar
      Zach_R
      Forum Team
      2 years ago

      Hi there,

      Thank you for your posts and raising your concerns here on the community forums. We're here to help.

      We were aware of a recent issue with Netflix subscriptions which has since been addressed and resolved. If you continue to have issues, please first check for an activation button/link on your My Virgin Media account to see if this helps.

      If the issue remains for you, please let us know and we can go from there.

      Thanks,
       

  • db15's avatar
    db15
    Joining in
    2 years ago

    I have activated my Netflix subscription with Virgin but I have been charged £15.99 by Netflix since doing this and there is another upcoming payment from Netflix for £15.99 to be taken out from my account next week.

    I'm cautious that I have paid extra to have Netflix added onto my Virgin deal whilst still being charged by Netflix

     

    Dan

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      2 years ago

      Hi Dan, thanks for your post here although we're sorry to hear of the concerns you've raised here regarding Netflix.

      Usually, Netflix would only charge you directly if you have created another account with them directly, we would advise please contacting Netflix and they should be able to trace what's happened here - please let us know 😊

      Many thanks

  • kim1231's avatar
    kim1231
    Tuning in
    10 months ago

    Hello,

    This has happened to me today. I don't have an activate Netflix button. Could VM please advise what to do as looking at the comments here it isn't worth calling. Any help appreciated, thanks.

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      9 months ago

      Hi kim1231,

      Thanks for posting and sorry to hear you've had some issues with Netflix, I've had a look at things from our side, and so I can give you an update I've popped you over a private message.

      Alex_Rm

      • ingham89's avatar
        ingham89
        Joining in
        3 months ago

        Hi,

        This same issue has happened to me this week and no one seems to be able to reconnect the billing or reimburse me for the extra direct charge from Netflix. Can you help please?

  • daviditfc's avatar
    daviditfc
    Tuning in
    3 months ago

    I'm having the exact same problem. Contacted VM 4 times now and still no activation email. Can anyone help with this please? I've been charged £10.99 this month. I only moved home and made zero changes to my package.