I’m having a nightmare too. Started a new deal with Virgin at the end of March with Netflix included. Got the activation email sent and clicked on it etc. been using Netflix fine until this morning when I got emails from Netflix asking to update my payment information and telling me my Netflix account had been ‘paused’. Called Virgin who were no help saying it was activated on their records and fobbing me off to ring Netflix directly.I then called Netflix who found my details but went on to say that Virgin had not activated my account under my new package deal. Called Virgin AGAIN who said they would need to send me another activation email but could not do anything for the next 48 hours as they have an outage with Netflix (how convenient).
The two operators at Virgin did not have a clue what they were talking about which sounds very similar to the other comments on this thread. The customer service is beyond a joke and I’m now regretting staying with Virgin. They messed up setting up my new deal a few weeks ago and I’m sick to death of having to call up to get the most basic issues resolved.
Will definitely be looking to move away from them asap. Not impressed whatsoever.
Answered! Go to Answer
I have no activation button on my virgin media app (under manage entertainment services/Netflix section). I had the same problem 18 months ago and Virgin and they had to send me a Netflix activation email to get the Netflix package added but I’ve not received anything this time round. I was told last Friday when I called to report the problem that they would escalate it and it should be resolved and operational in 5 days.
Thanks for coming back to us in the Community. We're sorry to hear this is ongoing for you.
In order to resolve these issues, we have to refer this to IT and I can see based on checking things this end that it's already been done for you. Whilst the team give a 5 day SLA, more often than not, these take a little longer to resolve.
Whilst we can't do anything to speed the process up, there is something we can do in the meantime whilst you're waiting for the Netflix activation email to be sent.
I have sent you a direct message to grab some details with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
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