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Netflix activation

Dialled in

I am having a nightmare with getting my Netflix activated. I'm an ultimate volt customer and when the offer was lauched I chatted on Whatsapp with VM to add Netflix to my account. This involved taking out a new contract which has been emailed to me.

I was told I would receive a email with a link to activate Netflix within 24. This didn't arrive. I chatted again via WhatsApp and was this time told I would receive an email within 48 hours. Again this didn't arrive.


In the meantime I had a Netflix tab appear on my virgin media account on the website, with an activation button to click. When I click on this I get an error message saying try again later or try via set top box.

I have had three phone calls to VM help. One said this is a problem that is affecting some customers but offered no solution.

One told me to set up netflix and take a subscription to pay via Virgin Media bill. He said that no money would be taken as I have it included in my package. I did this, and then received an email from Netflix cancelling my membership as the "account could not be billed through virgin media."

I have had another phone call with VM help. They had me clear my cache and cookies. Disconnect my modem from my TV. Try from my phone, a laptop and via the V360 box.

I still cannot get access to Netflix. Has anybody else had this problem and is there a solution. I'm sick of spending hours on the phone, repeating myself, and still getting nowhere. 

284 REPLIES 284

I'm also having issues with this & judging by this thread it's been a long standing issue that should have been sorted already.

If a customer doesn't pay their bill they can be held in breach of contract! Surely by Virgin Media not providing the service we are paying for that falls under breach of contract? 

Been through 5 different people of Whatsapp & now a 6th via the phone. Interestingly the guy on the phone said there were no notes or reference numbers on the account which suggests the others didn't do a thing about it.

Will be get credit for not having the service?

Yep. Been ongoing since May for me, with still absolutely no progression on the issue. Just the 6 months…

Forum Team (Retired)
Forum Team (Retired)

Hi robonuk, 

Thank you for posting to us here n the Community. 

We are very sorry to hear you are experiencing issues with the activation of the Netflix service. 

Have the team confirmed if an IT ticket has been raised to investigate this further?

As the service is not charged, we would be unable to offer a credit for this but we will review all cases individually. 





To be honest I'm not sure if it's been raised or not! I've been told on 3 separate occasions it has been raised, but after finally speaking to someone this morning via the phone it appears the last 2 occasions nothing has been done. The person on the phone has once again assured me it's been raised, but there is no confirmation that it has, but told need to wait another 5 days, which I guess will be 7 as they'll go missing at the weekend.

VM might not charge for it, but I'm still paying for a standalone service as you've yet to provide me the service that was included in my contract. No doubt if I decided not to pay a bill you'd soon be restricting services as I'd not be honoring the contract, but it's perfectly acceptable for you not to honor it!

Wouldn't be as bad if it was a new issue, but it's been going on for months just on this thread. Sky weren't perfect but they always provided the service they agreed to.

On our wavelength

In my case (and many others in this and other threads), raising an IT ticket didn't solve anything at all. Still no Netflix. 

On our wavelength

30th June posted on this thread. 1 phone call from  Virgin IT after around 2 weeks. Apparently IT ticket is still open but can't be seen by customer and obviously still not fixed.

Knows their stuff

As the service is not charged, we would be unable to offer a credit for this but we will review all cases individually. 



This is absolute nonsense with  no logical basis apart from attempting to wriggle out of the  consequences. 

Of course Netflix is not free and it is not provided for free - it forms part of a package which is paid for by the customer.

In addition VM entered a contract with the customer which they have failed to honour by the lack of provision of Netflix and as this goes back to March it can now be evidenced that they failed to fix matters -- the assurance that they are attempting to fix it is now redundant - they didn't.

I don't know if they are still selling this package in the knowledge that it is 'dodgy' but if that is the case then it certainly fulfils the requirements of breaching criminal law.





You should be getting a credit for not having the service.  Whether or not you are paying for Netflix separately while you are waiting, you are paying for Netflix as part of your Virgin package.  It was advertised with Netflix included.  I was able to get two months worth of Netflix payments back for the time my service wasn't transferred across to Virgin, and got a further months payment due to hassle and time wasted clicking on email links that didn't work and trying other things.  You should be due more than this due to your long wait.  I would have though you should actually be able to cancel your contract if you want.  You are not getting what you were promised or contracted in to, and are certainly not getting what you are paying for.

Hi robonuk

Thanks for coming back to the thread, I can see you spoke to the team yesterday who have raised this form for you.


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

On our wavelength

@spell wrote:

I don't know if they are still selling this package in the knowledge that it is 'dodgy' but if that is the case then it certainly fulfils the requirements of breaching criminal law.

Still selling it as part of the Ultimate package so should this go to advertising standards as they can't deliver what's being offered?