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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've been waiting since May for a Netflix activation email and finally today, after numerous attempts to get this resolved, I received an activation email out of the blue.  Surprisingly, well this is virgin, the link in the email worked and now my Netflix account is being billed to virgin.  Thanks and well done to whomever was responsible for this.

Still waiting here, also since May. Fingers crossed something happens soon for me. Merry Christmas all. 

On our wavelength

Hi could you please send me an activation code too and also refund the last 5 months of Netflix too. 










Hi @Tombh71,

Thank you for your post. I'm very sorry to hear you're facing some Netflix related issues.

I believe you've been discussing this matter further with my colleague via private message recently. Please respond to them there if you require further assistance on the matter you've raised with them.


Zach - Forum Team
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Joining in

I am having the same issue for the past 7 months, many phone calls, WhatsApp conversations, Complaints, IT tickets raised but still no Netflix and nothing received from Virgin!!!!
My last online complaint was raised on 18/01/23, spoke with Priyanka, she assured me my issue had been raised to 2nd Level IT Team and the team would call me back within 3 days, and she assured me that there would be no further delays! Heard nothing!!!! Absolutely shocking, so many things on Netflix family wants to watch but still unable to view. Spent many hours on phone or online and no nearer getting issue resolved. Lots of IT ticket numbers and Complaint numbers raised but no contact from Virgin. Going to take issue up with Ombudsman as I am just not getting anywhere, I have kept transcripts from all online conversations

Exact same here, since May 2022. May be worth a combined complaint to ombudsman or potentially even a combined lawsuit for breach of contract, I’m sure the IT tickets would get answered if they were on the wrong side of a court order. 

Hi Willimv,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your Netflix service. 

To confirm, have you been provided with the IT reference?

Have you contacted into the team since the agent advised they would contact you?


I have a list of IT references and assurances that Virgin will be in touch, nothing happens. I am fed up with getting back in touch (it all takes valuable time) for nothing to happen. The only change I have seen is going from ‘Pending’ to ‘You need to finish setting up Netflix account’which then fails (I try every week).641AEDB5-228F-4A0E-AF91-E64A85053D99.png

It’s absolutely shocking service. Yet I bet there are never IT issues when you’re late with a bill. I’ve got promised credits on my account now but again never seem to be added. Glad it’s all on WhatsApp so that have all the proof of what’s been agreed

Hi Willimv

Thanks for coming back to the thread

That screenshot with the error message - is this what happens when you click the 'activate' button?

Best wishes,

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