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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

Yes, every time. Click activate, get egg timer for a minute or so then the error message

Thanks for coming back to me.

I'll send you a PM now to assist further

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

Thanks for speaking with us today @elpho3nix on the forums. 👋🏼

I'm sorry that we couldn't get Netflix working in the original intended way as thought but we have made alternate arrangements to resolve this and make it work up until the end of the contract by covering Netflix via a rolling credit on our end.

As always - feel free to reach out to us for any assistance and we'll help as best as we can.

Kind regards,

Forum Team

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Hi everyone! Guess what has happened!? I started this thread what feels a lifetime ago but after months and months of not having netflix work the activation email magically appeared one day.

Now I've signed up to a new deal as my contract was ending and guess what?  That's right, my Netflix has stopped working again. And guess what, I'm being promised an activation email within 72 hours again. And guess what, IT DOESNT ARRIVE!!!

No idea what to do now. But it's good to see the service is still a shambles 

Hi there @woodsy1984 👋 Welcome back to our forum and thanks for your post 😊

Sorry to see that you are having the same issues with Netflix after the ongoing issue was resolved, I can certainly understand the frustration with this 😔

I have checked our system and can see that you've spoken with the team since posting this. Have they been able to assist with this?

If you need anything further, please let us know. We're always happy to help.



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Hi Nathan

No of course they haven't been able to help me. In fact she was rude and asked what "I had done!" I've explained the situation to numerous people again. It's mind numbing going through the same thing over and over. I've now been told to wait 5-7 days. 

This is completely unacceptable. I'm not getting my full service and expect some money off to pay for netflix in the meantime 

Knows their stuff

Well over a year now and it very apparent that VM have no intention whatsoever of doing anything at all - behind the scenes both VM and Netflix have problems of their own - no time for paying customers

Hi woodsy1984, 

Thanks for coming back to us on this one and apologies that the team have not been able to resolve this for you yet. 

If you are paying Netflix directly then we will be able to credit you this back to your Virgin Media account on a month by month basis. 

There is some information I will need to confirm with you so I have sent you a direct message to allow us to do this 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'. 😊

Many thanks, 

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Joining in

Same issue. I changed my package a month ago and never received the Netflix activation email. I've raised it twice already via chat and told 5 business days. Still nothing. I've raised it a third time via the phone and told 5 business days.

I opened a complaint and the response was pathetic and it was immediately closed (even though I was told it would remain open for 28 days).

I've been continually fobbed off when mentioning a credit to my bill of £10.99 until it is resolved. All the agents are trained to say 'you are not paying extra for Netflix currently, it is part of your package'. It isn't part of my package if I can't use it? I wouldn't have agreed to the agreed package price if Netflix was not included.

I have never heard of a company taking money and not providing the agreed services. It is criminal. There must be some legal precedent for this?

I kept complaining and eventually have received a £10.99 reduction in my bill to cover the cost. Still waiting for the email!! Don't give up