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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

Tuning in

so after a 4 week delay for provision of service i finally got my services a couple of weeks ago, i haven't received my email either and the link on the app for activation just times out, i've had it raised as an IT ticket also and was told it would be resolved within 48 hours, i'm guessing this isn't going to happen judging by the responses i've read on this post.......

is this one of these where i am just going to be waiting again with no real response or information from the company? is there any known solution for the problem?


On our wavelength

Pretty unlikely I’m afraid. I had my IT ticket raised four weeks ago, phoned up last week and they acknowledged that it’s still being processed and I just have to wait…

I’ve been without Netflix for maybe six weeks plus now 

welcome to the long queue of frustrated customers. Your Netflix issue will not be resolved.

I had multiple tickets raised, even with the manager giving me their ID as proof. Promises it will be activated in 24 hours, 48 hours, a week etc etc. It will not happen

Virgin customer service will tell you there is nothing they can do, speak to Netflix. Netflix will tell you they have nothing to do with it.

The forum team here are useless. They will send you PM and promise to get back in touch when resolved. Nothing will happen.

I am going to send a formal complaint to their CEO soon which I am sure will resolve the issue.

I will, however, also raise this with the ombudsman as misleading advertisement and blatant attempt to get new customers through false advertising

so don't hold my breath in short 😂

3 months and counting!

I can still watch Netflix okay on Virgin but I am still being charged directly by Netflix.

Netflix recognised that my bill would be paid via Virgin for a whole 1 day before reverting back to my visa card!

It's just unbelievable that Virgin hasn't got the technical ability to sort this out in a few days at most - not months and still counting.

its laughable from the sounds of it then

It certainly is!

Hi @necs


Did you receive the private message from my colleague?


Please look out for the purple envelope in the top right of the page and pop him a reply there so we can help further. 

Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Yes, He couldn't resolve my issue nor state why my formal complaint was closed without resolution.

He has raised another IT ticket which I've not yet received any feedback.

On our wavelength

As I told you before , the forum team is absolutely useless. Only they don’t see this 

forum team, can you please just stop harassing and lying to customers?!!!