Netflix cancelled from Wednesday 12th June 2024

[BMW53]

I have received the following an email from Netflix saying that Virgin Media has cancelled my subscription - 

Unfortunately, Virgin Media has let us know that your account could not be billed through your Virgin Media subscription. We are cancelling your membership, effective from Wednesday, 12th June 2024

I contacted Netflix and they told me it is a Virgin Media issue.  I contacted Virgin Media explained I have not cancelled my Netflix subscription and after the operator looking at my account I was told that Virgin hadn't cancelled it either!!

I was then told it would be investigated which could take upto 10 days, I asked if that meant I would  have to do without Netflix until they had found the issue and was told yes.  That is unacceptable.  Anyone else having the same issue.

Regards

I

[Akua_A]

Hi @BMW53 

Welcome back to our community forums and sorry to hear you are having issues with your Netflix. We can understand the frustration caused and want to look into this. We can see you have recently been in contact with our team regarding this. Has the issue been resolved with our team? Do you need any further help?

Thanks,

[BMW53]

I wasn't happy about the 10 day wait, so I contacted VM again on the chat line - after about 1 1/2 hours of chatting the result was for me to contact Netflix and or contact VM Customer Services.  As my contract is with VM I contacted them - again - I find it very difficult to speak to a person, but eventually I did.  That lady was very helpful and talked me through how to restart my membership - why didn't the first contact do that? However I am now back on Netflix but have been told that this incident will be investigated with a form being raised to instigate an investigation, because I did not cancel Netflix and am told neither did VM??  So I await contact from VM with the results of their investigation.

Thank you for contacting me and at the moment I do not need any further assistance.

Regards

Beverley

[Akua_A]

Thank you for the update @BMW53 

We are glad to see that Netflix is up and running again. The relevant team will be back in contact as soon as possible regarding the investigation. However please do not hesitate to contact us here is you need any further help.

Thanks,

[scash5]

Hi

I have an identical situation and sick of calling VM.

How did you resolve?

[Daniel_Et]

Hi @scash5, thank you for your post.

We're sorry to hear about the situation you find yourself in and that you feel this way 😔

We can see that a private message was sent to you on Wednesday (12 June). Have you tried following the advice provided?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[scash5]

Yes....waste of time. Netflix say the issue is VM side. I called VM on Saturday and still not resolved.

[Vikki_M]

Hi scash5

Thank you for your response. 

If you could please respond to my private message that would be much appreciated.

In your response, please kindly answer the below. 

When you try to subscribe to Netflix via Stream, what error message do you see please? 

[BMW53]

I have received another email this morning from Netflix saying by subscription had been cancelled with effect from today 19th June. This is the second time - last Wednesday had the same email.  Having contacted VM I wad instructed how to restart membership which I did and was told an investigation will ve carried our because I have not cancelled my subscription.  What is going on???? This is not acceptable, please sort it out.

[BMW53]

Sorry for spelling mistakes but I am angry about this.