Netflix cancelled

[Zaphine81]

I have recently changed my virgin package which includes Netflix, it worked for about 3 days and then I received an email from Netflix telling me they were unable to collect payment from Virgin and they cancelled my subscription. I have contacted Virgin twice by phone only to be told I need to wait  3 days (each time) while they look in to the problem. I am now fed up of waiting. I am getting nowhere. 
I also told them I am paying for a service I am unable to receive and I will withhold payment, they said someone from the complaints department will contact me in 5 days that was 7 days ago and I still have no Netflix or phone call from the complaint’s department.

[Tractorboy]

Just check all the posts on here over the last six months and you will see you are not alone !

And that you may have a lengthy wait until you get Netflix..

[Ilyas_Y]

Hey there @Zaphine81, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with Netflix.
I will look in to this for you and further investigate the matter.
Watch out for the purple envelope inviting you in to a private message.

Kind regards.

[Ilyas_Y]

Thank you for speaking with us today.

I'm glad we were able to make the necessary steps to get this resolved.
I know the time isn't ideal but rest assured we will have this solved as soon as, and have other plans in place to accommodate for the meantime.
As always - reach out to us if you need anything.

Kind regards.

[Zaphine81]

I’m confused when did this issue get resolved?? I still have no Netflix in my opinion that is not a resolution to my issue. I am still none the wiser to the steps you are taking to get my Netflix back and in the meantime I am still paying for a service I am unable to use. Please explain to me what has been resolved here? 

[Tom_W1]

Hi @Zaphine81 thanks for your message.

I'm sorry if this is unclear here, I'm unable to provide full details publicly but I'd recommend reaching out to Ilyas directly via PM and he can reassure you as to what is happening here, given you've already been commuicating with him directly.

Many thanks

[Zaphine81]

Hi, 

After our previous conversation I am still unable to receive Netflix and I am still paying for this service which I am unable to receive. I have tried calling and speaking to your colleagues over the phone but I am getting no where. Please can you help me resolve this issue as I have been with out this service I am paying for, for two months.

kind regards

[Adri_G]

Thank you for your posts and updates, Zaphine81.

Sorry to hear your Netflix subscription issue has not been resolved yet, 
We'd be eager to assist with this, could you please check your online account here and let us know if you see the Netflix tile under your entertainment services and if you can activate your subscription from the button there?
Also, have you received any calls or emails in regard to the Netflix issue since we raised this previously for you?

Let us know of the above and we're eager to help you.

[Zaphine81]

Hi, when I press the activate Netflix button it says that there is a technical issue and to try again later, I have been trying for nearly two months! The last person I spoke to said they were raising this issue as a priority and someone will call me in two days. I never received that call. That must have been around two/three weeks ago now. 
I am unable find the email to activate it that virgin sent me is it possible to resend it and I will try again from the email? 

[Adri_G]

Thanks for your reply and for advising this, Zaphine81.

We are sorry to see this is not yet restored, we are still working on fixing this online issue currently and we will either email you to confirm this once restored or send you the link to activate Netflix from there.
We'd love to assist with the billing part of things for you in the meantime as we understand how frustrating it can be.

This will require a look into the account so I will send you a private message here shortly to check this further.
Check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.