Netflix included in my package but not accessible

[chrisjames]

On 18th August I renegotiated by Virgin contract for a further 18 months. Up until then Netflix was included in my package but was terminated despite the fact that it was part of my new contract.  Phone call five days later and was told I would get an email with a link. I did not. 

Had a chat online on 5th September after a 5 hour wait and was told that Netflix had not been activated, apologies, but would do it "now". Told I would get a link within hours.  Nothing arrived.   

I lodged an official complaint with Virgin (C-120923414) and got an automated reply then an official reply. This reply did not refer to my quoted conversations with agents promising action which never materialised but instead was a generic (copy and paste) answer about how to get Netflix which of course had not worked for me. Basically to logon to My Virgin Media, find the Netflix button, click on it to activate.   I don't have a Netflix button to click on, the Netflix entry under the Entertainment Services refers only to the new Virgin Stream. If I want to add Netflix, I have to ring up.  Going round in circles.  Over a month now still without Netflix.   I know these messages are monitored so, please, someone from Virgin, please help!

[Kath_F]

Hi chrisjames, 

Thanks for taking the time to post in the Community. We're sorry to hear you've been having issues getting Netflix activated. 

This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

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'. 😊

Thanks, 

[Kath_F · Accepted solution]

Hi chrisjames, 

Thanks for taking the time to stick with me via private message. 

I'm glad we were able to come up with a resolution for you. 

If you have any further issues or follow up questions, you know where I am 🙂

Thanks, 

[benbmw1980]

Hi Kath,

I have the same problem, are you able to assist me please.

cheers

benbmw1980

[Kath_F]

Hi benbmw1980, 

Thanks for taking the time to post on this thread. I've just replied to your thread here: Netflix activation
Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.
Have a look at my reply on the other thread and stick with that one so we keep all the information in one place. 
Thanks, 

[chrisjames]

Kath. Just to let you know, finally got the link for Netflix tonight. Should have been activated on the 18th August (or more precisely, should never have been stopped on that date) so over six weeks ago! Thanks for all your help in resolving this, the long wait would have been even longer without your intervention I'm sure.

[Joseph_B]

Hey @chrisjames,

Thanks for getting back to us with regards to this, I am happy your Netflix is back working, I will pass your feedback over to Kath.

Joe