I believe Netflix can be billed via your Virgin Media account and may of been added as a bonus or offer.
Do you have a Netflix account already? If not then go to the Netflix app on your Virgin TV box and sign up and I believe the included subscription will automatically attach to your new or existing Netflix account.
Thanks for both replies. I have a Netflix account but my subscription lapsed a while ago. TBH when I was on the phone to retentions I was speaking to a very pleasant Asian lady who I assume was in India or somewhere similar. It was a very poor line and due to that, her accent and my hearing I did have difficulty hearing a lot of the conversation.
Just waiting for the picture attached to be approved by a moderator and yes I know what you mean about call quality with overseas call centers, I had a very bad call with Sky recently and when transferred to UK department the call was crystal clear.
I would say try logging into Netflix using your old account and see if it prompts to activate a Netflix subscription with your Virgin account, otherwise I would wait and see if a staff member can advise further.