Netflix not activated

[jo666]

• Netflix subscrtiption cancelled by Virgin Media 12/5/2022 – not requested by me.
• Phone call 13/5 – VM changed my package to one that included Netflix.
• Phone call 14/5 - Still haven’t got Netflix and package is not the agreed price.  Advisor changed package to that agreed and advised that I should wait for email from Netflix.
• Phone call 20/5 – still no Netflix
• Phone call 24/5 – still no Netflix
• Phone call 26/5 – still no Netflix – complaint raised about all of above.  Advisor supposedly raised IT ticket to be actioned by 6/6 – he would call back
• Phone call 6/6 – still no Netflix – after 1 hour and 10 minutes and adviser going off to sort out, I was told system was down.  Requested resolution and a phone call for next day.
• 7/6 No call from VM.  Phone call – another 1 hour listening to ghastly music.  Advisor tried her best to help but was unable to resolve.  Agreed that the level of service I received was unacceptable and said she would immediately escalate this to a manager.
• 9/6  -  this email received closing my complaint, though no one has discussed with me.
• 10/6 - another hour+ on the phone tried to help but had the same issues as me when trying to manage via app.  Complained that my complaint had been closed without resolution or discussion and asked for it to be reponed immediately.  Lydia promised to call back before 6pm.  No call received.
• 11/6 - phone call to VM.  Another hour of my life wasted.  Advisor tried to help but said Lydia had raised an IT ticket which was assigned to her.  Advisor would contact Lydia to call me.

No phone calls from VM this week - surprise, surprise.  What black hole do IT tickets disappear into?

As many on this forum appear to have the same problem, when will this be fixed?

Very frustrated and angry

[marslee73]

Just like the top post on here my Netflix subscription has been working fine for a few months however they have been billing me for UHD which i have not had activated.

02/08 spent 3 hrs on there chat getting a credit back onto my account for the £20 that was owed, they raised and closed a complaint and confirmed with email.

02/08 15 minutes later i receive another email telling me my subscription has been paused on Netflix for NO reason!

02/08 Called back again and spent 30 mins telling them my service has been cancelled, i get an apology and then told just click on the activate tile (THE ONE THAT DOES NOT EXIST)  and it will be live again.

02/08 Getting irritated now, call back again get told that it is unacceptable for that to happen, will resolve it right away - guess what, NO YOU DIDNT

02/08 Called back again because I'm now getting chew from the kids, Im told that they are reading the notes, 5 mins go by then i hear a male voice say "Hello" i reply and then they cut me off

02/08 Exactly the same as above however they don't read the notes this time, they just cut me off.

What sort of bloody service is this, why do i have to spend a whole day trying to resolve being over charged for a service i don't have and then to be cut off. Maybe i should clear my diary for round 2 tomorrow or maybe the CEO gets an email. VM its **bleep** poor and you need to improve, pull your finger out and own the mess you have created.

[Jodi_S]

Hi marslee73,

A warm welcome and thanks for posting on our community forums. We would like to apologise for any inconvenience and disruption this issue has caused since removing the premium Netflix charge from your account.

Can we ask how you first subscribed to this service, was it via the activation email or through your Virgin media account?

We would like to investigate this matter further for you, so I am going to pop you over a private message to take some details. Please click on the purple envelope to accept the chat.

Kind regards Jodi.