Virgin Media Community

[Yokomoko]

I "upgraded" from the Ultimate Oomph bundle to the Ultimate Volt bundle On Momday and was told I would have a netflix activation email pretty imminently but I still haven't received it. Is there anything further that I need to do?

My online account is still showing I am on 630mbps broadband with the same payments as my previous bill, however the contract on my account shows that it started yesterday with the new deal? There's nothing online in my account to activate netflix. 

[Tom_W1 · Accepted solution]

Hi @Yokomoko thanks a lot for your post although I'm sorry to hear of your concerns.

I've checked and everything does appear normal that Netflix should be active for you so I'm sorry you've not received this.

Please allow me to send you a PM so I can look into this further for you - please expect this to arrive shortly and respond directly when you can!

Many thanks

[Yokomoko]

Still no email through. I thought the upgrade process was a little too painless this time around but there we go, Virgin always seem to have at least one issue every time you speak to them for something. 

[Chris_W1]

Hi Yokomoko, thanks for the message. 

I am sorry to hear that you have not received the activation email and this is not the experience which we want you to have with us. 

Can you log into the online account, click on Netflix and check if the activation button is showing? 

Chris. 

[Yokomoko]

I don't have a "netflix" to click on. The online account is still showing that I've got the ultimate oomph bundle as I've previously said (with M600 broadband)...

[Chris_W1]

Can you confirm if you have received and replied to the PM by Tom? It looks like an IT has been raised to get this resolved for you. ^Chris. 

[Yokomoko]

Yes I have. And I spoke to the incompetent support on 4 separate occasions now after various promises that it'll be resolved this week. 

I've raised a complaint (which virgin kindly closed without the problem being resolved, which I had to contact them once again to get re-opened). Hopefully I might get my email at some point in the next 18 months.. 😡😡😡

[Chris_W1]

Hi Yokomoto, thanks for the reply. 

We are working hard to resolve this and our IT team should resolve this soon. 

Chris  

[Yokomoko]

AMAZINGLY, after twice being assured it'd be resolved in 3-5 days, still not resolved. Now I'm asking myself why I re-contracted when I've had endless issues every time... Must be something wrong with me.

[Adri_G]

Hey Yokomoko, thanks for your posts and updates on this matter. We're sorry to see the frustration caused by this, we can appreciate why as the ticket raised has not been resolved yet. Please, bear with us while the team is fixing the Netflix account issue for you, they will be in touch to advise once resolved.