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No netflix activation, support not able to help

mouseymousey
Tuning in

Hi

Started a new contract about 4 weeks ago and have never received a netflix activation email. There is no netflix section in my member area on the virgin media portal. 

I contacted support via WhatsApp and they raised a ticket and told me to wait 3 days. I contacted them well after 3 days and was told to wait another 3 days. That was about a week ago. 

Has anyone been able to get this issue resolved?

Thanks. 

5 REPLIES 5

Matthew_ML
Forum Team
Forum Team

Hey mouseymousey, thank you for reaching out and I am sorry to hear this.

Does your contract paperwork state Netflix was included?

Have you checked your junk / spam email?

If an IT ticket was made it can take 5 working days sometimes a little longer.

Matt - Forum Team


New around here?

Hi - thanks for the response. Yes the contract does state Netflix Standard. Spam has been checked - and I was told by support that even if I didn't get the email there should be an activation link in my account online.

The ticket was raised on 7th April so the 5 working days expired well over a week ago and still no netflix or any communication about it.

Have you got any suggestions on how to escalate this?

Thanks again.

Thanks for the reply @mouseymousey 🧾

If you go to your My Virgin Media - do you see a Netflix activation link on the home page?
Can you also check the web page on MyVM to see if it's there?

Let us know.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Thanks for the reply. Sorry if I wasn't clear, I have already checked this. I check it at least once a day and there is no link anywhere in my Virgin media. 

In summary, no email, no link on my Virgin media and no response to support ticket that is well over a week outside the 5 day SLA. 

Any help gratefully received. 

Hi @mouseymousey thanks for responding.

Sorry to hear that you've still been unable to use your inclusive Netflix.  I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee_R