Netflix activation

[aurrian]

So i appear to have a similar issue to many others.  I recently renewed my bundle and netflix is part of the new bundle.  Excellent timing as my parents and I were sharing their netflix (sky) account, and netflix are cracking down on account sharing so this meant we would have our own accounts.

I received the netflix activation email within 24 hrs, but when i clicked on it it told me i already had a netflix account.  In hindsight i think it assigned the new netflix subscription to my dad's netflix account (which i would have been logged into on my desktop) which is already linked to sky?  In any event my dad's netflix account is still linked to sky, but i am unable to activate my own bundled netflix account through virginmedia now!  I have logged out of the other netflix account, cleared all browsing history and cookies etc, but when i click on the activation email now i just get an error message. 

I contacted technical support who said the netflix activation email is linked to the virginmedia login email address, which i am sure is nonsense, however we changed the virginmedia registered email address and they said they would send another activation email, but it never arrived.

I contacted technical support again via whatsapp who said they would resend the activation email within "7 business days" but it never arrived.

I opened a complaint (which is still open) explaining everything.  I received a reply in poor english advising that I should contact technical support by phone as they needed to "make real time checks".  It would appear they never read my email.  Trying to go back to technical support again leads to being sent an SMS with all the same advice so I am back to square one.

As i type his email I am on a "priority phone call" to technical support trying to patiently and politely explain all of the above, but i think they actually just disconnected the call!

Netflix account recovery through "myvirginmedia" just gives another error message.

Ideas and suggestions welcomed.  I think i need a new activation email, but no idea how to get that.  Technical support so far has been frustrating, unhelpful, and frankly dishonest and unconvincing.

Do I have to raise the complaint to the ombudsman?

[aurrian]

Just some more info - when i try to use the netflix account recovery - it opens a sandbox.netflix.com webpage, and the error code is NSES-500

The outcome of the latest tech support call was that they have "successfully rectified the problem", and I would now receive the activation email within 24-48 hrs ?

[aurrian]

and on another browser with everything cleared it points to this page https://www.sandbox.netflix.com/partner/invalidToken?locale=en-GB - so the token is no longer valid

[aurrian]

on myvirginmedia, under entertainment services it looks like netflix is activated, as seen on screenshots, under "manage netflix" i only have the option to upgrade, so i am pretty sure the netflix activation tocken has been attributed to my father's netflix account, however when we log into his netflix account billing - it says the biulling is managed by sky.  I am pretty sure i need a new activation email.  Technical support seem to be unable to process this despite their promises.  I would imagine if netflix was removed from my bundle and re-added it would probably generate a new activation email, but I have no way of getting support or advice as technical support just go through the same script and dont seem to be able to escalate the case to someone who can fix it.

Hopefully one of the forum support team can help - please!!

[Ilyas_Y]

Hi there @aurrian, thanks for reaching out to us on the Virgin Media Community Forums. 👋🏼

I'm sorry to hear about the troubles you're having with Netflix. 😞
I will assist you and get this email generated out with one of our back end office staff.

I will send a private message.

Kind regards,
Ilyas.

[Ilyas_Y · Accepted solution]

Thanks for speaking with us today @aurrian on the Virgin Media Community Forums. 👋🏼

I'm glad we have been able to get in touch with the team in regards to this.
As advised - we have sent our back end team the details so they can get you the Netflix activation email sent out.

It will take several days to process, let us know how it goes once it arrives.

Kind regards,
Ilyas.

[aurrian]

Thanks

Still waiting patiently...

[David_Bn]

Hi @aurrian, thanks for your post.

I understand that you're currently within a private messaging conversation with one of my colleagues.

To seek any updates on this matter, please reach out to them and they'll be best placed to assist.

Kindest regards,

David_Bn 

[aurrian]

So Ilas here on the forum support team managed to reset the netflix activation for me and it's all working now!

Thanks

[Ashleigh_C]

Hi there @aurrian 

Thank you so much for popping back to us and we are so glad that Ilyas was able to resolve this for you. I'll pass this on to them.

Please do pop back to the forums in the future should you need any help at all and we will do all we can to advise.