Virgin Media Netflix subscription

[Jamie_R]

In February 2024 we moved into temporary accommodation and took the Virgin service with us.  This included the Ultimate TV bundle that threw in a Virgin payment of Netflix subscription.  The move was very efficient and all services work straight away - apart from Netflix, which took 7 weeks to resolve following various 5 day guarantees and calls with IT team and complaint team etc.  I believe it was resolved when a new activation email was sent out.

With a building works now finished we have moved back and again all has gone well....

... except the Netflix subscription!  Two emails.  One from Netflix stating payment method needs updating and one from Virgin Media stating Netflix subscription has been suspended.  How do I resolve as the phone options heads down many paths that never seem to lead to relevant advice as do the clever BOTS.

Any advice greatly appreciated.   

[Matthew_ML]

Hey Jamie_R, thank you for reaching out and I am sorry you are having some issue with Netflix.

Let me send you a DM and we will take a look at this.

[Jamie_R]

Thanks Matt,

Are you or anyone from the Forum team online at the moment?  We played some message tennis yesterday to try and get security checks done but then reached the end of the day.  I'm keen to get this resolved ASAP.

[Matthew_ML]

Please see our DM's.

This platform is not an instant response sorry. 

[Jamie_R]

Despite not being able to get Matt's support (failed security questions but not able to support the process of understanding which questions failed) I managed to get through to a human offshore.  This is quite a struggle as the triage phone service is desperate to signpost you to web based solutions that never quite hit the mark.

Anyway - enough grumbling.  More positively I did speak to an agent who was very patient with my ranting in the face of anoth month or two without Netflix who asked my to actually spark the TV up and see what happened.  Opened Netflix and selected my profile - to reach the "update payment" screen.  The call agent patiently then asked me to select the update payment button and I saw the 1. scan with QR code or visit Netflix to update payment; 2: update payment and 3:  continue watching Netflix.  All of which I don't want to do as Virgin are meant to be including Netflix.  However, the selected button at the bottom of the screen was "proceed with update" and he suggested I click on this.

On doing so it just returned me to my standard Netflix account.  Voila.

He also explained that Virgin media provide a standard Netflix subscription as opposed to their premium service and it is probably this that Netflix were trying to get me to pay for?  Also explains why when I search for any "must watch" Netflix films, many of them are not available.  However - I'm delighted to say that I have got Netflix back.

I hope that this outcome may be of use to others who are struggling with resuming Netflix following a house move?

I would also ask that Virgin could be more aware of this and guide its customers through the process.  Why would Virgin send out an email saying that their payment of the Netflix service is postponed?

Cheers

Jamie

[Matthew_ML]

I am glad to hear you managed to get this sorted out.

We understand not passing security is frustrating and we are unable to do any account action without this.

With Netflix we offer Netflix Standard with ads unless your order confirmation states differently.

If you wanted to upgrade to a better Netflix package you can do without the ads for £4 per month.

Any issues in the future you know where we are. 

[Jamie_R]

sorry Matt, I spoke too soon!

it turns out that, although it appeared that I did have access to Netflix programmes, as soon as I selected one the screen returned to the update payment method - so back to square one I'm afraid.

What confuses me is that, in preparation for the house move, Netflix send an email stating that I need to update my payment method AND a seperate email from Virgin Media informing me that the VM payment of the standard Netflix account has been cancelled.

I remain on the same bundle and reasonable deal you offered but I am not receiving the services (Netflix) that are promoted.

I believe that the solution relates to getting an activation email that allows me to log in to Netflix using the account details matching the Virgin ones?

Just finished with another call agent who was perfectly friendly, tried their best but in the end had to write a ticket for the Netflix support team to resolve the problem within 5-7 days.  Fingers crossed but I've been here before - multiple calls, mutiple tickets, no resolution for weeks / months and then it resolves itself and I return to being another feed to this company!

Disillusioned? Me?  

[Matthew_ML]

Recently out T&C's have changed with Netflix.

Now you only get Netflix standard with ads for free, if you wanted ad free its an extra £4 per month.

These new terms apply to anybody who is going to do a renewal, a house move or a new contract.

This email being sent out as confused a lot of people but this email doesn't mean your Netflix is stopping it just means the ad free version is stopping. 

[Jamie_R]

I'm not worried about Netflix stopping.  I'm worried that it has stopped.  Exactly the same issue we face 9months ago when we moved into temporary accommodation (Virgin transfer was incredibly smooth BUT Netflix disappeared).  On returning to our rennovated property everything has again been smooth - apart from Netflix (any Netflix).  Email from Netflix stating that payment details need updating and, at exactly the same time (just gone midnight on the day we moved house), email from Virgin stating Virgin payment of Netflix subscription has been cancelled.  

Disappointing that standard Netflix will now have adverts and limited access to films but to be expected from a company that loves to shine their service.

The bundle I'm paying for still includes Netflix (not matter how limited it is) and I no longer receive Netflix.  I'm awaiting the promised 5-7 days resolution your call agent guaranteed but resigned to the fact that I will be calling back on day 8 to hear the same promise of resolution within 5-7 days.

Oh if you could provide the services your friendly sales people say you provide!

Ooo - another pamphlet from City Fibre lands on my doorstep...  

[Jamie_R]

So - no resolution possible from the community.

The Virgin helpdesk people did their best (without any progress) so a IT request was raised 14 days ago with a guarantee of resolution within 5-7 days.  Silence.

This issue is not a unique one - there are many who struggle to get a working Netflix after a house move.  Virgin have a fantastic marketing team who promise so much and it's only pennies more...until it isn't as the price rises above RPI and the promises are eroded into ah it's standard and oh yeah, its with ads.

Disappointed - but a mug as I've been with NTL / Virgin for 25 years...