took over deceased mother's contract. netflix disappeared but still being charged, +other probs

[luvmytech]

I took over my recently deceased mother's contract.  Ultimate volt bundle . was told verbally on the phone  that to activate netflix would be able to do this by going to entertainment services and clicking on an "activate netflix button" after 48 hours or so of new contract starting.   .... no such button exists that i can see. 

chatted online via chatbox to someone who said the same thing , then said an email would arrive after another 48 hours to activate netflix ..... of course nothing appeared. 

have also received extra charges for paper bill that was not requested.   other issues related to the bereavement transfer as well  .. main point of this post is to seek info about netflix issue. I'm aware that others have had the same issue. 

thank you in advance for any help. 

[newapollo]

Hi @luvmytech 

Sorry to read of your mothers recent passing.

You need to sign into https://www.virginmedia.com/my-virgin-media 

On the screen that opens scroll down to the Quick Links section at the bottom of the page and click on the Entertainment Services icon. Then on the next screen that opens you should be able to clicik on the Manage netflix icon (see screenshots below)

[luvmytech]

thanks newapollo. Alas what I get is the Netflix box but without the green tick or any option to "manage netflix subscription" it's just like the Disney+ one 

[luvmytech]

been on the virgin media chat box this afternoon trying to sort it out. utterly hopeless. cannot even understand the problem and told me to contact netflix who told me it was virgin media's responsibility.  I see that it's a common problem when people start new contracts  . 

[luvmytech]

took over deceased mother's account. 

she had netflix included and this was part of the reason for continuing. 

on trying to access netflix i can login but when clicking on something to watch it says " account has been paused please update payment details"

reading the fora this has clearly been a common problem.  i tried sorting via the chatboxes but the agent did not even understand the issue, told me to contact netflix who of course said it was a VM problem.  the first agent i chatboxed to said i would get a code within 48=72 hours. of course this did not happen. 

i see some people have had a resolution via these boards so if someone could help me would be most grateful. thanks

[Akua_A]

Hi @luvmytech 

Welcome back to our community forums and sorry to hear you are having issues activating Netflix and charg4es for paper billing. We can understand the frustration caused and want to best help. To best look into this, we have sent a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,

[luvmytech]

thanks i have replied to your email