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Tuning in

Hi we have a package from VM that includes Netflix. We registered but two days later received an email from Netflix saying that they were unable to collect payment from VM & we’re cancelling our subscription. Over two weeks later and several calls to VM we still don’t have access and seem to get a different explanation/excuse every time I call. Is anyone else experiencing similar issues please?


Hi Michael, thank you for returning to the thread with an update!

Pleased to know the original Netflix issue has now been resolved for you - apologies you have now also got an email access issue! In the first instance, have you tried resetting the password via the 'forgotten password' process?

First, head to webmail here: 

Then pop in your email address, and then click the link for 'forgotten password' which will run through the process to reset this for you. You can update the password to one of your choosing. 

If you are unable to complete the process via this route please return to this thread and let us know! We can then send you a PM to offer further support if needed. 

All the best!


I wish you could sort it out for me Molly, I have only been waiting 4 months😪😪😪😪😪😪😪

Hi Molly,

 I spoke too soon…

Netflix worked for a few days, just tried to watch tonight and can’t access again. Get the ‘Oops Something Went Wrong’ message. 

This is so infuriating. 

Forum Team (Retired)
Forum Team (Retired)

Hi michaelcork, 

We are very sorry to hear you are again having issues with Netflix. 

Are you still getting the error message on Netflix? Also, are any other streaming services having an issue?




Hi Nat,

No problem with other streaming services, Disney+ and Amazon Prime working fine. 

I managed to speak to Danny in the Faults Team yesterday and we’re back watching Netflix, but the issue isn’t resolved. Instead, Danny has credit my account with £21.98, effectively two month’s’ subscription costs, and I’ve paid/subscribed on my credit card. 

I’m very grateful to Danny for this but I’m still puzzled as to why something so simple takes so long to get right. I hope that it won’t take two more months! What I would say is that when you eventually get to speak to someone in the U.K. Faults Team there is a noticeable improvement in service. Obviously the issue still isn’t sorted but ownership is taken and action proposed. 

It’s just so painful a process to deal with the ‘normal’ customer service team - just a series of untruths and broken promises designed to get you off the phone as quickly as possible. 

I know the use of overseas call centres are driven by costs, but seriously this whole episode has really disappointed me. I’ve been a customer since 1998 and mostly very happy with Virgin, but if this is the standard of service and support we get when things don’t work as planned then I might have to reconsider when my contract expires. 

You can cancel before the end of the contract can't you - and just give notice?

Hey just found this info in this Community....

Good to know if you also decide to cancel

Hi there @michaelcork


I'm so sorry to hear that this has happened, though I am grateful Danny was able to arrange a suitable solution to the temporary issues. 


Did they mention if they had raised an IT ticket at all to have the actual fault resolved for you? If so did they tell you what the next steps would be? 


Thank you. 

Joining in

I had netflix but cancelled the payment was deducted by VM and we werent getting the service ive recently renewed my package with VM inc netflix but still dont have access and i keep getting info asking me reactivate my subscription which has someones elses info on which if i could activate it i dont want to be charged twice VM said they would send an email with an activation link which never arrived that was a week ago please help 

Forum Team (Retired)
Forum Team (Retired)

Hi LEANNE1959, 

Welcome to the Community and thank you for posting. 

I am very sorry to hear of the issues you have faced with the Netflix service, we will do all we can to help. 

It is very strange that you have received the email but with the incorrect details, with this being the case we would need to check a few things from our side. 

I will pop you over a private message to the purple envelope on the top right of this page and we can go from there. 

Speak soon,