Virgin Media has been removed as your payment method for Netflix; Netflix started charging me

[Scott68]

Today I received two emails:

One from streamingservices@virginmedia.co.uk informing me that Virgin Media has been removed as your payment method for Netflix.

Second one from info@account.netflix.com informing me that they have updated my account with new billing info and are now charging me £10.99 per month.

I called Virgin Media who confirmed my Netflix subscription is still included in my package and valid until December 2023.

So I called Netflix support - they told me that the partner payment from Virgin had ended and that I should call Virgin Media to get the contract updated.

I called Virgin Media again, suggested I go to Settings in Netflix app on my TV and change payment plan to Virgin.  Could not find such a setting, so suggested I call Netflix again.

Netflix asked me to check on Virgin Media app for the 'Restore Netflix' button - but this does not exist.

Called Virgin Media again, second line support checked with customer services that they have not sent me such an email.  I explained if that is the case, then how come Netflix have started charging me and have notification that partner payment has ended - ?

I am now stuck!

1. Is the email address real and belonging to Virgin Media?

2. How did Netflix get notification that my partner payment from Virgin has ended?

3. Can I cancel the membership with Netflix without cancelling the service via the Virgin Media plan?

[jonr2012]

Same thing happened to me today. Got a virgin media contract with Netflix for 18months (still 12 months left). Please sort this out. Already activated 6 months ago. I don’t have any other activate links in my virgin media account. Please help

[Dunderheid2]

I have exactly the same problem!  I received three emails today - one from VM and two from Netflix - stating that Netflix is no longer receiving payment from VM.  I have the Ultimate Volt bundle which includes Netflix.

I attempted to follow the instructions posted above to re-activate my Netflix membership through my VM account but the final page keeps coming up with an error message - Sorry, something's gone wrong!
We're having some technical issues so we can't add this right now. Please try again later.

Can someone from VM look into this for me.  Why is this happening to VM customers?

[Jaunty]

This has also happened to me today. Charged £15.99 by Netflix. Virgin said I was still signed up to Netflix. Netflix account says Virgin contract has ended.

Spent 20 minutes on the phone to 150 who had no idea what was going on. How do we fix this?

[Vrobbo]

I am having the same nightmare issue with the netflix account - all they keep doing is raising a ticket and not getting anywhere - they also promised to credit my account to cover the cost of netflix until resolved and yes you guessed it - no credit applied and about 3 complaints opened and closed without my permission. I try to go through the activate netflix button and no joy. Do not have VM as an option for the payment method. Can someone please help with this

[Zach_R]

Hi there,

Thank you for your posts and raising your concerns here on the community forums. We're here to help.

We were aware of a recent issue with Netflix subscriptions which has since been addressed and resolved. If you continue to have issues, please first check for an activation button/link on your My Virgin Media account to see if this helps.

If the issue remains for you, please let us know and we can go from there.

Thanks,
 

[db15]

I have activated my Netflix subscription with Virgin but I have been charged £15.99 by Netflix since doing this and there is another upcoming payment from Netflix for £15.99 to be taken out from my account next week.

I'm cautious that I have paid extra to have Netflix added onto my Virgin deal whilst still being charged by Netflix

Dan

[Tom_W1]

Hi Dan, thanks for your post here although we're sorry to hear of the concerns you've raised here regarding Netflix.

Usually, Netflix would only charge you directly if you have created another account with them directly, we would advise please contacting Netflix and they should be able to trace what's happened here - please let us know 😊

Many thanks

[CG1957]

Hi there,

I renewed my contract at beginning of September and have also now lost Netflix access despite it always being in my package. Netflix tried to bill my old details which no longer exist and put my account on hold. I have since spent the last two weeks talking to Virgin and getting nowhere. I believe I need to be sent an activation email (as my contract doesnt seem to have rolled over, rather it has been terminated and restarted). Any chance this can be done if the problem has been resolved as it is verynfrustrating mot to have access for what is now over 3 weeks! Not the best customer service is it?!

[efski]

Same thing happened to me.

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Netflix-account-suspended-as-Virgin...

No one seems to be happy to help me to sort out what you messed up which in fact is embarrassing and highly unprofessional.
As it stands you don’t meet contract criteria and I strongly consider cancelling it.

It’s been one month and one week now since Netflix was removed from my bundle and still nothing. 

Really disappointed!

[Matthew_ML]

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

I can see you are currently in PM with my colleague about this, please do feel free to message her if you need some more support.