At wits end with Netflix missing in my Ultimate Volt contract

[SK22]

I signed up for Ultimate Volt package at the end of March, for installation April 14th. Netflix was promised to be included in the package, but apparently got lost somewhere. After phone/online chats with Virgin support staff without success in getting Netflix registered and accessible I raised a complaint, that seemed to be dealt with - credited with some compensation and a promise that I would receive an activation email within 24hrs - this was on 9th June. 

Still, not activated I tried following up the complaint in another online chat - all the details were verified and, apparently, an IT case raised to get activation - within 72 hours (ie. about a week ago). I have the complaint and IT case reference numbers.

So, over two months without Netflix access  Never had it before but we really want to watch the new Borgen series.

What on earth can I do to escalate this and get what I was offered/signed up for when I switched from BT?  Do I need to take this to Ofcom?

[Zoie_P]

Hi SK22,

Thank you for your post and welcome to our forums 🙂
I am so sorry to hear you have been having some issues with your Netflix, we are aware this is affecting some customers, I am so sorry can know this can be incredibly frustrating. I can take a look into this for you to see what is happening with your IT ticket 🙂
I will pop you over a PM, keep an eye out for the purple envelope.

Zoie 

[SK22]

Zoie, 

Thanks, have replied to you PM.

[SK22]

Netflix access is now working for us: Received "the e-mail" and set up password, profiles etc.

Can't say whether this was due to some specific intervention or not, or just that the flow of contract, complaint, calls, e-mails, chats, and IT ticket was finally actioned successfully after reaching the head of a long queue. 

[Akua_A]

No problem @SK22, happy to have helped with this.

Please do not hesitate to contact us if you need any further help.

Thanks,