I, like many other people have experienced Netflix activation issues and BB speed upgrades not being applied. I re contracted two months ago to the Ultimate Volt package knowing the potential for things going wrong with Netflix etc.
I had issues with everything, O2 sim, no increase in speed, no hub 5 and more importantly ( for my better half) no Netflix. I had various discussions with agents on the phone, web chat, PM IT ticket raised etc. I eventually raised a complaint on the website and was pleasantly surprised when I received a phone call from a Forum manager….he listened to my complaints and very poor experience with VM over the last 2 years and in particular since I renewed recently. He gave assurances on what he would do to try and fix things and what he would offer if he couldn’t fix things.
He arranged for upgrade on BB speed ( done within hours) send out latest Hub 5 and restart the contract to see if this would trigger activation code for Netflix! He said that he would phone the next day to see any progress….he phoned when he said he would but unfortunately the Hub hadn’t arrived….said he would phone back next day….Hub arrived….activation email arrived too ( much to my surprise). He phoned again and I updated him on the progress.
I also negotiated a £5 credit for the remainder of this contract.
I would like to especially thank Molly T for her help in resolving my complaints.
I would advise anyone who has problems to make a complaint and hopefully you will get things sorted.