Netflix - The big bundle lie

[MXmaster]

Well… after over several loyal years with Virgin, so disappointed with current service levels around resolving a new package that you recommended and then didn’t deliver on. 

I’ve emailed, phoned and chatted several times with the same answer. 
“We will email you a Netflix activation link again”.  
Package signed up in March 2022, and it’s now June 2022 and still no Netflix. 

Like most, getting the usual ‘promises of a fix’, and ‘we are working on it’, and ‘it’s complicated’ we had an issue. 

Considering I pay for the top package - how hard can it be for someone to active Netflix and send me a link to use it? (Please don’t tell me for the 100th time it IS active as it is not visible on my online account). 

Did anyone ever get VM to fix their issue? Amazed you can offer something that doesn’t get given in terms of contract. 

Simply - fed up!

Knew I should have switched to sky when contract ended. 

[MXmaster]

Well here we are…. 7 months on, and still no Netflix and still paying for the package….

Technical support told me again “IT are working on it”, the same as they did last March!

Its becoming quite a joke and not sure what options I have next?

What a ‘lie’ of a bundle!! Shameful really  

 

[jem101]

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@MXmaster wrote:

Well here we are…. 7 months on, and still no Netflix and still paying for the package….

Technical support told me again “IT are working on it”, the same as they did last March!

Its becoming quite a joke and not sure what options I have next?

What a ‘lie’ of a bundle!! Shameful really   

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So you have been paying for Netflix for the past seven months or so and not getting it, yes? Firstly, you haven't spoken to 'technical support', that doesn't exist, you spoke to an offshore, outsourced customer services person, probably on whatever passes for minimum wage in that part of the world and whose training consists of 'can you read a script from a screen, and if in doubt just make something up?' Yes? Good you've got the job!

Right, you need to initiate a formal complaint to VM, do NOT do this over the phone but via the website and make sure you get copies (if not screen shots) of what you are saying and what the responses are. Request a 'deadlock letter' from VM, this will almost certainly be ignored or denied as will any sort of reasonable response to your complaint. That's all fine, if anything it will strengthen your claim and request for compensation when it inevitable ends up being escalated to the industry adjudicator CISAS.

Still let's see if the forum team here can intervene and save their company a bit of money by sorting to out before you kick it upstairs, so to speak!

[Steven_L]

Hey @MXmaster,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear that your Netflix issue hasn't been resolved yet, this is far from the service that any of our customers should be having. I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Regards,
Steven_L

[DeeplyRetired]

Steven_L, good to hear from you. Where will the private message be posted? eMail or somewhere else?

[MXmaster]

 

Well everyone! It gives me great pleasure to finally close this thread with a result at last!!

Exactly 12 months later, and having given up all hope, the email finally arrived asking me to activate Netflix Standard as part of my package I paid for and signed up to in March 2022!!!

Fair to say - a year in the making to get a resolution! I never promoted the email - it just arrived all by itself as I had given up months ago on getting Netflix on my package. 

Good luck to everyone else still waiting - maybe, like me, on the anniversary of your package join up, you too will get the email!