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On our wavelength

Upgraded package to include free Netflix not received e mail with link to sign in tried phoning three times still no e mail link tried manage Netflix on app that's not working either any one help appreciated


On our wavelength

Still no response from virgin after another ticket raised 7 days ago 4 tickets raised over last month not one response pointless system

Hi @onionsm thanks for your post although I'm sorry you're still having issues with activating Netflix.

It looks like you have an IT Ticket raised when you've recently spoken to us, so you would need to wait for this to be resolved.

Thanks for your patience within the meantime and we'll be in touch when things are resolved.

Many thanks


On our wavelength

I love your optimism I have already raised over 4 tickets over last 5 weeks never had a response and issue never resolved I have phoned numerous occasions  been cut off over 3 times for same response to come back will raise ticket we will contact you within 2 working days then going to 5 working days all depends on who you speak to, I called again tonight spend 10 mins explaining then cut off called again usually response ticket 

Hi onionsm, thanks for the message and sorry to hear that you are having issues with the Netflix service. Our IT team are aware of this issue and are working through tickets as fast as they can. Hopefully they will have this resolved for you soon. ^Chris. 

Almost 10 weeks and numerous tickets raised. Absolutely no communication or call backs from Virgin Media. So sad to read that so many others are having issues. I have only just come across this forum. I have spent hours on the phone chasing...just hitting a brick wall every single time. 

Hi Sandyhamster_79

Thanks for posting and welcome to the community. 

I am sorry for the Netflix issue, this is a wider issue but if you've got a ticket raised, the team would come back to you when this is sorted.


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

On our wavelength

You haven't got a hope of virgin sorting it ticket raised just means they throw it down the toilet I never received a reply from ticket raised over 6 now and counting total waste of time unfortunately call centre employees find it difficult to understand what the customer is calling about regarding Netflix I don't think they even know it's part of customers package standard reply raise ticket etc 

Hi there @onionsm


I am so sorry to hear that you have not yet heard back from your IT ticket! 


I have checked and I can see that the ticket is still open and our team are still looking into this for you. We are so sorry to hear that you have been waiting and we understand how frustrating this is. I can assure you we will do all we can to resolve this for you. 


Thank you. 

On our wavelength

Another week pases and still no reply from virgin media team 🤔

Alessandro Volta

The whole VM/Netflix fiasco seems to have been going on for quite long enough now.   VM have offered something, you've accepted the offer, VM have failed to deliver.  That's a breach of contract.  Given the enduring issues, I'd suggest you (and indeed anybody else still affected) contact Citizens Advice.

Alternatively you need to complain to VM using the web form in My Virgin Media, state that they have failed to honour the terms of the contract, attempts to rectify this failing have been ineffectual and you hold them in breach of the contract under the terms of the Consumer Rights Act 2015, section 52 .  State that you are now making "time of the essence", offering them ten days to honour their commitments and provide you with the full service, and additionally to pay compensation for the weeks/months of delays, and as a separate item to pay compensation for the poor customer service.  I'd suggest £15 a month for failure to provide the Netflix service, and £60 for the poor customer service.  Maybe that will get the required outcome, but realistically VM's complaint handling has been so poor you should expect to be fobbed off.  If that's the case (or they agree to some but not all of your requirements), then you reject the resolution email and ask for a deadlock letter.  With the deadlock letter you involve the industry complaints adjudicator (and a further compensation request of say £50 for the poor complaint handling).

If the forum staff can intervene to sort this it will be easier for you, but use the complaint route if VM don't offer a settlement ("goodwill credit") that's of an appropriate value.