Constantly logging me out of on demand services
Hi ,over the last week my box has constantly been asking me to login to every on-demand service via my phone , netflix , 4od , iplayer , everytime I try to watch something on my TV . If I reboot the box then its fine for a couple of hours , but later that day the same thing will happen again , I'll have to take a photo of QR codes multiple times to watch things . If I dont it wont let me into the service or I'll get an error message saying the app is not available temporarily eg on netflix . How do I fix this please ,I tried ringing up earlier but after 20 minutes on the phone being passed from various bot to bot and not speaking to any humans whatsoever I gave up .Repeated Unauthorised Netflix Charges on Virgin Media Account – Anyone Else Affected?
Has anyone else experienced this issue? Back in April, a Netflix subscription unexpectedly appeared on my Virgin Media bill. I never signed up for it and have never had a Netflix account linked to my email. I contacted Virgin Media customer service, and to their credit, they removed the charge and recredited my account. I assumed that was the end of it, but the same charge has appeared again on this month’s bill. This time, customer service informed me that they are unable to remove Netflix subscriptions and that I need to resolve the matter with Netflix directly. This is confusing and frustrating, especially since Virgin was previously able to remove the charge themselves. I have no way to contact Netflix, as I don’t have a Netflix account or any email address associated with one. The subscription appears to be entirely tied to my Virgin Media account. I’ve come across several online reports and even media articles highlighting that others have faced similar issues. I’m wondering if anyone else has encountered this problem recently? I’m getting nowhere with Virgin Me dia support and would appreciate any advice or shared experiences. Thanks in advance.
Netflix Plan with Ads
I very recently re-contracted with virgin media and previously I had Netflix Standard included as part of my old package. At renewal I understood I was signing up to the same package however I now have Netflix Standard with Ads. Why has this changed and why am I having to pay an upgrade subscription if I want to avoid the Ads when I previously did not? Any help greatly appreciated.Wrongly added Netflix premium to my account and still being charged!
I have virgin media - broadband/phone/basic tv package. I discovered in May that I was charged for a Netflix premium subscription every month since January despite not signing up for/even watching Netflix. I called the customer service and I was told they would look into it. I am still waiting for a response about a refund. At least they told me the netflix premium subscription had been cancelled going forward. But now it has appeared again on my next month's bill! How can virgin media charge me for something I did not ask for and then continue to charge even when they told me it has been cancelled! The call centre keeps telling me that I am not being charged but it is clearly on the bill for the last 5months!Stream box apps are incredibly slow
I've got 2 brand new stream boxes (Flex), one upstairs and one downstairs. Regular TV seems to work fairly well but the apps are so sluggish, it feels like the boxes are severely underpowered. Netflix especially is almost unbearable - scrolling up and down in the menu is so slow, starting a programme can take up to 30 seconds and it often takes a while for any subtitles to display. Once a programme starts playing and has buffered it works fine, but everything else is a truly miserable experience. Surely for a fairly new paid service it should work much better than this? Even the smart TV apps on my 6 year old TV aren't as painful to use as this. I am going to have to revert to using a Chromecast for apps I think because I have pretty much given up on the stream boxes now for anything other than live TV.Netflix Billing
Ever since I renewed my plan with Virgin in December 2024 there have been continual issues with billing. On 18th December 24 I received emails from Virgin Media – Great News Netflix is included in your package with us, follow the steps below which I did. Then received an email from Netflix saying click here to link Virgin Media to my current Netflix account, which I did. I then received an email from Netflix stating that my payment info had been updated and would now be through Virgin Media. What could be simpler, how wrong I was. In January on receiving my first bill on the new plan, I was charged for phone calls which were part of my package, and the irony of it was that these calls were to Virgin Media! To make matters worse when I questioned this, and it was agreed that the costs should not have been there, instead of being a credit, it was added as a debit! This however is not the main issue of this post. Ever since renewing my plan, there have been issues regarding billing and correct integration of my existing Netflix account. I have the Mega Volt bundle, which includes Netflix Standard with Ads as part of the bundle. My existing Netflix plan was Netflix Standard. When I received my first bill in January there was an additional charge for phone calls as above, and an additional charge of £7.20 under Entertainment Services for Netflix. I called VM on the 11/01/25 and they agreed that the charges should not be there, however they did not seem very interested so I rang again on the 13/01/25.went through everything again and was told that this would be raised with the manager and someone would call me. No calls were ever returned. In February, the same thing happened, additional charges for Netflix. I phoned on the 11/02/25 to question this again, and was told that the charges were because I had Netflix Standard, and my VM plan was Standard with Ads. I asked how to change this and was told that I need to go to my Netflix account and change the plan there. I did this and 30 minutes later an email from Netflix arrived stating that my plan change had been declined by Virgin Media. I phoned again, and was told something different, change it through the TV via the subscriptions sections. I could not see where to do this, so I rang again, and was told it should not be done that way. 3 phone calls in 1 day and told 3 different things! On the 3rd call I was asked if I received a “Verification Code” which I had not. I was told that this would be passed to the back office team and I would receive a code within 48hrs and that the whole issue would be sorted within 10 days. I was advised that Virgin Media had issues with emails not being sent out with links/codes. I never received a code and the issue still remains and has actually got worse. I phoned again on the 27/02/25, as the 10 days had now passed, and was told something different, this time go through entertainment services and click Netflix, enter the verification code which would be sent via email then change the package to Standard with Ads on the screen, however it displayed “ Sorry, somethings gone wrong! We’re having some technical issues. Please try again later. I was asked to try this multiple times as requested by the Virgin Media person no of which worked. I was told that a “ticket would be raised” and it could take up to 10 days to be resolved, but I was also told that the person I was talking to would put a note on their calendar and either they or someone else would ring me back. No calls were ever returned. On the 04/03/25 I checked my Entertainment Services Netflix section and it was showing a different graphic. I then went to my Netflix account and was able to change my plan from Standard to Standard with Ads, which I did and it displayed a message saying that Virgin Media had been informed of the change, I also received an email from Netflix confirming the change. On the 11/03/25, I received an email from Virgin Media stating that Virgin Media had been removed as the payment method for Netflix. I checked my Netflix account and the billing had changed from billed via 3rd party (Virgin) I phoned Virgin Media to ask why and they could not tell me. Netflix also emailed and Stated that Netflix membership is no longer being billed through Virgin Media and I was billed £5.99 direct by Netflix. In addition Virgin Media still has a charge for entertainment service for Netflix, a service that they had stated had been suspended. The person I spoke to was not very helpful and could not offer anything as to what was going on, but that someone had been looking at my account earlier that day and was escalating an issue. On the 14/04/25, yet another bill from Virgin Media including the £7.20 for Netflix services, a billing service that Virgin had advised more than a month previous had been suspended and I had also managed to change my plan on the 04/03/25. I rang again and Virgin Media could not advise why my account had been suspended or what the £7.20 charge was for! The person I spoke to would not answer any of my questions and was very rude and put me on hold and transferred me to someone else. I went through everything again. I was told a complaint was being raised and I would receive an email regarding this, this email never arrived, and on checking the status of the complaint, it was closed very shortly after the call finished. I was told the best thing to do was to cancel my Netflix subscription, I said I was not going to do this as everything that Virgin Media advertise state this is all do automatically by Virgin. I was told that this would not happen again and that it would all be resolved and that I would not have to ring again. The person I was speaking to then tried to sell be a fasted fiber package, and I told him I had no intention of changing any part of my contract as Virgin had not yet managed to uphold their part yet. On the 28/04/25, I checked my Virgin Media Netflix section and it now appeared that that the account had be incorporated. However it did not state what type of plan. I entered a verification code which I had requested but it showed “request in progress” and did not change. On checking my Netflix account it still shows that I would be billed direct, not via Virgin. On the 12/05/25, Netflix took £5.99 from my credit card. I called again on the 16/05/25, and was told that I had been sent a link/validation code on the 16/04/25. I had not and stated this, yet another compliant was raised, I received this one, but the wording did not resemble what the issue was, and again was closed about 20 minutes after the call ended. This was once again to be passed to the back office team, I requested that someone call me when they think this has been resolved, and I was advised that this had been put into the notes. On the 23/05/25, I checked my Virgin Media entertainment service section, and it had changed again, it now requires “Activation”, I clicked on this was sent a code, entered it and it displays a message “Netflix Activation. To activate your Netflix account, just complete your sign up on Netflix website. When you’ve finished, close this window. It may take a few hours to reflect on your Virgin Media account. “ I don’t know what I need to do on my Netflix account as there is no instructions/links or help in what needs to be done. I have checked again on the 27/05/25 and it still states that I need to Activate my Netflix and also Netflix is still billing me direct. I have not received any emails stating that the linking of accounts has been successful, nor activation codes unless I request them. I have wasted over 7 hours in phone calls to at least 14 different people at Virgin Media, not once has anyone rung me back as I have been told on many occasions. I have not received any links/codes or notifications that my plan has been changed and needs to be reactivated. What am I supposed to do? It should not take nearly 6 months to sort an issue like this out!
Unlink Netflix from VM billing
I know this has been asked many times but has anyone managed to successfully unlink their Netflix account from VM for the purposes of billing. When we originally had Netflix included with VM it was for the Premium service whereas our renewal downgraded it to the Standard package. I get my mobile through EE which includes Netflix Premium however I cannot seem to detach my Netflix account from VM to use it with EE. I’ve spoken to Netflix who say it’s not them and VM customer service simply don’t seem to understand what I am wanting and pass me from pillar to post!