Netflix Activation
Hi Everyone, I’ve got Netflix free as part of my package but I never received an activation email. I was already a Netflix customer at the time I moved to virgin media. On Sunday I spoke with Virgin via chat and was promised an activation email would be received within 24hrs! Nothing arrived. on Monday via chat again promised 24hrs and nothing arrived. On chat again Tuesday then told it will take upto 5 days but it’s Friday night now and I have zero faith anything will arrive or change. i can’t activate via the entertainment services page as that just gives a generic error. also raised via phone (almost impossible to speak with an actual person) with complaints team but again can’t see anything arriving on a Saturday/Sunday so we won’t be watching Netflix is my guess. Has anyone got any advice or been through similar. Starting to regret the move away from SKY.Solved4.7KViews3likes116CommentsHouse Move - Cannot View Account
Has anybody else actually gotten their account properly linked to their new property after a house move? No matter what I do my email brings up my old address/account details. I flagged my move in October. My broadband was finally installed at the start of Dec (delayed for over a month, but that's a horrific story for another time). Once the BB was installed I flagged to the engineer that my account and app were showing my account as 'closed' and had been for over a month by that point. I was assured this would sort itself within a few hours. I had previously flagged this to multiple advisors on the phone and on webchat while I was dealing with the mess of my BB Installation. Since the start of December I've now spoke to over 9 different advisors on here going through a vicious cycle of having to constantly verify my identity when I simply want the fault to be resolved or even just an update on what the heck is going on. I originally got one IT ticket raised to remedy the fault but it was seemly ignored. A 2nd IT ticket was raised 3 weeks ago and I've yet to have an update of any kind. I raised a complaint via the webchat team 2 weeks ago to try to get some traction on this non-moving issue. Today I've gotten an email saying my complaint is resolved as the fault has been fixed remotely... Surprise surprise it's still not fixed!!! Please can someone tell me they actually got this issue fixed without having to change their email address? I don't understand why my account isn't linking up, especially when I'm getting these misleading complaint resolution emails 😐 6 weeks since my BB installation and I cannot access my account; this isn't right.66Views0likes2CommentsSwitched From Sky But Still Charged For Both
When I switched from Sky in The summer I was told Virgin would inform SKY of my change of broadband but I had to tell them myself about the change of TV. I have just had a call from SKY saying they had not been informed by Virgin and so I have done so. This means that I have been double charged for 2 months for my broadband service. Who do I speak to to get this refunded. My understanding is that via the Ofcom ‘One Touch Switch’ process, Virgin are obligated to inform SKY about my switch. https://www.ofcom.org.uk/phones-and-broadband/switching-provider/easier-than-ever-to-switchSolved241Views0likes4CommentsVirgin media withdrawn retention offer
After giving notice to cancel my services, I was emailed a revised offer, which I accepted. I then received written confirmation that the order had been placed and a Contract Summary Sheet, confirming a binding agreement. I was later informed that the offer would not proceed, with no adequate explanation. I acted in reasonable reliance on this offer and confirmation. The reversal raises concerns under the Consumer Rights Act 2015 regarding fairness and transparency. I have contacted Virgin Media's complaints team many times about this and am just being ignored. I am classed as disabled and VM know this and still ignore me knowing it will extubate my condition. What happened to the days when you was sent a offer you agreed to the offer and it was set up. Remember you sent me the offer you sent me the contract for the offer and then your websteam send this. Hi there, Thanks for placing your order with Virgin Media. We can see from your details that you have recently contacted Virgin Media to make some changes to your account, therefore we haven't made any additional changes. As you already have our services, any pre-payment that you have made online will not be taken. If you need to speak to anyone regarding the changes to your account, just call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone. Kind regards, The Virgin Media team Looking though the discussion board this seems to be a ongoing trend which is very disappointing, your ceo has not changed so why has your company ethics? I am hoping that this can be sorted by a VM employee as they have done for others as there is only 12 days until my services end due to my cancelaction at which point Ill be getting them from another provider and have no other option than take this to the ombudsman.Solved177Views0likes1Comment2 months later still can’t access online account!
Exactly what the title says. I still can’t access my “my vergin media app” despite bring reassured it’s a glitch and if I sign up with a new email it will do it. It hasn’t. It repeatedly says “we’ve found your account email, object object” and then goes off. I can’t access my bills or request an engineer as my broadband is waaayyy below what I’m paying for and keeps dropping out when I go into rooms where the router isn’t. Im at my Witts end with it & I’m thinking about cancelling if this isn’t sorted.74Views1like12CommentsAklamio referral
I referred my dad to virgin media in June last year. His services were set up, all working since June. We were both supposed to receive our £50 each referral reward within 13 weeks but despite contacting both VM and aklamio, the rewards are still pending some 7 months on. All I keep getting as a response from aklamio is that it is down to vm to authorise the payment and they can’t help to speed it up and all I get from virgin media is to refer me to contact aklamio, which I have done multiple times. I’m sick of chasing, being passed from one to the other and getting nowhere! My aklamio referral portal is activated, as is my dads, the payments are pending but nothing more happens. This issue needs solving or I am going to have to refer it to the ombudsman.Solved91Views0likes4CommentsDisconnected Despite Renewing
Long story short, i handed in my cancelation in line with the 30 days notice at the start of December 2025. My last day would be 11th January. I received an offer to renew through email on 22nd December of which i accepted. Nothing updated on my system. Over the next 2 weeks i rang Virgin 3 times and spoke to 3 different people who all reassured me my connection will not disconnect and the new contract will take over. Fast forward to today, 12th of January 2026 and my services are off. I have phoned virgin this morning asking what had happened. I told them i called 3 times over the last 2 weeks to make sure this does not happen as i work from home and so does my wife so the broadband is required! (I have full tv / broadband /phoneline etc). They managed to reactivate this however this can now take 24-48 hours for everything to be back up and running. We have been unable to work due to this. It will reactivate at our normal contract price. They have said once it is back up and running give it 24 hours and call us back and we can honour your renewal. Has anyone else had such an issue and how long was it till your services were restored and contract updated? Any help would he appreciated. I am stressed because if is not back on in time i wont be able to work tomorrow either135Views0likes5Comments
Is it normal for a complaint to be instantly closed as resolved?
I am unhappy with the way my renewal was handled, and raised a complaint on Thursday. I received an acknowledgement via email and the status of this complaint is "pending". On Friday I got a "thanks for making those changes!" email which directly contradicted the wishes I had put in my first complaint (I had asked for certain add-ons to be removed, which wasn't an option online and the Live Chat agent was incapable of helping; the email confirms removal of the add-ons I wanted to keep and confirmation the ones I wanted rid of will be retained). Not having the option to respond to the complaint, I raised a second one. I did not get an acknowledgement to for the second complaint, but I saw on my Complaints History page that it was marked as "resolved" within an hour of my raising it. The email addresses on both complaints are the same, and I don't have a spam filter set up on my email system. How can I find out why this case was immediately closed? Thank you.186Views1like6CommentsNetlfix and account settings
Hi I signed up in November and package to include Netflix. I did receive an email for netlfix to swop my account over. DOESNT work and I am still being billed separately for Netlfix. Any ideas how to resolve, speak to someone. And secondly my account settings have never worked, reported and still unresolved. Nothing seems to work well with as in the app is useless not able to speak to anyone to get anything resolved. Any advise on contacts? Thanks37Views0likes1Comment
Overcharged for M500 Broadband for 14 months!!
I have been charged £50.76 a month for M500 broadband since November 2024 which apparently includes a discount! Your M500 broadband only price was £33 per month. I'm also an O2 customer which is supposed to get a FREE upgrade to double my speed to Gig1. Gig1 pricing in November 2024 was £39.99. Can you explain why I've been charged £50.76 for Gig1 broadband as an O2 customer? Also why are you offering me the price of £58.88 to remain on the same M500 FREE upgrade volt Gig1 package when the price listed on your website is £26.99. I have been a VirginMedia/Blueyonder customer for nearly 20 years and find it disgusting that you abuse loyal customers in this way.139Views0likes3Comments