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!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!I need my Netflix account disassociating from my virgin media account
I need my Netflix account disassociating from my virgin media account. I have changed my VM package to remove the TV, so my Netflix subscription has stopped. I can't reactivate it as it says to contact virgin to sort out billing details, can someone pls sort it so I can reactivate it without VM billing?Netflix Suspended
At the beginning of February I accepted an offer from Virgin Media to extend my Mega TV bundle by 18 months. Netflix was part of my existing contract with Virgin Media and was also part of the 18 month extension I agreed with Virgin. However, immediately upon accepting the contract extension, Virgin emailed me to say they my Netflix account had been suspended as Virgin was no longer providing the payment method for Netflix. Netflix also immediately notified me that a new payment method was required. Despite making numerous call to Virgin and raising 2 complaints, I have been able to use Netflix for 4 weeks. Every time I’ve spoken to Virgin reps, I’ve been assured that the problem would be fixed within a few days but nothing happens. I’m very frustrated my the failure to fix the problem and am now considering terminating my contract on the basis of a clear breach by Virgin Media. This problem should have been easy to fix by Virgin.Additional Netflix charges £12 a month?
Who do I speak to about VM charging me nearly £20 extra a month despite my contract for Netflix which IS included in my Mega Volt package? I have now spent HOURS on the phone where I was told it is either me, or Netflix adding these to my invoice. It is a joke, and recently renewed VM contact - exactly the same - and I should have trusted my gut and not renew it. I will give the broadband where I live is pot on and hardly ever breaks, but the pricing and billing and the CS is ridiculous. I would like to speak to someone who can actually help me and stop these charges and not being sent to Netflix people?Netflix billed incorrectly by Virgin Media
Several months and hours of phone calls with Virgin Media I am still being overcharged for my Netflix. My bundle includes Standard with Ads, which is what I want. I am however billed for Premium, at £13 extra every month which is what I don't want. Every single customer "advisor" I've spoken to has given conflicting answers. What I haven't heard yet however is advice that works. One told me to call Netflix as they apparently would change it. Another told me they've changed it on the system and next billing cycle will be with Standard with Ads. One told me I would get a refund / credit applied. Another told me I can change it on the setting myself, which sounds great, except unfortunately does not work for me as I keep getting a technical error message every time I try. Despite me explaining this issue multiple times, none of the people I've spoken to have helped although various vaguely helpful noises are being made. What I want should be simple to provide - change my Netflix billing to what I've agreed for it to be and refund the extra charges that I have not asked for. It's the fourth month now of being charged too much. This is very disappointing as I've gone all bells and whistles in the contract so paying a lot already. I'd rather Virgin Media just sort this out as opposed to me having to complain to Ofcom. Very conveniently Virgin Media complaint form on their website is now also giving technical error messages...