{"id":36313,"date":"2023-11-17T00:01:36","date_gmt":"2023-11-17T00:01:36","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=36313"},"modified":"2023-11-16T13:12:29","modified_gmt":"2023-11-16T13:12:29","slug":"virgin-medias-uk-customers-plagued-by-phantom-netflix-bills","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/11\/virgin-medias-uk-customers-plagued-by-phantom-netflix-bills.html","title":{"rendered":"Virgin Media’s UK Customers Plagued by Phantom Netflix Bills"},"content":{"rendered":"

Some existing and former customers of TV, phone and broadband provider Virgin Media<\/a> (VMO2) are complaining that the ISP is continuing to hit them with wrongful Netflix subscription charges, which is despite those impacted having either never taken the service or cancelling it months ago. The problem has gone unresolved for months.<\/p>\n

The situation, which appears to have been going on since earlier this year and possibly longer, first came to our attention last week after a number of the provider’s customers reported problems to ISPreview regarding phantom Netflix bills.<\/p>\n

NOTE:<\/strong> Netflix is a popular internet video streaming service, which Virgin Media<\/a> can sometimes bundle as part of specific packages or special offers.<\/div>\n

The customers complained that they were being billed \u00a315.99 per month by Virgin Media<\/a> for a Netflix service they didn’t have (even on some accounts that don’t have TV services), which they then had to constantly get the ISP to correct – every single month. Meanwhile, others say they started getting billed for Netflix months after they’d cancelled the service.<\/p>\n

At this point we decided to check if we could find any other complaints online and, needless to say, it wasn’t too difficult as they’re spread across social media and Virgin Media’s own Community Forum (examples here<\/a>, here<\/a>, here<\/a>, here<\/a> and here<\/a> etc.). We’ve pasted below some extracts from a few of the complaints ISPreview received directly last week:<\/p>\n

Example Complaint 1:<\/strong><\/p>\n

“I have been a Virgin Customer for years when it was taken over from NTL in fact! I have to call Virgin every single month that has been for the the last 8months as I am being billed for \u00a315.99 Netflix every month that I don\u2019t have. My bill should be \u00a383 but now it can be anything from \u00a3106 and upwards. Nobody answers the phone or is capable of correcting the issue.”<\/p><\/blockquote>\n

Example Complaint 2:<\/strong><\/p>\n

“I started getting billed for Netflix from Virgin 3 months after I left them! Had to ring up and wait on hold for ages to get them to cancel bill. They insisted I had signed up to Netflix from their TV box in the 3 months after the service had been cancelled \u2013 how that is possible I don\u2019t know.”<\/p><\/blockquote>\n

Example Complaint 3:<\/strong><\/p>\n

“I have had the very same problem since March 2023 after they issued me a 360 controller since then I have been charged \u00a315.99 every month for Netflix. I call them every month they promised they have sorted it but they still charge me the following month, this month they gave me another refund of \u00a3147 to cover the over charging for Netflix.”<\/p><\/blockquote>\n

Part of the problem may stem from the fact that Virgin Media are acting as somewhat of a middle man (i.e. limited oversight of Netflix itself) and normally just give customers the option to add the service to their bills. Clearly, something is going wrong at one or both ends of that agreement for some customers. However, other customers have continued to be billed correctly, so it’s certainly not impacting everybody.<\/p>\n

Nevertheless, Virgin Media is still the one responsible for taking the payments, and thus ensuring they get it right should be paramount.<\/p>\n

A Virgin Media spokesperson told ISPreview:<\/strong><\/p>\n

\u201cWe apologise to the small number of customers who have experienced an issue with their bill. Our team is working hard to resolve this issue and care agents are on hand to support customers.\u201d<\/p><\/blockquote>\n

Sadly, the operator could not say when the problem will be resolved, although we understand from sources within the operator’s staff that it’s a known frustration for them too. In the meantime, customers will have to just keep raising the issue with Virgin Media’s support staff in the hope that, eventually, they may be able to implement a more permanent solution.<\/p>\n

The other concern here is with respect to those customers who might be suffering from this without even realising (so far we\u2019ve only heard from those that spotted it), since we know that many consumers don’t keep a close enough eye on their bank accounts and regular bills. We’d advise anybody with a Virgin Media account to just do a quick check to see if you\u2019re being correctly billed.<\/p>\n

Finally, Ofcom<\/a> don’t investigate individual complaints, but they aren’t particularly fond of providers that suffer persistent billing errors either, thus it\u2019s sometimes worth reporting such issues to the regulator directly (here<\/a>).<\/p>\n

SIDE NOTE:<\/strong> For a bit of fun, we decided to use AI to auto-generate an image for this article. The result, when examined close up, looked like a drunken fever dream, but also produced a not insignificant amount of laughter. So naturally, we kept it.<\/div>\n","protected":false},"excerpt":{"rendered":"

Some existing and former customers of TV, phone and broadband provider Virgin Media (VMO2) are complaining that the ISP is continuing to hit them with wrongful Netflix subscription charges, which is despite those impacted having either never taken the service or cancelling it months ago. The problem has gone unresolved for months.<\/p>\n","protected":false},"author":1,"featured_media":36342,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[32,36,475],"class_list":["post-36313","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-o2","tag-ofcom-regulation","tag-virgin-media"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/111422957159372360","error":""},"yoast_head":"\nVirgin Media's UK Customers Plagued by Phantom Netflix Bills - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Some existing and former customers of TV, phone and broadband provider Virgin Media (VMO2) are complaining that the ISP is continuing to hit them with\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/11\/virgin-medias-uk-customers-plagued-by-phantom-netflix-bills.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Virgin Media's UK Customers Plagued by Phantom Netflix Bills - 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