Someone else has logged into Netflix on Stream box

Question

For the past few months I have had Netflix premium charges added to my Virgin Bill. This is something I have not signed up for as I have a separate Netflix that I have had for years and also I had never plugged in the stream box.

Each month I have spoken to Virgin who insisted that it was me or a family memeber (I live alone so that isn't possible) authorising the Netflix subscription each month even though I have cancelled it through my online Virgin Account. I have asked them if someone else could be accessing my Virgin Account to charge Netflix and I repeatedly get told this couldnt happen. Since this is the 4th month I was contacting them to complain, I was finally put through to complaints who tried to resolve the problem by offering me a refund (which I appreciate) and also telling me to not login to netflix on my TV.

I decided to finally set up the stream box and see if I could add my personal Netflix account to the box to solve the issue but when I opened the Netflix app I was met with the profile screen showing 5 profiles, all names I didn't know and a message in French saying 'Le verrouillage du profil est ACTIVÉ' meaning 'profile lock activated' You have to have a pin to access any of the profiles. I checked other apps like Disney and Prime and those go straight to a login screen as I would expect. I have sent images to the complaints team and I have been told it will be looked into and to try a master reset on the stream box.

I would like to know of this has happened to anyone else and what the resolution was?

benidoine · Answer

Come on, Daniel - stop lying to customers that this isn't more wide spread. You have an obvious vulnerability that hackers are using to create burner Netflix accounts that then get billed to your customers.

It happened to me - but fortunately I'm not some sap who can't figure out what's going on. I've been a systems engineer and software developer for 30 plus years. The patronising brush off from your various reps was insulting. I even came with information from Netflix to expose precisely when the fraud occurred and the route through which it was done - but your fraud team didn't want to accept it.
So, a year on, and I'm still reading messages from other customers stating EXACTLY the same problem - hackers creating burner premium Netflix accounts that they are getting billed for. Sometimes these get automatically logged into peoples TIVO boxes, so they have some chance of figuring out the account details - but if they are Broadband only customers you are leaving them high and dry - and making them pay the bill!

ER73 · Answer

This has been going on since June 2024, I finally put a complaint in with Communications Ombudsman then Virgin Media came back with the solution of letting me terminate my contract with no early disconnection fees and a £75 credit. From the account credit I recieved, they have taken a futher 2 months netflix subscription charges (£32.38) and won't refund me as the complaint I put in is closed. I got in touch using WhatsApp and was told a manager would ring me but I am yet to recieve the call in the 2 weeks since contacting them. They have just sent me the box to return the router and corrupt tv box. I'm beyond disappointed with the service VM has provided and their treatment of customers going through this issue is appaling. I will will never use them again or recommend anyone use their services.To add to this, I have hearing loss and difficulties using a phone, despite telling them this multiple times. They seem to ignore it and insist everything has to be done by phone call. Their accessibility procedures need addressing too.&nbsp;Hate this company. Never again.&nbsp;

newapollo · Answer

This has been happening with netflix&nbsp; since around 2014 and it doesn't just affect VM.&nbsp; It also affects BT and Sky customers.&nbsp; More often than not though the language is Spanish.I'm not sure if this will work for you, but I have posted about this previously. You should log into your netflix account using a browser preferably on a computer, and try signing out of all devices. Hopefully the devices shown will include your VM set top boxPlease see my post&nbsp;&lt;here&gt;&nbsp;.for instructions&nbsp;

Robert_P · Answer

Hello ER73
Sorry to hear of the Netflix charges being applied to your account, we understand the frustration and confusion and you raising this via the forums for support. Welcome to the community.
We can see the team have tried to contact you via email since your post, have you received this and did this offer a resolution or outcome to you?Let us know.

ER73 · Answer

Thanks for the reply. Still not much futher forward after emailing back and forth for the past 2 weeks.

I have cancelled by personal netflix subscription and logged out of all devices on my account. I have been deleting the profiles on the foreign Netflix account on thr steam box. They reappeared for a couple of days but after repeatedly deleting them they haven't been added again. The main profile is still visible and pin locked.

Virgin rang today and I had the most unhelpful staff member, they basically ignored my whole complaint and reverted to telling me it was my fault this is happening and it was my netflix account that i have set up. They seemed to have not read the evidence I have sent over or any previous emails detailing the issue. They then hung up on me. I rang back and spoke to someone much more helpful with the issue and Virgin have said they are getting the IT department to look at the issue. I need to reset all my passwords and it's flagged in my account that I shouldnt be charged for Netflix streaming if it is reactivated next month. Now a waiting game it seems.

Still at a bit of a loss as how this will be fixed but maybe a little progress. Hopefully a resolution can be found by the IT team. 😬

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Someone else has logged into Netflix on Stream box

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