Forum Discussion

JDMAC1's avatar
JDMAC1
Just joined
10 months ago

Virgin Media Netflix hacked

Hi

So I visited my in laws yesterday and they explained they have has issues with virgin, so basically they can not get into Netflix on virgin media, when they open Netflix it has other peoples profiles on there and they have locked it with a pin. So I logged onto their Netflix account on my phone but their Netflix account is fine so it appears that someone has hacked their virgin media account and registered their own Netflix account.

I then tried to log on to virgin media to see if I can fix the issue from there, but virgin media doesn't recognise my father in laws email even when I try to reset the password your website does not have his email registered, which is strange because he receives emails from you regarding billing.

 

My father in law has spent weeks trying to speak to someone to help him and when he finally gets through to someone they hang up the phone on him. He has now lost his patience and sent an email and written letter to you explaining the issues, his bank advised he cancels his standing order to you which he has done but the only contact he has had from you is a letter advising him that his payments have stopped but no contact number or manager to call to discuss this.

He wants to cancel and move to sky, though I have advised in his area he gets much better coverage from virgin. This is causing him a lot of upset because he is not great with technology and he cant get through to someone to help him fix the issue, also him paying for this package is outrageous that he can not access this because someone has hacked him.

I have told him I will help fix this for him so can someone please get back to me regarding this either with advise how to fix the issue or a contact number I can call to get this issue resolved.

 

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    10 months ago

    Hi JDMAC1,

    Thank you for reaching out to us in our community and welcome, we are sorry to hear your Father- In-Law is having issues with Netflix Via the box even though OK when signing in via your phone, we would need to have a look however as it is an Online account issue this is only something we can help the account holder with, are you able to call us when with him so we can help with all the below, if he belies he has been hacked the first thing is to change the Online Account password, select forgotten username and password first then answer the additional questions then change the password to something totally different to previously used.

    Then un a virus scan on all devices used to log into his emails, you can find out more around this here.

    Regards

    Paul. 

  • Nitehawk77's avatar
    Nitehawk77
    Joining in
    3 months ago

    I had got hacked a few weeks ago I managed to log all accounts out and logged off virgin profile. But you have to set up a new membership then  on netflix as your email address won't be recognised but down payment for basic. Click back into virgin media log in you should be all be set up without any hacked accounts. Go into your netflix app cancel subscription...

    But be warned Virgin are not doing anything about hackers as today the same account has logged back into my virgin netflix but this time I can't log it out as they've put a pin. Virgin have been far from helpful and despite being on the phone on and off for a few hours they till me it will take 10 days to rectify