I’d reported on 21/11/25 to VM that my Netflix account appeared to hacked, which has resulted in being unable to access any Netflix service. Does any body know how long does it take to fix this type of security breach? VM chat were very vague when asked? Regards
I am also having the same problem. Since 6th November 2025 I have been on the phone 6 times to virgin media about my Netflix account being hacked by a Spanish person. They have changed my email and passwords so I can’t access my account. Since my November bill I am now being charged for premium. Every phone call I am told exactly the same thing. They told me it’s Netflix’s fault and to contact them. Netflix ask for a service code from virgin, contact virgin who don’t give you one and then say they’ll sort the problem but will take 10 days. 3 times I have been told 10 days with no result. I asked virgin to take netflix off my package so I wouldn’t have to keep calling them for being charged for premium, they said they would but no it’s still there and still being charged premium. Got my bill in today and yes charged for premium again.. I have escalated this twice and have emails as proof, plus emails of all my communications. Now looking to taking this to action fraud or ofcom and also leaving virgin media. Been with them for 26 years and never had any problems but this is madness. This is fraud because obviously virgin is giving out our information and not doing anything about it because after googling this, it’s a massive problem that virgin customers are having. hope you can solve this for me
Sorry to see you are having Netflix issues. This " foreign language account" is also affecting Sky users, and also people who sign up directly with netflix and not through an ISP.
Please try the following which should enable youto sign out of Netflix even if the language is Spanish or PIN‑locked.
Don't worry about not being able to understand the language/symbols on the screens.
Open Netflix on your TV360 box and click on the Profile name even if it''s not yours to fully open the app as if it's you that is logged in.
Move the cursor all the way to the left and then scroll down to highlight Get Help in white (2nd from bottom) and press the OK button
Keep pressing Down on the navigation buttons until the text/symbols next to the bell icon at the bottom is highlighted in white. (It won't go any further down)
Then click Right once, that will highlight the Get Help section which has an icon of a question mark inside a circle. Click OK on the 360 remote.
That opens the page of the screenshot that I have posted below.
Keep pressing down on the navigation pad, until it reaches the bottom - that's the sign out text/symbol and you can't go any further down and click on OK on the 360 remote.
It opens another screen which has text offering two options (The text is asking are you sure you want to sign out).
NO is highlighted on the left, and YES appears as a shade of grey on the right. Move the cursor to the right to highlight the grey (YES) box and click OK on the remote.
That will completely sign you out of the TV360 box. Now reboot your TV360 by turning it off at the wall for 30 seconds so the box resets the cached login tokens. Then restart the box and you should be able to sign in again with your own Netflix account.
(If the above doesn’t work, then I'm afraid you will need VM to reset the Netflix activation on your account. You can contact support on 0345 454 1111 from any phone or 150 from a Virgin landline. Ask for “A Netflix activation reset on my TV360 box.”)
Hi, I tried all that and nothing which I why I am reaching out. I have made a complaint to virgin media yesterday by email so hopefully that will get it sorted, everything I now do will be by email as proof as phoning is just a waste of time, If it can’t be resolved, I’ll be going through ofcom and action fraud as this is fraud
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear your Netflix was recently hacked. There isn't any specific timescales for this sort of issue to be resolved as it will depend on the work the teams are doing and the backlog they have. This is something we can certainly help you with though but in order to do that I'll need to confirm some information with you to pass security.
I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)
We recently linked our new VM TV360 box to Netflix - trying to access Netflix tonight to find 4 unknown profiles on our accout and a message to say our TV is not part of Netflix. I can see you have helped others who appear to have the same issue. Can you provide any help to resolve this and allow us to watch Netflix once more. Thanks Andy
We’re sorry to hear that you’re experiencing issues accessing your Netflix account. Kath is currently unavailable, but we’d like to help resolve this for you.
Please use the link we’ve provided to troubleshoot the problem. If the link does not resolve your issue, feel free to contact us again, and we’ll be happy to assist further.
My Netflix was hacked about 3 months ago and was handed over to the “back room team”. My Netflix is being used by a Spanish family and I have no access at all, when I try I am told my TV is not now part of Netflix. Extremely frustrating when all these adverts appear showing what is on Netflix for Christmas.
I was very impressed with the speed you sorted Pamdor’s problem and was cheekily going to ask if there was a chance of sorting mine, official route has proved to be long winded.
