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lola22's avatar
lola22
Joining in
5 months ago

Hacked Netflix, now in Spanish even though I have never had Netflix

Like many others, seems my Virgin Media has been hacked by Netflix. Opening the app on the TV, I am faced with 5 profiles, all in Spanish and all locked with pins. Anyone managed to get this resolved? My circumstances are below. 

  • I have never had a Netflix account 
  • This started in April 2024 - I only realised in November and have been trying to get a resolution since
  • I have tried Netflix - but no joy as never had an account with them 
  • VM have advised they removed Netflix and the £10.99 charge on future bills
  • A week later, VM have said they have removed a Netflix addition of £17.99 after a chased no response from the billing team (seems hackers just got straight back in)
  • The Spanish accounts are still on my profile, and even if I wanted Netflix, can't log out 
  • I have not received the refund for 7 months of incorrect Netflix charges
  • VM seem hopeless in any support in resolving and lack concern over any personal/ financial data. 

Any advice on others managing to get this resolved and get a refund from the hacked charges would be helpful as about done with VM who don't seem to care or want to help. 

5 Replies

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  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    5 months ago

    Hello lola22.

    Thanks for your first post and welcome to our Community.
    Sorry to hear you are having an issue with Netflix being hacked and showing accounts in spanish.
    I'd like to take a look into this for you.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the logo at the  top right of your screen that would be great. 
    Regards     
    Gareth_L
     

     

  • benidoine's avatar
    benidoine
    Dialled in
    5 months ago

    Report this to OFCOM - it's been going on too long.  I first reported this fraud a year ago!

  • paulie99's avatar
    paulie99
    Joining in
    25 days ago

    I have just had a similar issue, my Netflix which was given as a free add on when I renewed my contract a few month ago has been hacked,  its now in Spanish with a few locked profiles,  a virgin media adviser said I had to speak to Netflix direct as they control the actual Netflix  account not virgin media, I've tried web chatting with netflix tonight who weren't helpful at all, no idea what to do now, no one seems to want to help.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      24 days ago

      Hi Paulie99 👋 thanks for joining the thread about this Netflix issue. Sorry to hear you are also experiencing issues with Spanish profiles. - It's actually a known fault with the Netflix service, but I completely appreciate your concern!

      I will send you a PM to confirm a few details and help get the service refreshed for you, which should fix the problem. 🤞

      You can find my message in your Inbox in the top right corner of the page. We can then return to this public thread with an update when possible. Thanks for your patience in the meantime! 🌞

    • amanda6006's avatar
      amanda6006
      Joining in
      24 days ago

      I can help with this! I have had a few customers (I'm a tech) have this issue. You will need to phone netflix to give them a code though. But I can direct you to the code easily

       

       

       

      Open up netflix on tv. (This can be the TV itself or the virgin box, will work on both)

      Type in this sequence of buttons. Don't worry about what's its saying on screen just hit all buttons 

      Up, up, down, down left, right, left, right, up, up, up, up 

      Wait a minute then a get help menu should pop up. 

      Move to contact us and it will have a code. From there, give it to netflix customer services. And they should be able to assist you on reclaiming your account back

      I really hope this helps as there is nothing worse when your account is hacked 🤞🤞