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kentish's avatar
kentish
Tuning in
5 months ago

Netflix account hacked since linking to Virgin

Netflix account fine for years. Linked to Virgin Media account a little while ago and all seemed fine.

Then locked out on all devices and password not working so not able to get back in. Password reset email requested and came to us in Spanish.

Virgin call centre said it could be because logged into too many devices but on premium. Then said we needed to call Netflix. Netflix say we need a service number from Virgin account on online portal but can't find anything about Netflix linked apart from how much we pay. Told to speak to Virgin. Now on chatbot who eventually after 20 minutes has said they will fix the issue and send the code. Not sure what they fixing.

Is this a regular thing that Virgin linked Netflix accounts are being taken over? Is this a problem with the workflows within the Virgin system allowing people to swap emails/passwords and take over accounts?

20 Replies

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

    Hi kentish 👋

    Welcome to our Community Forums and thanks for your post.

    I can see from our systems that you have been speaking with our team regarding this issue and they've been able to assist you.

    If you need anything else, do let us know.

    • kentish's avatar
      kentish
      Tuning in
      5 months ago

      Hi, I was told it would take 5 days to get the service number (think called activation code by online chat). 5 days as only the IT team can obtain it. All sounds strange. Not really clear how that number would then help. 

      Out of frustration, I then asked Virgin to cancel the link between the Netflix account and Virgin account. They said they can't (I know Netflix can't either. Told I need to use the website. That only one button I can click there - to switch to basic Netflix. No option to cancel link. We can't access that basic account and assume that the hackers might be able to still piggy backing off my Virgin account. 

      I plan to get a brand new Netflix account to get clear of this situation. That means we lose the family accounts, viewing history and need to restart on our devices. I'd recommend avoiding tying your Netflix account to Virgin - not worth saving £10 per month.

      • kentish's avatar
        kentish
        Tuning in
        5 months ago

        Update: Another 10 minutes on the phone to Virgin and now being passed onto their 'Netflix team'. Told that they are the only people who can remove the link between my Virgin account and the hacked Netflix account I don't have access to. It will take 10 days to do that. 

        I'm not sure why the 'Netflix team' were not used 3-4 weeks ago when I first called Virgin with the same issue and told to call Netflix. 

  • Nitehawk77's avatar
    Nitehawk77
    Joining in
    4 months ago

    I had my account hacked two weeks ago I managed to delete the profiles as no pin and logged out on virgin box but today I was hacked but now profiles have pins. Spoke to virgin told me it will be 10 days to be rectified so asked if netflix can be removed from package then reinstated so can reset account!! But I was told I would have to pay £20 extra on top as I still 5 months of current contract. Complete joke and I was told virgin are fully aware so much for keeping my details safe also I had notifications in my emails whoever hackers are trying to get into other apps I use even weirdly my nextdoor which I found strange 

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      4 months ago

      Hi Nitehawk77 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear you are having issues with your Netflix account, have you changed your password and ensured that you have selected the option to log out of all devices, or you can manage devices on your account and boot off all  devices and start from scratch? this would be the better option rather than choosing a pin on profiles. 

      Should you need further assistance we can look into this further via private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina
       

      • Nitehawk77's avatar
        Nitehawk77
        Joining in
        4 months ago

        The account that took over my main profile and changed my netflix email they set there account but put in pin so I could delete account. I contacted netflix customer service they gave me cheat to go into menu so I could see the account email set up and pin they added but despite that I couldn't delete there account off my netflix I even deactivated my account and set another through netflix yet when I go to virgin media then hackers account is still there. I am not happy virgin compromised my data now this in the hands off hacker to the they have got in to other apps I use.  But Virgin aren't holding any responsibility despite it's a open secret netflix via virgin has been hacked on so many occasions. Virgin offer firewalls and internet protection yet can't protect customers data. All I am is told a virgin tech team will contact me In 10 days to talk over issue it's not good enough. If I knew 7 months down line from changing to virgin from sky would cause my data being hacked I would have stayed at sky 8 years as customer I never once had anything compromised. Sorry isn't good enough, any reads this forum stay away from virgin ongoing issue past year plus but customers not aware until it actually happens to them, also don't buy netflix as a bundle as it will be harder to cancel just add as add on 

         

  • kentish's avatar
    kentish
    Tuning in
    2 months ago

    It is now 20 days since I was told it would take 10 days to fix the problem. I was told by the person on the call that she would put it in her diary to check after the 10 days. Not heard a thing. Maybe it's fixed behind the scenes but doubt it. Last bill still shows £7 per month for upgrade to Netflix premium. So I'm still paying that on top of the full premium amount I pay direct to Netflix for the new account I had to create.

    Can anyone tell me who I complain to about this. I can't face losing another hour on the phone to be told it'll be '10 days'. 

    Virgin have no interest or ability to fix these issues. 

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Kentish 👋 Thanks for the update. 

      Our sincerest apologies that this is still ongoing! I will send you a PM to confirm a few details and investigate what's happening with the Netflix back office team. 

      Just to set expectations, they will be able to look into your account, but if you want to manage your tier of the service (for example, swap back from Premium to Standard) they can't help with this. You manage the tier of your service via your 👉 Netflix account directly. 

      You can find my PM offering support in your Inbox 📩 in the top right corner of the page. We can then return to this public thread with another update when possible. Thanks for your continued patience in the meantime! 🌞

  • Tavis75's avatar
    Tavis75
    Super solver
    2 months ago

    It is definitely good advice to not get your Netflix account billed through VM or Sky (though looking at Sky recently, you don't seem to have a choice, every package includes Netflix whether you want it or not) as both have this problem, though I believe the people responsible have been known to actually add Netflix accounts even if you don't, so may be no way to avoid it.

    The other advantage of not linking the accounts is that doing so often ties you in to Netflix for the length of your contract, so although it may be a bit cheaper you lose the ability to just have an account for a month, watch what you want then cancel again for a while until there's enough to watch again.

  • kentish's avatar
    kentish
    Tuning in
    2 months ago

    Hi Travis

    You're right. Not a good idea to combine and will never do again. The issue is they can't remove the hacked account without removing the discount I agreed with them on my overall package.

    You'll see from the message I've had from Molly that perhaps what I've been told by them is not true and I need to contact Netflix to somehow manage an account that I no longer have any control of.

    If they offer the 'service' of adding Netflix accounts they should be able to manage them properly.

    • kentish's avatar
      kentish
      Tuning in
      3 days ago

      Update again!

      Still not resolved. Still paying an extra £7 every month for premium Netflix I have no access to. Our contract finishes in May so I rang them again today. I didn't take Molly up on her offer to help over the forum messaging system as that could only start if I sent all my personal details via this forum to verify my identity!

      45 minutes more on the phone. Being clear I would be moving my business elsewhere seemed to be helping but after 40 minutes of back and forth we hit a dead end. I didn't know the 'ticket number' from my last call so the person I was speaking to couldn't see what was said last time I rang. I cannot see how their system only records some of what is said in these calls. She could see a lot of it but the rest could only be accessed if I gave her the ticket number. She said the previous person could have pasted it into the notes but didn't - I cannot even start to work out why this is their system. If it's about my account then it should be on the same record and readable by the person I'm talking to.

      Anyway she has promised she will get the back office people to find the ticket number so she can see the conversation and assures me I'll get my refund for all the £6/£7 monthly payments I've been charged for a service I had no access to. I have been promised a call by on Thursday............

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        2 days ago

        Hi kentish 👋.

        Thanks for getting back in touch with us, sorry to hear of the issues that you are facing with your account. There are many ways to get your Netflix issue resolved and it can be done here via private message, this would require accessing your account and verifying your identity before any action can be taken. 

        Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina
         

  • kentish's avatar
    kentish
    Tuning in
    2 days ago

    I also think it's strange to be asked to provide my personal details via a forum message. My latest update said that I felt uncomfortable doing this but still got asked for it again. I can see that Molly and Sabrina have 'Forum Team' after their username and answered loads of messages and marked answers as solutions so 90% sure they are real but could still always be a bot account. I'd rather speak to an actual person on the phone.

    I've just be asked this again in a private message:

    What is your FULL name?

    What is the account number, or the full post code and house number?

    What is the FULL name of the account holder?

    Am I currently speaking with the account holder?

    • goslow's avatar
      goslow
      Alessandro Volta
      2 days ago

      Molly_T and Sabrina_B

      Member: Molly_T | Virgin Media Community

      Member: Sabrina_B | Virgin Media Community

      are both members of the VM forum team.

      The security questions are routine on here. Once they have asked you the first round of questions, they may ask you some more.

      You can phone in to try to resolve the issue but I think you need your telephone password to do that.

      You are more likely to get useful help on here than via the phones but the process is slower and the security questions are part of the process.

      The VM people can't discuss your account/personal info unless they can confirm they are communicating with the account holder.

      The only people on here who should be asking for personal info are VM employees (denoted by Forum Team, Moderator or Community Manager). There used to be a help page on all this stuff but unfortunately it has disappeared in the latest incarnation of the VM forum)

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      21 hours ago

      Hi kentish, 

      Thanks for coming back to us here in the Community and we understand your concerns. Any information sent via private message is only viewable by you and ourselves, so the information won't be public. Without you answering the questions we've asked, we won't be able to help further I'm afraid. 

      Within the forum team, we have a few of the team who work on the Netflix Back Office teams too so replying with the information asked for will be the quickest way to get your resolution. 

      If you'd like us to support you further, please reply to Sabrina's message with the information requested. If you don't wish to do this, I'm afraid there is nothing more we can advise via the Community and are unable to support you any further.

      Many thanks,