Forum Discussion

annabrown33's avatar
annabrown33
Joining in
15 days ago

Netflix Account Linked to Virgin Media Subscription Hacked

I pay for my Netflix account as part of my Virgin Media subscription.

My Netflix account has been hacked and the hacker has changed my email address to log into Netflix. If I try to log into Netflix with my email address, it says the account doesn't exist. When I access the Netflix app via Virgin Media on my TV, it is pin protected and the home screen is in Arabic.

I contacted Netflix on Monday and they advised me they need a 6 digit service code from Virgin Media, which lasts 2 hours, to verify that I am the owner of the account. I contacted Virgin Media via the online chat and the agent was unable to help me, he wasn't aware of such a service code. He logged an internal case and advised someone should get back to me within 2 to 3 days. I then also phoned Virgin Media and the agent I spoke to was also unable to help me and advised that someone should from Virgin Media should get back to me within 10 days. It is now Thursday and I haven't heard anything yet.

I am really concerned as someone has linked their Netflix account to my Virgin Media subscription and I don't understand why I have to wait so long to get it resolved.

Since my original Netflix account seems to be no longer valid, I am assuming it should it should be possible to deactivate the fraudulent Arabic Netflix account from my Virgin Media subscription.

Please can someone from Virgin Media help me.

  • nima30frenkline's avatar
    nima30frenkline
    Joining in
    15 days ago

    Hello, In the meantime, you may want to try resetting your Netflix password through their website if you haven’t already to regain control of the account.

  • Kath_P's avatar
    Kath_P
    Forum Team
    15 days ago

    Hi annabrown33, 

    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 you're having an issue accessing your Netflix account. Due to the way the Netflix accounts are managed, when raised with us, we have to send it over to a Back Office team. They then basically handle things with Netflix directly to get things resolved. There is usually a 10 day turnaround for any updates due to the different teams involved. 

    This is something we can certainly check to ensure has been raised for you 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. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,