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annabrown33's avatar
annabrown33
Joining in
4 months 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Since my original Netflix account seems to be no longer valid, I am assuming it should it should be possible to deactivate the fraudulent Arabic Netflix account from my Virgin Media subscription.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.

14 Replies

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  • nima30frenkline's avatar
    nima30frenkline
    Joining in
    4 months 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
    Icon for Forum Team rankForum Team
    4 months 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, 

    • Woody813's avatar
      Woody813
      Joining in
      3 months ago

      This has also happened to me tonight, spent 40 minutes on the phone with Netflix trying to get a “Service Code” from my Virgin Media apps but apparently this isn’t accessible online? 

      • Lee_R's avatar
        Lee_R
        Icon for Forum Team rankForum Team
        3 months ago

        Hi Woody813 thanks for posting and welcome to our community.

        Sorry to hear of the issues you're having with Netflix. So that we can take a look from our side, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R

    • StevDevi's avatar
      StevDevi
      Joining in
      2 months ago

      This has also happened to me. I received an email stating my Netflix email and number had been changed when I hadn’t changed it and now all of a sudden I can’t log into my Netflix account. I seem to be going round in circles as Netflix require a code from virgin media in order to locate my account. I’ve tried to do a password reset and it just says that my email address isn’t linked to any accounts. I wouldn’t mind but the email address linked to my Netflix is completely different to the email I use for my virgin media account so it worries me about how virgin are storing and securing their customers data. 

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

        Hello StevDevi.

        Thanks for your first post and welcome to our community.
        Sorry to hear you're having an issue with accessing your Netflix account.
        I'd like to investigate this for you and see if we can get you access again.
        If you don't mind, I'll need to send you a private message to pass security. 
        If you can check the envelope at the top right of your screen, that would be great. 
        Gareth_L
         

  • kentish's avatar
    kentish
    Tuning in
    2 months ago

    Hi

    This happen to me. Details on another forum thread about it. Seems to be happening to a lot of people.

    They say 10 days then nothing changes. Keep pushing. I'm now being told that their special 'Netflix Team' can do all they said they could do and that I still need to call Netflix about an account that we don't have any access to anymore.

    We had to get a brand new Netflix account. If they reduce a premium Netflix account to basic so you not paying the hacker or the person they sold the hacked account to still has access to it.

    Watch out if they can cancel or reduce your linked Netflix account they may remove any discounts you got when signing up or renewing.

  • Feldy1983's avatar
    Feldy1983
    Joining in
    27 days ago

    Hi. This has also happened to me. I can’t seem to get through your anyone at Virgin to solve the problem. I’m locked out of my Netflix account and it’s all in Spanish. They’ve managed to change my email address in the settings. 

    Could someone from Virgin please reach out?

  • annestrachan515's avatar
    annestrachan515
    Joining in
    23 days ago

    Im also experiencing this problem today. I was asked for a service code by netfkix but can't access one. 

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

      Hi Annestrachan515 👋 Welcome to the community forum! Thanks for joining this thread and posting to let us know you are also experiencing issues with your Netflix service. Sorry to hear you tried to resolve things via Netflix directly and were unable to do so. 

      I will send you a PM to confirm a few details and offer further support. You can find this in your Inbox 📩 in the top right corner of the page. We can then return to this public thread with further updates when possible. Thanks for your patience in the meantime! 🌞

      • LeePablo1976's avatar
        LeePablo1976
        Joining in
        18 days ago

        Hello - I am having the same issues as above and I have been in contact with your team since February asking them to sort out my Netflix issue but still 2 months later nobody has been able to help me. Please would you be able to help? Thanks 

  • LeePablo1976's avatar
    LeePablo1976
    Joining in
    18 days ago

    This has happened to my Netflix account and I have been calling Virgin since -February asking them to resolve my issue and nobody has been able to help me to date. Not a great service at all. 

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      18 days ago

      Hello LeePablo1976

       

      We're sorry to hear of the Netflix issues experienced and the problems getting these looked into. We appreciate you raising this via the forums for help and welcome to the community.

       

      I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • MarkMell88's avatar
    MarkMell88
    Tuning in
    8 days ago

    Hi, I'm just jumping on this post because the exact thing has happened to my netflix (through virgin)... The home screen is locked via a pin and has Chinese usernames etc... is someone able to assist?

    Thanks,

    Mark