Forum Discussion

bighs's avatar
bighs
Joining in
2 years ago

Netflix hacked

My netflix is now showing all my profiles as locked and requires a pin code also these profiles have Spanish names against them.

I have called Netflix who confim the account was compromised and my email changed.

They said to get Virginmedia to close this Netflix account and open a new one.

They cannot do any more and said to call Virgimedia --- they cant seem to do anything ..

Who can help ?

  • Tried to access Neflix and found my profiles changed and locks put on the profiles.

    The profile names appear to be Spanish.

    I cannot change back as the profiles require a pin.

    I got an email saying my Netflix package has changed - I did nit change anything.

    I have contacted Virgin Who have said for me to contact Netflix.

    I have contacted Netflix and at tye end they said there is nothing they can do and cut me off the chat.

    So have the hackers won ? and are getting free Netflix on my account.

    This is going round in circles and I am getting Knowhere - any help out there please ?

     

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter

      Have you ever had a VM TV box, with your Netflix account on it, swapped out by VM for a new one? Sometimes VM appear not to wipe the Netflix profile from the old TV box before allocating it to another customer. 

  • Hi bighs,

    Welcome back to the community and thanks for taking the time to post.
    I’m sorry to hear of the issues that you’re having with your Netflix package at the moment. Virgin Media wouldn't be able to close your Netflix account, that would need to be done by Netflix themselves as we aren't able to close Netflix accounts. The email that has been hacked, is that a Virgin Media email address? 

    Kind Regards,

    Steven_L

    • JerryMouse's avatar
      JerryMouse
      Tuning in

      Hi Stephen_L

      Sorry that's not strictly true. VM can request Netflix to cancel an account.

      I was suffered a hack the same as bighs. I contacted VM and they told me to contact Netflix, I did, Netflix couldn't do anything, and told me it was a VM issue - so I was stuck in a circle.

      So, to stop it, VM cancelled the payment from my account to Netflix. Then a VM representative sent a form to Netflix to tell them what happened and to close the hacked account, which they did.

      I now have a new Netflix account, supplied by VM, under my new email address.

      Thanks, Jerry

      • Robert_P's avatar
        Robert_P
        Forum Team

        This may have been different circumstances, as bighs has advised, it was Netflix agent that resolved this for him but we appreciate you posting your experience.

         

        Rob

  • yes, its a blueyonder email.

    after many calls chats to and fro between netflix and virgin I am no nearer a solution.

    Netflix insist that only the bill payer (virginmedia) can close the account then a new one can be restarted.

     

    • bighs's avatar
      bighs
      Joining in

      Resolved, 

      The 4th agent at Netflix after 4 days of calls has finally got me back working.

       

       

    • Steven_L's avatar
      Steven_L
      Forum Team

      Thanks for coming back to us with an update bighs and I'm glad to hear that you have been able to get your issues resolved by Netflix.

      Please let us know, if you have any further issues.

      Kind Regards,

      Steven_L

  • Hi- had exact same issue last week and now on numerous calls with customer service and issue still not resolved. Keep being pushed to speak to netflix. When speak to netflix pushback to speak to virgin media

    Been advised that a support ticket raised but it will be 5 days plus for a response

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team

      Hi Ged1985, thanks for reaching out to us and a warm welcome to the Virgin Media forums. 👋🏼

      I'm sorry to hear about the issues with the service you're experiencing in regards to Netflix. 😞
      May I ask if an IT ticket has been raised?

      Kind regards,
      Ilyas.

  • Hi Jerry, 

     

    I've encountered the very same problem as you. I've got things moving and had Netflix account cancelled and it's in the process of be set up again. My question is how did you manage to log out the Netflix account on the VM Tivo box. All the profiles are in Spanish and have password protection. I can't log out of it or delete the app.

    Any guidance greatly received. 

     

    • newapollo's avatar
      newapollo
      Very Insightful Person

      PaulDeas1 wrote:

      Hi Jerry, 

      My question is how did you manage to log out the Netflix account on the VM Tivo box. All the profiles are in Spanish and have password protection. I can't log out of it or delete the app.

      Any guidance greatly received. 

       


      Hi PaulDeas1 

      Please see the linked thread <<< here >>>   Although the steps I have indicated in how to log out are for the 360 box and 360 remote, it should also work with the tivo box.

      • PaulDeas1's avatar
        PaulDeas1
        Joining in

        Many thanks for the response. I'm still having trouble with this. I can't navigate to anything on the left hand side at all, all that's on the Netflix screen is 5 locked profiles. 

  • Thanks for looking into it. The first picture is the 5 profiles. The second is what I see when I go into any of them. I can't access anything else anywhere. 

      

    • Jodi_S's avatar
      Jodi_S
      Forum Team

      Thanks for coming back to us PaulDeas1,

      We would like to get this investigated further for you so we're going to pop you over a private message. Please click on the envelope at the top of the page to accept the chat.

      Kind regards Jodi. 

    • JerryMouse's avatar
      JerryMouse
      Tuning in

      Hi Paul

      Sorry for the late reply, I work away a lot. After VM cancelled my payment to Netflix, and after they requested the account to be closed, it just signed itself out (I'm assuming - as it longer exists, as when I went to log back in with my new details, the Spanish names etc. were gone).

      Thanks, Jerry.

      • Kain_W's avatar
        Kain_W
        Forum Team (Retired)

        Thanks for the update on this JerryMouse,

        So just to clarify however, are you now able to gain access without the said profiles beforehand being there?

        Let us know,

  • Not likely! The problem is the payment method on your already existing account expired and Netflix froze your account, therefore since you are already paying through Sky or another provider, the system automatically assigned an account as its not possible to be paying without one, since the Netflix and Sky accounts(household) are already linked. On the other hand if the email you used is not what you update with a payment method, you will pay to both Sky and Netflix with 2 different accounts.