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portyboy's avatar
portyboy
Tuning in
1 month ago
Solved

Netflix on Virgin is has been hacked by Spanish family

I get my Netflix via Virgin app on my TV360 box as well as able to view it on my phone, tablet and laptop but yesterday when I went into it the profiles were for a Spanish family and they run a Pin block which they have set up so I can't resolve the situation. However when I go to Netflix on my non virgin devices I have access to my normal profiles on all of the devices, only the Virgin provision has a problem with these Spanish Profiles. So on the face of it, my account looks OK to Netflix and "Signing Out on all devices" does not resolve the issue. Is there a way to remove this fake access from my Virgin supply without affecting my Internet means of Netflix access?

  • Michael_M's avatar
    Michael_M
    1 month ago

    Hello portyboy,
    It sounds like your Virgin TV360 box has linked itself to the wrong Netflix account on Virgin’s backend. This is a known issue where some Virgin users see unfamiliar (often Spanish) profiles (including PIN‑locked ones) only on the Virgin box, while all other devices correctly show their real Netflix profiles.
    The good news is that this doesn’t mean your Netflix account is compromised. It means the Virgin TV360 Netflix app is authenticated against someone else’s Netflix account, not yours.

     

    How to fix it (won’t affect Netflix on your phone/tablet/laptop):

     

    • Sign out of Netflix from the hidden menu on your Virgin TV360 box. Even if the language is Spanish or PIN‑locked, you can still force a logout
    • Open Netflix on the Virgin TV360 box
    • Move the cursor all the way to the left
    • Scroll down to highlight Get Help (2nd from bottom)
    • Press OK, then press Right
    • Scroll down to Sign Out
    • Confirm Yes

    Users with the same issue report this successfully clears the wrong account. Once you have done those steps, please reboot your Virgin TV360 box. Turn it off at the wall for 30 seconds, then restart. This resets cached login tokens. Sign in again with your own Netflix account. Once signed out, it will return to the normal login screen. Entering your credentials won’t affect your Netflix access on any other device.

     

    If the above doesn’t work, we may need to reset the Netflix activation on your account. You can contact support on 0345 454 1111 or 150 from a Virgin landline. Ask for “A Netflix activation reset on my TV360 box.”

     

    We hope this resolves the issue 
     

4 Replies

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    1 month ago

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system nor a direct line to VM.

  • Michael_M's avatar
    Michael_M
    Icon for Forum Team rankForum Team
    1 month ago

    Hello portyboy,
    It sounds like your Virgin TV360 box has linked itself to the wrong Netflix account on Virgin’s backend. This is a known issue where some Virgin users see unfamiliar (often Spanish) profiles (including PIN‑locked ones) only on the Virgin box, while all other devices correctly show their real Netflix profiles.
    The good news is that this doesn’t mean your Netflix account is compromised. It means the Virgin TV360 Netflix app is authenticated against someone else’s Netflix account, not yours.

     

    How to fix it (won’t affect Netflix on your phone/tablet/laptop):

     

    • Sign out of Netflix from the hidden menu on your Virgin TV360 box. Even if the language is Spanish or PIN‑locked, you can still force a logout
    • Open Netflix on the Virgin TV360 box
    • Move the cursor all the way to the left
    • Scroll down to highlight Get Help (2nd from bottom)
    • Press OK, then press Right
    • Scroll down to Sign Out
    • Confirm Yes

    Users with the same issue report this successfully clears the wrong account. Once you have done those steps, please reboot your Virgin TV360 box. Turn it off at the wall for 30 seconds, then restart. This resets cached login tokens. Sign in again with your own Netflix account. Once signed out, it will return to the normal login screen. Entering your credentials won’t affect your Netflix access on any other device.

     

    If the above doesn’t work, we may need to reset the Netflix activation on your account. You can contact support on 0345 454 1111 or 150 from a Virgin landline. Ask for “A Netflix activation reset on my TV360 box.”

     

    We hope this resolves the issue 
     

    • portyboy's avatar
      portyboy
      Tuning in
      1 month ago

      This would have been a solution except the use of PIN blocked profiles means you cannot get to "Get Help" or even "Sign Out" menu. However after spending hours trying to get Virgin to help they referred me to Netflix whom I contacted in frustration and they sorted it out in about 15 minutes. So thanks for your suggestion, Netflix sorted it out. I now have to figure out why they are billing me for Netflix when I already deal with NF directly for payments.