Forgein Netflix on Steam box, no help from Virgin

They tell you this can't happen but don't let them gaslight you. It does happen and they do nothing to fix it!

Since June 2024 I have had a Netflix subscription billed on my Virgin account, which I hadn't signed up for. I spent the first couple of months arguing with them and got a refund. They insisted I had authorised the Netflix on the stream box I got as part of my package, I had never used the stream box, it was still in the box it arrived in. It repeatedly tried to cancel the subscription through my virgin account but each month it was restarted. 

I finally plugged in the stupid stream box to see if there was an option on there. When on the netflix app, there were 5 profiles already logged in with the the descriptions all in French and all profiles pin locked. I checked other apps like Prime and Disney and they had a login/sign up screen as I would expect. 

From sharing this information with Virgin, over the next few painful months we tried resetting the box at my end, at their end and having to ring every month for a refund. NOTHING worked. The French account was still logged in and I was still being billed. I had asked for a new account, a new stream box and for my contract to be terminated and they constantly said no but without any help to resolve the issue.

 I finally put a complaint in with the Communications Ombudsman and Virgin came back with an offer to cancel my contract with no early disconnection fees and a £75 credit. Which I accepted and thought was the end of the issues. However, the netflix charges have been added for the past 2 months and they wouldn't remove them due to the initial complaint being closed. Essentially starting from the beginning. Since my account is in credit, they have automatically taken the 2 charges (£32.38). I contacted them via WhatsApp and they said they would get someone to ring me. This hasn't happened and I'm putting another complaint in. 

I wanted to share my experience with the community as this issue isn't talked about enough and Virgin just try to brush it off as something you have done when they are providing faulty boxes that are open to hacking and fraud. 

Hate this company and wouldn't wish their customer service on anyone. I hope no one else has to go through the hassle I had to.