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Fingers66's avatar
Fingers66
Tuning in
28 days ago
Solved

Cannot use own Netflix account with V6 box

We have two V6 boxes, both of which are used to view Netflix via channel 204. We have a Netflix premium account used for this.

We DO NOT want to link our existing Netflix account to be billed via Virgin Media.

On one of our V6 boxes, we no longer have the option to logon via the Netflix app, this has only happened recently as it was working fine about a week ago. We only get the screen that forces us to link our Netflix account to Virgin Media. the other V6 box is fine and goes straight into the Netflix app when pressing the red button on channel 204.

Again, we DO NOT want to link our existing Netflix premium account to Virgin Media. We simply want to logon to the Netflix app using our existing account.

I have reset the box multiple times (after working out the V6 clear everything boot loop) and am still prompted to link the account.

We have a Mega TV package and I am aware that Virgin offer Netflix standard as part of the package - but we do not wish to use this.

The TV the box is connected to has no internet access so there is no conflict with any other Netflix app.

Can anyone advise how we remove this restriction?

netflix
  • Roger_Gooner's avatar
    Roger_Gooner
    24 days ago

    VM automatically provisions boxes for Netflix entitlement, but in this case only one was done (meaning it blocks direct login with an external Netflix account whilst the other still thinks the customer is “bring your own Netflix” and therefore loads the normal Netflix login screen). No amount of resetting will help as the Netflix entitlement is not stored locally. The best solution is for 2nd line support to disable the Netflix entitlement on the user's account so that both V6 boxes will revert to normal Netflix behaviour and the user can sign in with their existing Premium account.

    However I think I'm right in saying (someone tell me if I'm wrong) that opting for the “Link this Netflix account” means that Netflix will automatically stop charging the user once VM becomes the billing owner, and it then takes a call to VM to get VM to upgrade the plan from Standard to Premium.

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    28 days ago

    Have you used the actual app on the V6 box instead of channel 204? (Home > Apps&Games)

    Does that box show you as being signed in?

    If so have you tried to sign out of netflix on that box?

    Move the cursor all the way to the left and then scroll down to highlight Get Help in white (2nd from bottom) and press the OK button

    Keep pressing Down on the navigation buttons until the text/symbols next to the bell icon at the bottom is highlighted in white.

    Then click Right once, that will highlight the Get Help section which has an icon of  a question mark inside a circle. Click OK on the remote.

    On the next page keep pressing down on the navigation pad, until it reaches the bottom - that's the sign out text/symbol and you can't go any further down and click on OK on the  remote.

     

    • Fingers66's avatar
      Fingers66
      Tuning in
      28 days ago

      Thanks for your reply.

      Using the app via Home>Apps & Games presents me with the same screen as using channel 204 + red button. the screen says "Great news, you now have Netflix with Virgin Media" and the only options are a "Get started" button and a link below to provacy settings.

      Selecting "Get started" presents a screen showing my account email with the option buttons to "Link this Netflix account" or "Link a different account" with the same privacy link below.

      At no time have we gone any further and Netflix is not showing on my Virgin Media account (via web page) so there is not going to be an option to sign out of Netflix as it is not logged in. I have confirmed this via my Netflix account settings as well.

      I would only see the option in your photo if we had actually linked our Netflix account to Virgin in the first place.

      It feels like Virgin are forcing us to only be able to use Netflix on the V^ box if it is linked to them and the bill paid via Virgin.

      Surely this can't be the case?

       

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        24 days ago

        Hello Fingers66,

        Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with Netflix on your V6 box. This is strange especially with one of your boxes working correctly and one isn't. Are you able to share a picture of the screen that you're seeing, when you come across the option to link your account?

        There should always be both options, when attempting to login to Netflix.

        Kind Regards,

        Steven_L

    • japitts's avatar
      japitts
      Very Insightful Person
      23 days ago

      Have you used the actual app on the V6 box instead of channel 204? (Home > Apps&Games)

      "Channel" 204 is just a red-button shortcut to the exact same underlying app.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    24 days ago

    VM automatically provisions boxes for Netflix entitlement, but in this case only one was done (meaning it blocks direct login with an external Netflix account whilst the other still thinks the customer is “bring your own Netflix” and therefore loads the normal Netflix login screen). No amount of resetting will help as the Netflix entitlement is not stored locally. The best solution is for 2nd line support to disable the Netflix entitlement on the user's account so that both V6 boxes will revert to normal Netflix behaviour and the user can sign in with their existing Premium account.

    However I think I'm right in saying (someone tell me if I'm wrong) that opting for the “Link this Netflix account” means that Netflix will automatically stop charging the user once VM becomes the billing owner, and it then takes a call to VM to get VM to upgrade the plan from Standard to Premium.

    • Fingers66's avatar
      Fingers66
      Tuning in
      23 days ago

      Thanks for the reply, I will give Virgin support a call and ask them to remove the Netflix entitlem,ent from my account and see what happens.

  • Fingers66's avatar
    Fingers66
    Tuning in
    17 days ago

    Thanks all for the replies.

    When I spoke to VM they told me I could not remove Netflix Standard with ads from the account as I was out of contract. Whilst I very much doubt this was true and that they were only trying to get me to renew, I felt that life was too short to spend hours being bounced around arguing.

    In the end I renewed and saved myself £70 per month as well as removing both Netflix and HomeWorks (which I had never asked for) from the account. They also upgraded by broadband speed and sent me a new router (5.0). I use the VM router in modem mode so I was insistent on not getting a 5x.

    After a few days I was able to logon to Netflix using our existing premium account on the second V6 box.

    I have also set a reminder to check renewal deals in 24 months.

    Thanks again for all your help.