Forum Discussion

Rosemarie1231's avatar
Rosemarie1231
Joining in
3 years ago

Someone else logged into my netflix app

Hello,

I was charged premium Netflix to my bill, so checked the app on my tivo box & an unrecognised account is set to use the app.

I have tried logging out of the app multiple times but it logs back in everytime.

I have called virgin who says I need to speak to Netflix....called netflix who say I need to speak to Virgin.

Has anyone else had this issue or fixed? The account is registered as email [MOD EDIT: Person info removed]

I have googled this email address & it comes up with an Algerian netflix selling site. 

Neither Virgin or Netflix seem to want to help with removing this account from my box so I am stuck with someone else watching netflix through my tivo box using my internet...

Many Thanks in advance

netflix
  • Kath_P's avatar
    Kath_P
    Forum Team
    3 years ago

    Hi Rosemarie1231, 

    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 are having an issue with getting this resolved. 

    This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. Just click on the little envelope at the top right-hand side of the page to access your inbox.

    Thanks, 

    • jj_pandya's avatar
      jj_pandya
      Joining in
      2 years ago

      I am experiencing the same issue with my newly replaced TiVo box. No one seems to able to help me from VM and I have a charged £16.99 extra per month since January. Can you please help?

      • Martin_N's avatar
        Martin_N
        Forum Team
        2 years ago

        Hi jj_pandya,

        Thank you for your post and welcome to the community. 

        I'm very sorry to hear about the issue with your Netflix app.

        We can certainly look into this and see what we can do to help. 

        I will private message you now. 

        ^Martin

  • ozsat's avatar
    ozsat
    Superstar
    2 years ago

    It isn't just VM users getting hacked with their Netflix accounts, Sky users are reporting the same thing. In fact even direct Netflix users have the problem.

    It is a Netflix problem - but something they don't seem keen on resolving.

  • CazzaH's avatar
    CazzaH
    Joining in
    2 years ago

    Hi I'm having the same problem. £10.99 charged to m bill and my Netflix app signed into someone else's email. I already have a Netflix subscription which I pay for direct. Phoned Virgin and they said they said they would cancel it and refund the £10.99 but they didn't cancel it and I had to go into my account and cancel it myself. After having recording issues with my tivo box I've had this replaced so I've been able to sign out of the other account and sign in with mine but ive not heard anything from Virgin about the refund

  • Abell3090's avatar
    Abell3090
    Tuning in
    2 years ago

    I’ve been having the same issue for 4/5 months now. With absolute no help from virgin media. Would anybody be able to help me before I cancel my internet and tv package? 

    • Natalie_L's avatar
      Natalie_L
      Forum Team (Retired)
      2 years ago

      Hi Abell3090, 

      Thank you for your post. 

      We can see you are currently speaking with my colleague via private message message for further assistance. 

      Please do drop them a message if you have any questions. 

      Thanks, 

       

  • wotsupnow's avatar
    wotsupnow
    Joining in
    2 years ago

    Hi, I have this too. My vm email and password was used after a site I used had its data hacked. I have now changed mine but found that netflix was added. If I go into the app on the v6 it is in some foreign language. Netflix need email associated with , which isn't mine. Vm say they can cancel app but netflix will keep billing vm.

    Spent last 3 hrs going between nettlix and vm.

    How do I  stop this.

  • VMrUseless1's avatar
    VMrUseless1
    Joining in
    2 years ago

    I’m also having the same issue and at the end of my tether with having to ring up. I’ve had to do it for the past 4/5 months like the person above and it’s now resulted in my July bill being over £40 above what it should be.

    Even now, I can see my august bill has still being charged with the 15.99 Netflix fee added to it. I’ve asked for a note to be put on my account saying this isn’t me signing in to Netflix but it’s like talking to a brick wall. I’ve explained the situation until I’m blue in the face but all that happens is I get a reference number and told it will be sorted within 5 day. Absolutely laughable service and a complete disgrace.

    Can something please be done if any VM staff are reading this.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      2 years ago

      Hi there VMrUseless1 

      Thank you so much for your post and welcome to the community forums, it's great to have you here. 

      I am so sorry to hear that you are also facing this issue. I'd be more than happy to look into this with you via a Private Message. 

      I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
       

  • Lamzino22's avatar
    Lamzino22
    Joining in
    2 years ago

    I’ve also had this problem for many months now I would like to receive a refund for all the months I have paid for a subscription I didn’t sign up for or some sort of compensation or I think I’ll take my money elsewhere as their is clearly security issues if there are so many people this is occurring with 

     

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      2 years ago

      Hi Lamzino22 👋,

      Welcome to our Community Forums and thanks for your post. 

      I am sorry to hear you're experiencing some issues with your Netflix account. 

      Can I ask if you have spoken to Netflix regarding the fact that someone else appears to be using your account?

  • Deanno690's avatar
    Deanno690
    Joining in
    2 years ago

    Has anyone managed to get this resolved? This has been happening on my account for over 6 months. I was even told upgrading my package will stop this and it hasn’t. Netflix won’t help as I don’t have an account and virgin are not helping either. I am going to seek legal advice as I am being fraudulently charged but before I do I was wondering if there was a way to get this resolved successfully once and for all? 
    Thanks 

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey Deanno690,

      Welcome to the Community Forums and thanks for the post.

      Sorry to hear you have been having this issue with your Netflix, I can see you have spoken to our team since making this post, were they able to go about helping you further with this?

      Joe

    • benidoine's avatar
      benidoine
      On our wavelength
      10 months ago

      I have the same problem.  A hacker has added Netflix to my VM account with a different email address.  If you can find out the email address from your Tivo Netflix can cancel the account if you call their customer service.  They will also be able to tell you that the account was added through Virgin's website.

      I have reported this to VM and they are pretending they've never heard of this before.  I've explained at great length exactly what and how it's happened.  So far they've done nothing - but clearly this has been happening to many customers over many months.

      If they take money from you after you have reported fraud, they are them complicit in that fraud.  Report it to the police and Ofcom.

  • gilbo2's avatar
    gilbo2
    Dialled in
    10 months ago

    Do these issues get resolved in the end, what was the resolution?

    • Zach_R's avatar
      Zach_R
      Forum Team
      10 months ago

      Hi bobblejones, 

      Thank you for your post and welcome back to our community forums. We're here to help.

      I can see that one of my colleagues has already responded to you regarding your Netflix issues on the other thread that you've made. We'll continue to assist you from there with this.

      Thanks,