Log out and start new Netflix account
Can anyone point me in the right direction to try & sort this out please? My daughter had a Netflix account, paid for independently, which we used through the family Virgin tv. She cancelled it w.e.f. Feb 2025 and I started my own Netflix account, so far so good.
Yesterday I went to channel 204 for Netflix to log in to my new account. It asked if I wanted to continue with Netflix, I clicked 'Continue', mistakenly thinking I would be able to enter my new log in details, but it immediately reactivated my daughter's account and is billing it to my Virgin account. I've told her, and she's cancelled Netflix again, but it's w.e.f. 23/3/25, so I'll be paying twice for Feb/Mar - her account and mine.
How can I log out of my daughter's Netflix on my tv and log in to my own? Perhaps I'm being dense, but I can't see how to do this - hope someone can help! Also, will I be able to claim a refund of the unintentional reactivation of my daughter's Netflix account? If so - how, and who do I contact?
Thanks in advance guys!
It sounds like Virgin Media automatically linked your daughter's previous Netflix account to your Virgin bill when you clicked "Continue" on channel 204. To resolve this and switch to your own Netflix account, follow these steps:
1. Log Out of Netflix on Virgin TV
- Open Netflix on channel 204.
- Press the Back or Options button on your Virgin remote to bring up the menu.
- Look for "Get Help" or "Settings" (this might be in the bottom-right corner).
- Select "Sign out".
- Confirm that you want to sign out.
Once signed out, restart Netflix and log in with your new account details.
2. Unlink Your Daughter's Netflix from Virgin Billing
Since her Netflix account has been mistakenly linked to your Virgin Media bill, you’ll need to contact Virgin Media customer support and ask them to unlink it. You can do this by:
- Calling Virgin Media customer service at 0345 454 1111 (UK).
- Using Virgin Media Live Chat via their website: https://www.virginmedia.com/help.
- Checking your online Virgin Media account under "My Apps & Subscriptions" to see if you can unlink it yourself.
3. Request a Refund for the Accidental Reactivation
- Contact Netflix Customer Support (https://help.netflix.com/en) and explain the situation.
- Since the reactivation was unintentional and happened via Virgin Media, you may also need to ask Virgin Media if they can refund the charge.
4. Check Virgin Media Bill for Any Adjustments
Once your daughter's account is properly cancelled on March 23rd, verify that you are no longer being charged for it. If there's still an issue, escalate it with Virgin Media.
