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Netflix Account Issues

DerekP
On our wavelength

Hi, i only yesterday got around to resetting my Mail password to discover several emails telling me about Netflix being added to my account and to "click here" to register. When i clicked, the link said there was a problem.

Reading thru more emails, i received one on 14th July saying "Looks like you’ve changed your Netflix plan. You’ll see any changes to the cost of your package with us on your next monthly bill. "

Bit strange as i've not had blueyonder emails for over a month.

When i either go to the Netflix channel or App, Netflix appears in a foreign language (arabic ?) and it appears to be a fully operational account, just not mine...

I have no idea how to sign out of the account as i can't read anything on screen.

It's VERY worrying that ANOther has registered their Netflix account to my VM account - how can this happen...?

I called VM Support and they didn;t appear to understand my issue and stated "your registration will be fixed within 5 days". Don;t know how that'll work as VM has no idea what my Netflix account info is.

I've signed out of my Netflix account (everywhere) and reset my password so i'm happy that what's showing on the Netflix channel and App is not my account (it hasn't been hi-jacked). I would though like to view Netflix on my VM box so need the other account to be gone...

Help...?

 

Cheers

Derek

1 ACCEPTED SOLUTION

Accepted Solutions

newapollo
Very Insightful Person
Very Insightful Person

Hi again DerekP 

Click OK on your 360 remote on the screen that you just posted. On the next screen use the navigation buttons to move all the way across to the left. It opens another side panel.  Don't worry about not being able to understand the language/symbols on this screen or the following ones.

Keep pressing Down on the navigation buttons until the text/symbols next to the bell icon at the bottom is highlighted in white. (It won't go any further down)

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 360 remote.

That opens the page of the screenshot that I posted in my last message.

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. Now click on OK on the 360 remote.

It opens another screen which has text/symbols asking are you sure you want to sign out.

That screen gives two options  - Yes which is on the left and already highlighted and No.  Just click OK on the remote.

That will then completely sign out, and then you should be able to sign in with your correct login details since you've already signed out of your Netflix account everywhere and reset your password

 

By the way this " foreign language account" is also affecting Sky users, and also people who sign up directly with netflix and not through an ISP.

 

 

 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

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15 REPLIES 15

Carley_S
Forum Team
Forum Team

Hi @DerekP 

Welcome to the community forums 

Sorry to hear of your concern with your Netflix account. 

Have you accessed your Netflix previously with no issues on your set top box?

Can you try signing out of Netflix through the set top box please and see if this resolves the issue. 

 

Select Help & Settings. Select System Info. Select Netflix Account Information. Select Sign Out of Netflix Account.

 

Let me know how you get on with this and if it's resolved the issue or not and we'll try something else. 

Here to help 🙂
Virgin Media Forums Agent
Carley

DerekP
On our wavelength

Hi Carley_S, thanks for responding 😉

I haven't tried to previously access Netflix via the VM Box, i always used it via the TV or a Stick.

I recently changed TV and lost the Paramount+ App (from the TV Apps) and found the App on the VM Box. I then saw the Netflix App and thought, well why not use it, especially as the basic access is free.

"Select Help & Settings. Select System Info. Select Netflix Account Information. Select Sign Out of Netflix Account."

Think i have a Tivo Box, the settings above aren;t visible to me. I can select "Home > Settings" but there's nothing obvious to me to find Netflix (I've been thru most of the menu options within Settings).

MrsP hogging the TV just now so i can;t throw her off while watching her favourite programmes 😉

Hope you can send more advice...

Cheers

Thank you for that information DerekP.

Can you provide a picture of the screen after you have selected 'Settings' so we can see what options are available?

^Martin

DerekP
On our wavelength

Hi Martin_N, i've clicked "Home > Settings" then System and Info

Thanks

PXL_20230721_174236643.jpgPXL_20230721_174246929.MP.jpg

When you go onto the System tab are you able to scroll down past the 'Factory Reset' option?

^Martin

DerekP
On our wavelength

HI, nothing below Factory Reset

newapollo
Very Insightful Person
Very Insightful Person

Hi DerekP 

You photos show that you have a TV360 box.

You can open the netflix app by clicking on channel 204 in the EPG, or by clicking on the Home button on  your 360 remote, then Apps, and then the Netflix icon.

You should then be shown a profile screen - click on the icon next to your name if it's shown there, and when the screen  opens click left on the navigation pad on your 360 remote.

This opens up the side menu,scroll down to the bottom where notifications is highlighted in white, then use the right navigation button to move across and click on Get Help.

This brings up the screen showing your profile name, account email, and various options  as per the screen shot below.

Scroll down and click on Sign Out. Then confirm you want to sign out.  You should then be able to sign in with your correct credentials.

EDIT Sorry  forgot screenshot

netflix menu.jpg

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

DerekP
On our wavelength

Hi, thanks but the problem is that the language isn;t one i can read, or work out how to...PXL_20230721_195005739.jpg

All settings / menus etc have the same language

newapollo
Very Insightful Person
Very Insightful Person

Hi again DerekP 

Click OK on your 360 remote on the screen that you just posted. On the next screen use the navigation buttons to move all the way across to the left. It opens another side panel.  Don't worry about not being able to understand the language/symbols on this screen or the following ones.

Keep pressing Down on the navigation buttons until the text/symbols next to the bell icon at the bottom is highlighted in white. (It won't go any further down)

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 360 remote.

That opens the page of the screenshot that I posted in my last message.

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. Now click on OK on the 360 remote.

It opens another screen which has text/symbols asking are you sure you want to sign out.

That screen gives two options  - Yes which is on the left and already highlighted and No.  Just click OK on the remote.

That will then completely sign out, and then you should be able to sign in with your correct login details since you've already signed out of your Netflix account everywhere and reset your password

 

By the way this " foreign language account" is also affecting Sky users, and also people who sign up directly with netflix and not through an ISP.

 

 

 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali