Forum Discussion

kentish's avatar
kentish
Tuning in
2 months ago

Netflix account hacked since linking to Virgin

Netflix account fine for years. Linked to Virgin Media account a little while ago and all seemed fine.

Then locked out on all devices and password not working so not able to get back in. Password reset email requested and came to us in Spanish.

Virgin call centre said it could be because logged into too many devices but on premium. Then said we needed to call Netflix. Netflix say we need a service number from Virgin account on online portal but can't find anything about Netflix linked apart from how much we pay. Told to speak to Virgin. Now on chatbot who eventually after 20 minutes has said they will fix the issue and send the code. Not sure what they fixing.

Is this a regular thing that Virgin linked Netflix accounts are being taken over? Is this a problem with the workflows within the Virgin system allowing people to swap emails/passwords and take over accounts?

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    2 months ago

    Hi kentish 👋

    Welcome to our Community Forums and thanks for your post.

    I can see from our systems that you have been speaking with our team regarding this issue and they've been able to assist you.

    If you need anything else, do let us know.

    • kentish's avatar
      kentish
      Tuning in
      2 months ago

      Hi, I was told it would take 5 days to get the service number (think called activation code by online chat). 5 days as only the IT team can obtain it. All sounds strange. Not really clear how that number would then help. 

      Out of frustration, I then asked Virgin to cancel the link between the Netflix account and Virgin account. They said they can't (I know Netflix can't either. Told I need to use the website. That only one button I can click there - to switch to basic Netflix. No option to cancel link. We can't access that basic account and assume that the hackers might be able to still piggy backing off my Virgin account. 

      I plan to get a brand new Netflix account to get clear of this situation. That means we lose the family accounts, viewing history and need to restart on our devices. I'd recommend avoiding tying your Netflix account to Virgin - not worth saving £10 per month.

      • kentish's avatar
        kentish
        Tuning in
        2 months ago

        Update: Another 10 minutes on the phone to Virgin and now being passed onto their 'Netflix team'. Told that they are the only people who can remove the link between my Virgin account and the hacked Netflix account I don't have access to. It will take 10 days to do that. 

        I'm not sure why the 'Netflix team' were not used 3-4 weeks ago when I first called Virgin with the same issue and told to call Netflix. 

  • Nitehawk77's avatar
    Nitehawk77
    Joining in
    27 days ago

    I had my account hacked two weeks ago I managed to delete the profiles as no pin and logged out on virgin box but today I was hacked but now profiles have pins. Spoke to virgin told me it will be 10 days to be rectified so asked if netflix can be removed from package then reinstated so can reset account!! But I was told I would have to pay £20 extra on top as I still 5 months of current contract. Complete joke and I was told virgin are fully aware so much for keeping my details safe also I had notifications in my emails whoever hackers are trying to get into other apps I use even weirdly my nextdoor which I found strange 

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      27 days ago

      Hi Nitehawk77 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear you are having issues with your Netflix account, have you changed your password and ensured that you have selected the option to log out of all devices, or you can manage devices on your account and boot off all  devices and start from scratch? this would be the better option rather than choosing a pin on profiles. 

      Should you need further assistance we can look into this further via private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina
       

      • Nitehawk77's avatar
        Nitehawk77
        Joining in
        26 days ago

        The account that took over my main profile and changed my netflix email they set there account but put in pin so I could delete account. I contacted netflix customer service they gave me cheat to go into menu so I could see the account email set up and pin they added but despite that I couldn't delete there account off my netflix I even deactivated my account and set another through netflix yet when I go to virgin media then hackers account is still there. I am not happy virgin compromised my data now this in the hands off hacker to the they have got in to other apps I use.  But Virgin aren't holding any responsibility despite it's a open secret netflix via virgin has been hacked on so many occasions. Virgin offer firewalls and internet protection yet can't protect customers data. All I am is told a virgin tech team will contact me In 10 days to talk over issue it's not good enough. If I knew 7 months down line from changing to virgin from sky would cause my data being hacked I would have stayed at sky 8 years as customer I never once had anything compromised. Sorry isn't good enough, any reads this forum stay away from virgin ongoing issue past year plus but customers not aware until it actually happens to them, also don't buy netflix as a bundle as it will be harder to cancel just add as add on