Netflix account hacked since linking to Virgin

[kentish]

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]

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]

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]

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. 

[Barstaff]

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@kentish wrote:

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. 

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Well one possibility is that, actually, there is no 'Netflix Team', add it to the 'Concern Team', the 'Care Team', the 'Resolution Team', the legendary 'ring fenced XGS-PON team' - all of whom posters on here in the past have claimed they were referred to. Do such 'dedicated teams' actually exist? Why can say? Hint: no they don't - it's a lie!

Now, let me make a suggestion, and I fully admit to having no real evidence for it, but as a working hypothesis...

There are a number of people working in VM's third party call centres who are corrupt, they 'add' Netflix to users' accounts or change existing setups and pass the details to whoever is paying them backhanders. These third parties then have access to Netflix which they sell on, and you are paying for it! I expect that the staff turnover in said call centres is similar to Russian soldiers on the front line in Ukraine, they are long since gone by the time any issues are discovered.

Cynic, me? Absolutely not!