Someone else’s Netflix account on my virgin box and I’m being charged!!!!

[Trace1105]

Since November 2023 I have seen a £17.99 netflix charge on my virgin bill. I called in November as I paid separately for Netflix direct with them and not through virgin. A credit was applied and I was told the only way to stop this was to cancel my Netflix account and restart it!! I cancelled my account and haven’t restarted it but each month there is a charge on my bill for £17.99  for Netflix which I have not activated on my account. I call and get told a credit will be applied and this will be looked into and won’t happen again. Yet again I have just checked and Netflix has been activated on my account (not by me!!) and I will be charged again this month. I have just been on the Netflix Channel on my virgin tv box (204) and there is actually someone else’s Netflix account signed in!!! I do not recognise the names and am unable to sign out as the account is pin protected!!! So can’t see the email address linked to it either. How do I sort this and remove this account and stop the monthly charges and having to call each month!!! Really not happy 

[Joseph_B]

Hey @Trace1105,

Welcome to the Community Forums and thanks for the post.

Sorry to hear of your ongoing issue with Netflix, we would like to go about looking into this further with you, for me to do so I will need to go about confirming some information from you via private message which I will send to you now.

Joe