Netflix Account Purchased Through Tv Package Stolen with Email Changed

[rickster9000]

Hello hoping for some insight in an issue I have been facing,

I have had an issue with my Netflix account that is provided through my TV Box, my whole netflix account has had every profile on it changed, my email was compromised some time ago but I have secured the email and various other accounts, I however neglected to check my netflix account. The email on the account also being changed. I am unsure on how to proceed in retrieving my account back as all my billing for the account is done directly through the TV package I have through Virgin. I can't see a way I can go through Netflix to regain the account as I have only ever had access through the TV box and it has very limited options on it. 

Any help would be much appreciated thank you

[Nathan_B]

Hi there @rickster9000 👋 Welcome to our forum and thanks for your post 😊

Sorry to see that the details on your Netflix have all been changed. This isn't something we'd have access to amend on our end so the best thing to do would be to contact Netflix directly as they can assist with specific account related matters like this.

Let us know how you get on with this.

Regards

Nathan

[rickster9000]

Hi Nathan,

Thanks for the reply, as my account is provided through my virgin media Tv package I am unsure how I would be able to contact them regarding this as to my knowledge my banking details would not be connected to the account and I don't have access to the current email that is being shown on the account. So as far as netflix is concerned I am a random person calling up trying to take an account. 

Thanks

[Roger_Gooner]

I have Netflix through VM and got a Thanks for joining Netflix email. So, Netflix does have the email address you used on signing up.

[rickster9000]

However it has been changed on the account and thus I no longer have an account.

[Roger_Gooner]

Obviously Netflix can access the acount via the original email address. How else can they do it?

[rickster9000]

If I attempt to use the original email address it creates a brand new netflix account. I imagine netflix would verify ownership of the account through the banking details stored on the account. However I pay for my netflix directly through my TV package so my personal banking details to my knowledge would not be on the account itself and therefore I am unable to prove my ownership of the account.

[Kath_P]

Hi rickster9000, 

Thanks for coming back to us on this one. As we don't have access to anything related to Netflix account log ins, we'll need to terminate the account completely. Once that's done, we can then send a new activation email for you to re-set up Netflix from scratch. 

In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,