Someone else logged into my netflix app

[Rosemarie1231]

Hello,

I was charged premium Netflix to my bill, so checked the app on my tivo box & an unrecognised account is set to use the app.

I have tried logging out of the app multiple times but it logs back in everytime.

I have called virgin who says I need to speak to Netflix....called netflix who say I need to speak to Virgin.

Has anyone else had this issue or fixed? The account is registered as email [MOD EDIT: Person info removed]

I have googled this email address & it comes up with an Algerian netflix selling site. 

Neither Virgin or Netflix seem to want to help with removing this account from my box so I am stuck with someone else watching netflix through my tivo box using my internet...

Many Thanks in advance

[Natalie_L]

Hi Abell3090, 

Thank you for your post. 

We can see you are currently speaking with my colleague via private message message for further assistance. 

Please do drop them a message if you have any questions. 

Thanks, 

[VMrUseless1]

I’m also having the same issue and at the end of my tether with having to ring up. I’ve had to do it for the past 4/5 months like the person above and it’s now resulted in my July bill being over £40 above what it should be.

Even now, I can see my august bill has still being charged with the 15.99 Netflix fee added to it. I’ve asked for a note to be put on my account saying this isn’t me signing in to Netflix but it’s like talking to a brick wall. I’ve explained the situation until I’m blue in the face but all that happens is I get a reference number and told it will be sorted within 5 day. Absolutely laughable service and a complete disgrace.

Can something please be done if any VM staff are reading this.

[Ashleigh_C]

Hi there @VMrUseless1 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that you are also facing this issue. I'd be more than happy to look into this with you via a Private Message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Lamzino22]

I’ve also had this problem for many months now I would like to receive a refund for all the months I have paid for a subscription I didn’t sign up for or some sort of compensation or I think I’ll take my money elsewhere as their is clearly security issues if there are so many people this is occurring with 

 

[Ayisha_B]

Hi @Lamzino22 👋,

Welcome to our Community Forums and thanks for your post. 

I am sorry to hear you're experiencing some issues with your Netflix account. 

Can I ask if you have spoken to Netflix regarding the fact that someone else appears to be using your account?

[Deanno690]

Has anyone managed to get this resolved? This has been happening on my account for over 6 months. I was even told upgrading my package will stop this and it hasn’t. Netflix won’t help as I don’t have an account and virgin are not helping either. I am going to seek legal advice as I am being fraudulently charged but before I do I was wondering if there was a way to get this resolved successfully once and for all? 
Thanks 

[Joseph_B]

Hey @Deanno690,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue with your Netflix, I can see you have spoken to our team since making this post, were they able to go about helping you further with this?

Joe

[benidoine]

I have the same problem.  A hacker has added Netflix to my VM account with a different email address.  If you can find out the email address from your Tivo Netflix can cancel the account if you call their customer service.  They will also be able to tell you that the account was added through Virgin's website.

I have reported this to VM and they are pretending they've never heard of this before.  I've explained at great length exactly what and how it's happened.  So far they've done nothing - but clearly this has been happening to many customers over many months.

If they take money from you after you have reported fraud, they are them complicit in that fraud.  Report it to the police and Ofcom.

[gilbo2]

Do these issues get resolved in the end, what was the resolution?

[bobblejones]

Interested in any resolution too