My Netflix account has been hacked and I cannot access it.

[RaRa1974]

Good morning, thak you for taking the time to read this post. I tried to access my Netflix account the other day and found it had been locked with 5 random names on the account and everything in, I assume, Spanish. I tried to speak to Netflix but they said as it is on a SKY account I would need a service code. When I said I did not have one, the Netflix person told me to click on a link that was in German. When I said I did not speak German, he said I would have to contact SKY. I spoke to SKY and they told me to do this up, up, down, down thing on my remote and told me how to log out. I did this but cannot remember my Netflix password and when I asked for the 'new password' link to be emailed to me, the email came through in Spanish. So, it seems, that the unknown party still has access to my Netflix. HELP?!

[MarkGoldsmith]

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@RaRa1974 wrote:

Good morning, thak you for taking the time to read this post. I tried to access my Netflix account the other day and found it had been locked with 5 random names on the account and everything in, I assume, Spanish. I tried to speak to Netflix but they said as it is on a SKY account I would need a service code. When I said I did not have one, the Netflix person told me to click on a link that was in German. When I said I did not speak German, he said I would have to contact SKY. I spoke to SKY and they told me to do this up, up, down, down thing on my remote and told me how to log out. I did this but cannot remember my Netflix password and when I asked for the 'new password' link to be emailed to me, the email came through in Spanish. So, it seems, that the unknown party still has access to my Netflix. HELP?!

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Hi @RaRa1974,  unfortunately, the Netflix support person you spoke to provided you with incorrect information. As it's your Netflix account that has been hacked, it has nothing to do with Sky as they have no control over your Netflix account, aside from the fact that they deal with the billing of it on Netflix's behalf. 

You will need to contact Netflix again, unfortunately, to resolve this issue.  (https://help.netflix.com/en/contactus) . Once they have done this you need to change the password on that Netflix account. Also, if you have used the same combination of email address and that password on any other account, I'd suggest changing that password on all other accounts where you are also using it.