Sky Netflix account linked to Spanish family

[mrherbert]

Hi, I've gone to use the Netflix service on sky q that is included with the package I have. The app loaded and it appears that it's logged into a Spanish families account. Linked to an email address completely different to my own and shows what the family members have been watching. 
how can I get this changed, so that the app renews and the account that sky set up for me can be solely for myself? 

[AndrewD76]

Hi, I have experienced the same. Did you find a fix?

[mrherbert]

@AndrewD76 i haven't found a fix unfortunately. I'm going to have to call the tech helpline 

[Brazier22]

I've tried calling them and it says service not available due to a technical issue. Shocking service!!!

[nolte]

Has your netflix account been hacked?

[mrherbert]

Well the Netflix account is provided by sky. I have no logins for it. So if it's been hacked, I can't help it. It's skys account 

[Brazier22]

Same. Thought it must be a problem at Sky's end?

[nolte]

please see this thread

https://helpforum.sky.com/t5/Sky-Q/Netflix-is-locked-on-to-someone-else-s-account-and-I-can-t-log-of...

[ozsat]

It is a Netflix issue if the account is hacked. Sky may pay it but they pay to a Netflix account.

VirginMedia forums have VM users with same issue where VM pay the bill and there are many direct to Netflix customers reporting the same problem.

Netflix support is, and always has been, terrible - but it is their problem to fix!

[SharronSutton]

We had the same issue, Netflix App through Sky in spanish with 5 profiles. Called Sky and they couldn't resolve so contacted Netflix, they could see that my email address had been changed and set it back to my original email and sent me a link to change the password..  Looks like a data leak somewhere.  

[TimmyBGood]

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@SharronSutton wrote:

 Looks like a data leak somewhere.  

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Much more likely that someone who legitimately knows your Netflix account credentials had inadvertently logged into a fake Netflix front-end webpage, probably by clicking on a link in email or text.

[SharronSutton]

I doubt it I am an  IT Developer/Data Scientist  so pretty tech savy.   

[SharronSutton]

Also we only use Netflix through Sky App or on my Firestick if not home.

[TimmyBGood]

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@SharronSutton wrote:

I am an  IT Developer/Data Scientist  so pretty tech savy.   

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Then you'll know any significant data breach involving Netflix credentials would be global news.

[sitandspin]

After a fun night trying to sort my account out I managed in the end via Netflix live chat and also doing the following,

Go to the Netflix app on Sky Q and on the screen
with the random profile press the following buttons
on the Sky remote
Up, Up, Down, Down, Left, Right, Left, Right, Up, Up,
Up, Up
This opened a hidden menu. I got the email address that the hacker used from the "membership" (Miembro) tab, and the service code from the "contact us" (Contactarnos) tab

Netflix Live chat were then able to log the hackers out of Netflix on my sky q box reset the email address associated with the Netflix account back to my own email address, and sent me links to follow to reset password and PIN numbers on the Netflix website on my mobile phone