benelv langlea amorette
Edilma Howard
Hi I'm having the same problem. 10.99 charged to m bill and my Netflix app signed into someone else's email. I already have a Netflix subscription which I pay for direct. Phoned Virgin and they said they said they would cancel it and refund the 10.99 but they didn't cancel it and I had to go into my account and cancel it myself. After having recording issues with my tivo box I've had this replaced so I've been able to sign out of the other account and sign in with mine but ive not heard anything from Virgin about the refund
Hi, I have this too. My vm email and password was used after a site I used had its data hacked. I have now changed mine but found that netflix was added. If I go into the app on the v6 it is in some foreign language. Netflix need email associated with , which isn't mine. Vm say they can cancel app but netflix will keep billing vm.
So, this is going to be a long explanation because I need to cover everything that's already been tried, to save people wasting their time commenting stuff for me to reply 'already tried, not worked'.
They said everything should be good to go and just to follow the on-screen instructions when opening Netflix on the TV. When I opened it my options were 'Sign in' or 'Join now'. If I click sign in, it takes me to a page to input my email address and password then when I hit next it comes up with a box that says 'Add Netflix to your Sky package' then the only option is to hit continue. After I've done that, it takes me to a page where it displays the following:
The same thing happens if I select 'Join now', but that doesn't ask me to input my log-in details, it just takes me straight to the box where it asks about adding Netflix to my Sky package and the only option is to hit continue, then it takes me to that message I've wrote out above.
The thing is, it's contradicting itself... because why would it say 'Add Netflix to your Sky package' then take me to a message that includes the following.. 'Because you already have Netflix with Sky?'
Now I used to be signed into a family members Netflix account but since Netflix brought in the new rules about not being able to share log-in details if you live in seperate households, I had to sign out of theirs via the Netflix app on my TV and I also logged into their Netflix account online and signed my TV out via the devices that are shown as using those log-in details and removed my TV as a device.
Before Sky added Netflix to my TV package, I'd never had a Netflix account with Netflix, Sky or at all and I was getting the above message both before and after creating Netflix log-in details. I only created them because a Sky advisor asked me to do so, to see if it would resolve the issue. So they told me to go onto the Netflix website and put in my email address and create a password (username being the only email address I have and what Sky have) however I couldn't go any further because it asks me to choose a plan to pay for Netflix directly, which obviously I don't want to do because I've just added it through Sky for less and I don't want to end up paying 2 places for the same thing.
So after I'd created log-in details, I was still getting the same error message. I've spent around 4 hours on the phone to Sky's tech team trying to get this issue resolved and they were at a loss with it. They spoke with their management and they didn't know either. They talked me through the steps to refresh the apps and reset the whole Sky box, unplug the lot including the viewing card and I even tried to log-in on my upstairs TV and had the same issue.
I'm just baffled that Sky don't know what to do and don't have a resolution for this issue yet as there will be a lot of people who've been using other people's Netflix log-in details but have now added Netflix to their own Sky package and potentially facing this same issue.. that's if it is only happening to those people who've been signed in to someone else's Netflix prior...?
I've spoken to Netflix and they've said that they can't see a Netflix-Sky package under my email address or my details so as far as they can see, there isn't one linked. They also said the fact I don't see 'Get started' on Netflix home page, is another thing that proves I don't have Netflix linked to my Sky package, yet I thought it only says 'Get started' when it's your first time logging into Netflix, not when you've already been logged in before?
Anyway, I only have 1 email address and that's what I use for everything so Sky and Netflix would have the same email address and personal details as each other. Sky have confirmed it's definitely been applied and I even checked my package via My Sky on the TV and the Sky app and it says the Ultimate package has been added and is 'active' and in contract for 18 months.
Netflix said they don't have a solution to this problem and just sent me back to Sky each time, to the point I said I ain't going back and forward anymore! Then they said all they can advise it to cancel it with Sky and pay for it through them, which is obviously a tad dearer and not something I should have to do!
Sky and Netflix are saying that I should've received an activation email with a link to follow for Netflix setup, but I've never received this. I've checked spam/junk folders, went through every email and there's nothing at all like that. Some Sky advisors seem to think that you get an activation email and others have never heard of it. I'm getting other Sky emails and emails from elsewhere though
P.S. Please don't lecture me about sharing Netflix log-in details, I'm sure half the world did and that's not exactly going to help me resolve the issue lol. Sorry but I had to put that out there as I've already seen people replying with sarcastic comments about sharing log-ins
Now this person's Netflix account was never attached to my Sky bill, I only used their log-in details as they have Netflix through their own Sky package so there was never any link to my Sky.
It's a guess, but I suspect that's the crucial detail: using Netflix credentials associated with another Sky account is likely to be different to signing in with those associated with a direct Netflix-billed subscription, and has probably done something interesting to the back-end systems at both Sky and Netflix.
Are you on sky glass or sky stream or sky q , I believe there is a know issue with netflix on sky glass and stream preventing sign ups for some people that is currently under investigation and on one of there faults page, I have been advised there is no timescale for a fix at present as it's still being looked into, sorry if this isn't the answer you wanted but I don't think you can do anything to resolve it at present.
I'm on Sky Q. They did say there were 3 main issues regarding Netflix/Sky buy that this wasn't one of them and appears to be a rare issue..? So because they can't do anything I just get sent over to Netflix and they bounce me back to Sky this is what happens every time I call.
Hi, omg finally someone else with the same issue!! Still no fix and it's been since 23rd December! Sky do all their usual troubleshooting then pass me off to Netflix and they do all theirs then when nothing works they bounce me back to the other department
Sky even got me to sign up to Netflix direct as something else they wanted to try and it didn't do anything apart from start me up a subscription with Netflix direct, costing me 4.99 through Netflix as well as the 4 through Sky! So now they've got me running 2 subscriptions at once!!
It's nearly been a month and I've spent an ungodly amount of hours on the phone so I think it's time to get the Ombudsman involved because evey time I say I want to make a complaint they don't take me seriously and say they'll try and help and I end up doing the same troubleshooting steps in my sleep the amount of times they've had me doing them, then I'm no further forward
We signed up Monday, sent Tuesday and Wednesday night on the phone and noone could fix it. Staff, supervisors or managers so I called the cancellation department this morning who have taken netflix off my sky and I'm going to try netflix directly.
I'm still no further forward with it. I'm thinking of writing to the Ombudsman about it and seeing what they advise because I've spent an ungodly amount of hours and time on the phone to both companies with no resolution or timescale of one!
We've recently encountered this issue too. After a lot of google research, it seems Netflix have to unlink the account for you and you have to give them a call in order to do so. I explained it was seemingly being linked to two Sky accounts from when I'd previously watched something at my parents house and I needed to unlink from their Sky account which they managed to do. Had to sign in on my Sky & netflix app whilst on the phone which possibly allowed them to see which one to leave linked and which one to remove.
Just to clarify, it's my Netflix account and I called them as the bill payer in case that makes any difference. This has now allowed my Dad to set up his own account which he had recently agreed with Sky (he was encountering the same problem as the original poster).
I have the same issue but in my case, I had a direct Netflix account and renewed my Sky package with Netflix included. I never got an activation code from Sky saying I have Netflix through them. I have spoken with both Sky and Netflix more than once. Netflix say it's a Sky problem and Sky said it's a change in Netflix's software that has caused the issue. I'm really not happy and this should be an easy fix but loosing my patience.
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