Visitor
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2 Messages
Netflix hacked on my TV?
Having an issue that Xfinity customer support has not been able to resolve yet. When I got to Netflix on my TV I see someone else's profiles. Each is locked so I can sign them out in order to sign in to my Netflix account. I can also not see their e-mail address because when you go into Netflix the first thing you see is the profile. Customer Support suggested switching out the box which I did. But it didn't resolve the issue.
Anyone ever heard of this problem? Any suggestions?
XfinityLinda
Official Employee
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1.8K Messages
4 years ago
Hello, @user_2f3e56! Thank you for connecting with us here on our Community platform! I'm sorry for the trouble with your Netflix account. I actually had a similar issue happen with me. Someone had gone in and changed the email, so that was the first thing I did. I would suggest you reach out to Netflix directly to see if they have a better process or suggestion for you. Switching the boxes is not an option since Netflix is an app. It is simply providing the means to view the app. You need to get into your Netflix account to change the settings or possibly close the account and reopen a new one. I hope this helps.
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RadTV
Problem Solver
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539 Messages
4 years ago
@user_2f3e56 Before contacting Netflix, try the options here https://help.netflix.com/en/node/244
additional Info for you: https://www.howtogeek.com/683919/how-to-kick-people-off-your-netflix-account/
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user_2f3e56
Visitor
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2 Messages
4 years ago
Thanks all. My issue has been resolved. After going to 4 levels in Comcast service and a home visit, all with no resolution, I called Netflix. They told me to do the following...On the profile screen (where all of the profiles are locked), use the remote and press the following: Up, Up, Down, Down, Left, Right, Left Right, Up, Up, Up, Up. It worked. It got me past the profile screen and into the screen where I could sign out the account and then sign back in under my e-mail.
Note that the Comcast Service Tech did follow-up the next day with another way. He said to press Help and there is an option to Reset Netflix. I wasn't able to try this because I had already reset all my TVs.
Posting both here in case it helps someone else.
(edited)
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