- I am a Talk Anywhere subscriber, how can I keep track of my minutes?
- Malicious Calls / I receive calls from a withheld number and there is no-one at the other end - what can I do?
- My Caller Display is not working?
- I have a noise on my line when I pick up the phone...
- I cannot send a text message/SMS?
- How can I find out who called me last?
- Why does 1471 not always work?
- How do I withhold my number prior to calling?
- What is the number for Directory Enquiries?
- What is the number for the International Operator?
- How do I extend my voicemail ring length?
- Telephone Preference Service (TPS)
- Protect yourself from phone scams
I am a Talk Anywhere subscriber, how can I keep track of my minutes?
It's easy to keep track of how many minutes you've used, just follow these instructions:
- Dial 150 - free from your Virgin Phone, or 0845 454 1111 from another line
- Select the Billing & Payments option
- Select the option for Talk Anywhere Balance
- You will now be presented with the option to listen to any remaining minutes for the line you’ve called on or to listen to any remaining minutes for other telephone lines you may have. When prompted, enter the phone number for the line you want to find out about
Malicious Calls / I receive calls from a withheld number and there is no-one at the other end - what can I do?
These calls are more than likely automated competition lines or marketing activity from other companies.
You can subscribe to Anonymous Caller Rejection, which is a service that will reject any callers who withhold their numbers. You can still receive calls from other networks that are unable to give out callers' phone numbers - such as calls from abroad, analogue mobile phones or payphones.
You can also subscribe to the Virgin Media Caller Display feature to ensure you can see the number who is calling you, providing the caller does not withhold their number.
To add these features contact our Customer service team on 150 from a Virgin Phone.
If you are receiving troublesome calls, contact our team on 150 - free from your Virgin Phone, or 0845 454 1111 from another line, straight away and we will do all we can to help. There are 3 types of unwanted calls you might be receiving:
- Unsolicited calls - Persistent calls from organisations, which offer information you do not wish to receive.
How can I stop it? - You will need to register with the Telephone Preference Service (TPS). This will make sure your phone number is not available to organisations that make this type of call. For more information or to register call the TPS registration line on 0845 070 0707, or go to www.tpsonline.org.uk
There is more about TPS at the end of this General Queries section. - Nuisance calls - Excessive amount of wrong numbers or calls at unsociable hours.
- Malicious calls - A call containing obscene suggestions, personal threats or abusive language.
How can I stop them? - Our Nuisance Call Bureau (NCB) will help and guide you, if you have been a victim of a nuisance and/or malicious phone call. Just call our free phone number and ask for the NCB on 0800 953 3333. There is more on malicious calls at the end of this General Queries section.
Note: It may be a criminal offence, under section 43 of the Telecommunications Act 1984, to make a malicious call.
My Caller Display is not working?
For Caller Display you will need a compatible Caller Display phone or Caller Display unit (look for the British Standards Mark), ideally one that meets multi-standard Caller ID. If the unit is dual network capable (should be indicated on the box & user guides), it should work without any issues. Old Caller Display phones and units (in particular sets pre-1999) may not be able to receive Caller Display from a cable line. The vast majority of current Caller Display phones or Caller Display unit are compatible on Virgin Media network.
I have a noise on my line when I pick up the phone...
What kind of noise? If it is a stuttered dial tone then you may have a voicemail message try dialling 1571 to access your message, once the message has been read and saved or deleted the stuttered dial tone should disappear.
If you do not have a voicemail, but continue to receive a stuttered dial tone you may have another feature in use. Please refer to your Phone User Guide for further features information.
For any other noise, such as a crackling line, then you should check all the wiring around the phone (look for things like carpet grippers embedded in the phone wire). Swap the phone for one that definitely works and if problems persist then contact our fault desk on 151 for further assistance.
I cannot send a text message/SMS?
For information on settings for Text Messaging from your Virgin Media Phone (e.g., service centre setting) please see the “Virgin Media Text” section.
You will also need to ensure that you have the Virgin Media Number Display service if you wish to receive text messages as text messages.
You will need to have a compatible Caller Display phone. For help with Caller Display phones, please see the “My Caller Display is not working” section.
How can I find out who called me last?
Dial 1471 where a recorded announcement will read out the last number to call you. You will be able to press 3 to return the call, as long as the caller didn’t withhold their number.
Why does 1471 not always work?
In some regions if Voicemail is active on the account and your call is answered by our Voicemail service then unfortunately dialling 1471 will not announce the last calling number.
How do I withhold my number prior to calling?
Dial 141 before entering the telephone number you wish to dial.
What is the number for Directory Enquiries?
The Virgin Media services are:
- 118180
- 118878
- 118190 (International Directory Enquiries)
What is the number for the International Operator?
Dial 118 190 from a Virgin Media line.
How do I extend my voicemail ring length?
If you have Free Voicemail you can't choose when calls will go to voicemail; however you can if you subscribe to Voicemail Plus service just call Customer service to set it up. The default is usually set to 5 rings before the call diverts to voicemail. This can be extended up to 10 rings.
Telephone Preference Service (TPS)
The Telephone Preference Service (TPS) helps you to make sure your telephone number is no longer available to organisations who may telephone you with offers and information you do not wish to receive. To register for the Telephone Preference Service, visit the link below:
If you are receiving unsolicited sales and marketing voice recorded messages down your telephone line, and you have not given prior consent to receive such messages, you can ask the marketer to stop sending these. They are legally obliged to act upon your request. If you are still receiving such calls you can complain either to the Direct Marketing Association or the Information Commisioners Office.
If you have been troubled by calls where the phone rings but on answering there is no one there, you may wish to register your number on the Silent Callgard Service on 0870 4443969.
Protect yourself from phone scams?
There are several potential telephone scams operating currently. Please be aware that if you receive a recorded message offering you a prize or something similar and are asked to dial a 090 number, that calls to these numbers can incur significant charges, and any prize often does not exist.
You can check with the PhonePayPlus, a telephone watchdog, if you are unsure about a premium rate charge on your telephone bill.
For more information visit the following links:
Please be aware that Virgin Media does not sanction these calls.
