How to deal with bogus callers

Have you recently been contacted by someone who’s told you they are from Virgin Media, but you don’t believe them? Have you been contacted over the phone by someone saying your computer has been reported to them due to a security issue?

These calls may be a type of scam called Vishing, which is where a phone caller will attempt to trick someone into providing financial information, access to a computer system, or private information that will be used for identity theft.

If following a call you believe your computer(s) or data may not be secure, we've got some advice about how to deal with the issue.

If you are ever called out of the blue, the following advice may help;

  1. Always confirm the identity of the caller, take their name, company/department and contact details
  2. If they say they are calling from Virgin Media, and you have a concern over their identity, advise them that you are going to hang up and call us directly to validate the call
  3. Never provide banking/credit card details over the telephone, unless you are 100% sure you know who you are talking to
  4. If in doubt, ask them to put the information in writing and end the call

The caller may have asked you to download and install software on to your computer. The software usually allows the caller to log in and control your computer remotely. If their instructions were followed, we highly recommend that you remove this software as soon as possible (more info on how to do this can be found below).

Your computer could also be infected with malicious software (or malware) and we recommend that you run a security scan on the machine as soon as possible. If you have security software already installed then it should have the option to “Scan Now”. Use this option to carry out a “deep” or “full” scan of the system.

If you don’t already have anti-virus software, Virgin Media have teamed up with F-Secure to provide our broadband customers with F-Secure SAFE to keep you and your family safe online anywhere, whatever device you are using. You can find and download F-Secure SAFE from My Virgin Media.

To find out more about F-Secure SAFE read: Introducing F-Secure SAFE. We recommend running a full PC scan once you've installed the software.

In some cases, the bogus caller has tricked customers into downloading remote access software. If you need to remove any software from your PC / Laptop(s), the following guidelines may help;

Windows 10
  1. Right-click the Start at the bottom left of the screen
  2. Select Control Panel
  3. When the Control Panel appears, choose Uninstall a Program from the Programs category
  4. Select the program you want to remove, and click Uninstall
Windows 8.1
  1. Right-click in the screen’s bottom-left corner and choose the Control Panel from the pop-up menu
  2. When the Control Panel appears, choose Uninstall a Program from the Programs category
  3. Select the program you want to remove, and click Uninstall
Windows 7 and Windows Vista
  1. From the Start menu (Windows Icon bottom left), select Control Panel
  2. In Large, Small icon or Classic view, click Programs and Features. If you're using Category or Control Panel Home view, under "Programs", click Uninstall a program
  3. Select the program you want to remove, and click Uninstall. Alternatively, right-click the program and select Uninstall

For independent advice on protecting yourself online, check out:*

* Links to external sites are provided as a courtesy and Virgin Media is not responsible for the content of these sites or any issues encountered as a result of  applying information from these sites. Virgin Media are not able to provide any technical support for such problems.


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