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How to deal with fraudulent calls

Have you recently been called by someone who’s told you they are from Virgin Media, but you are unsure? Or claiming your computer has been reported due to a security issue?

These calls may be a type of scam called Vishing – where a caller will attempt to trick someone into providing financial and private information or access to a computer system, for potential identity theft.

If you receive one of these calls and believe your computer(s) or data is not secure, we’ve listed some advice about how to respond.

If you ever receive a call from someone you think might not be genuine:

  • Always confirm the identity of the caller, take their name, company and contact details
  • If they are allegedly calling from Virgin Media, and you have a concern over their identity, inform them you will be hanging up and calling us directly to validate the call
  • Never provide financial details over the phone, unless you are 100% sure you know the caller
  • If in doubt, ask them to put the information in writing and end the call

If you have spoken to someone that you now believe to be fraudulent and have been asked to install computer software, here are some simple checks you can carry out:

  • Run a virus check on your computer
  • Remove any unwanted software that may have been installed
  • Report the fraudulent caller

Your computer could be infected with malicious software (malware) and so we recommend running a security scan on the machine as soon as possible. If you have security software already installed, there should be an option to “Scan Now”. Use this option to run a full scan of the system.

If you do not already have anti-virus software, we have teamed up with Virgin Media Internet Security to provide our broadband customers with Virgin Media Internet Security. This protects you and your family online anywhere, and on any device. You can find and download Virgin Media Internet Security from My Virgin Media.

To find out more about Virgin Media Internet Security, see Introducing Virgin Media Internet Security. We recommend running a full computer scan once it’s finished installing.

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. If you need to remove any software from your computer(s), the following guidelines may help.

Windows 10

  • Click the Start button at the bottom left of the screen
  • Select Control Panel
  • When the Control Panel appears, choose Uninstall a Program from the Programs category
  • Select the program you want to remove, and click Uninstall

Windows 8.1

  • Click the Windows icon in the screen’s bottom-left and choose the Control Panel from the pop-up menu
  • When the Control Panel appears, choose Programs and Features
  • Select the program you want to remove, and click Uninstall

Windows 7 and Windows Vista

Click the Windows icon in the screen’s bottom-left and choose the Control Panel from the pop-up menu.

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.

Select the program you want to remove and click Uninstall.

Alternatively, right-click the program and select Uninstall.

How to report a fraudulent call

You can make a complaint and report a fraudulent call online. To do this, visit

If you want to know more

For independent advice on protecting yourself online, check out: or Ofcom's website

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