How do I deal with unwanted or nuisance calls?

We know how frustrating unwanted and nuisance calls can be. This could be anything from marketing and telesales messages to silent and malicious calls, or even spam texts. To help you tackle these on your Virgin Phone and Mobile services, we’ve put together some practical guidance.

The Telephone Preference Service (TPS) is the only official register to help prevent unsolicited calls from organisations. It will ensure your phone or mobile number is unavailable for anyone who makes this type of call. For more information go to tpsonline.org.uk

Note:

  • You may still experience unwanted calls for up to 28 days until the TPS has published the change
  • You will only need to register a number once with the TPS
  • The TPS only operates in the European Union (EU), so organisations based in countries outside the EU may still contact you
  • If you change your home phone number for any reason, you will need to re-register with the TPS

Nuisance calls
You can make a complaint and report a nuisance call or message online. If you’re not sure who to contact, go to Ofcom's website to find the right organisation.

Malicious and abusive calls
Malicious and abusive calls may be considered a criminal offence under section 43 of the Telecommunications Act 1984.

  • If the caller is making threats to you or your family and you believe those threats to be genuine, call 999 immediately.
  • If you believe the threats are not imminent, call your local police station on 101

Note: The police will liaise with our internal teams to investigate further

  1. Protect your number
    Always take care when sharing your number. It’s worth making sure you tick the appropriate marketing opt-out and be selective when sharing your number with third parties online. Remember, these measures do not prevent auto-diallers from calling numbers at random.
  2. Virgin Media Services
    Sign up to ex-directory services
    • If your home phone number is set to ex-directory, it will not be published in the phone directories, helping to prevent companies from having access.
    • If we gave you a phone number when you joined Virgin Media, it is automatically set to ex-directory unless you’ve asked us for a directory listing.
    • If you brought your number to Virgin Media from another provider, your number may be listed and available via phone number search services.

Caller display
Your home phone and mobile are set up to show the number that’s calling you, allowing you to choose whether to answer. While this does not stop incoming calls, it does show you the caller’s number (as long as it isn’t withheld or unknown).

Withhold your number

Your home phone and mobile are set up to display your number when you call someone else, but there are two ways to withhold your number.

  • To temporarily withhold your number, dial 141 before entering the phone number you wish to call. You’ll need to enter 141 each time you want to conceal your number.
  • To permanently withhold your number, our Customer Service team can help you set this up. When your number is permanently withheld, you can temporarily reveal your number by adding 1470 before the number you’re dialling.

Anonymous caller rejection
This feature blocks incoming calls from withheld numbers to your home phone. To add this, call our Customer Service team who can help you set this up – (this is a chargeable feature).

Some home phones include a number of features to help prevent unwanted calls. Depending on your handset these could include:

Anonymous call blocking or silencing
This sends a caller with a withheld number to either a busy tone (so they think the phone is engaged), or to the handset’s answering machine without the phone ringing.

Black List
If there’s a specific number that you want to block, just add it to the Black List. This sends the blacklisted caller to either a busy tone (so they think the phone is engaged), or to the handset’s answering machine without the phone ringing.

Do not disturb
Set the phone not to ring during certain times of the day or night. All calls will be sent silently to the answering machine unless the caller is in your VIP list (in which case the phone will still ring).

Note: While these handsets may help with reducing unwanted calls, they can’t guarantee to stop them altogether

Report spam texts
You can forward spam texts for free to 7726 (SPAM on your phone’s key pad). Numbers generating spam texts can then be investigated, which may result in action being taken against the companies.

Note: You may get an automated response thanking you for the report and giving you further instructions

Block numbers with your mobile or an app
Most mobile phones allow you to block certain numbers from calling or sending texts. This is normally done through the contact list on the device. For more help with a specific handset, see our Device Guide

There are many apps available to download from the iOS App Store and Android Play Store, offering features to block calls and messages.

Need more help? 

Virgin Media is committed to working with the telecoms industry in the UK to reduce nuisance calls.

For further advice from Ofcom, go to

ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/nuisance-calls-and-messages

If you suspect that a call may be fraudulent or a scam, visit actionfraud.police.uk/

 


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