How do I stop unwanted calls on my Virgin home phone?

Last updated: October 15, 2018

Identifying an unwanted call

There are three types of unwanted calls you might be receiving:

  • Unsolicited calls - Persistent calls from organisations, who offer information you don’t want. These calls are more than likely automated competition lines or marketing activity from other companies
  • Nuisance calls - Excessive amount of wrong numbers or calls at unsociable hours
  • Malicious calls - A call containing obscene suggestions, personal threats or abusive language

What can I do to stop nuisance/unsolicited calls or texts?

1. Register with the TPS to stop calls from organisations

The Telephone Preference Service (TPS) is the only official register to help prevent unsolicited calls. Registering with the TPS will make sure your phone number isn’t available to organisations that make this type of call.  For more information or to register, call the TPS registration line on 0345 070 0707, or go to tpsonline.org.uk.

Note: The removal of your number on the TPS won’t be automatic, so you may experience unwanted calls until they have published the change.

The TPS only operates in the European Union, meaning that companies based in countries outside of the European Union may still contact you.

2. Report Spam texts

Forward the spam text to 7726 (SPAM on your phone's dialler). It's free, and only takes two texts. Numbers generating the spam texts can then be investigated, which may result in action being taken against the companies sending them.

3. Make a complaint

If you would like to make a complaint about a nuisance call or message, you can do so online. If you’re not sure who to contact go to Ofcom's complaints portal which will help you find the right organisation to complain to.

4. Protect your number

Always take care where you share your number. It’s worth making sure you tick the appropriate marketing opt-out or share with carefully selected 3rd party boxes when you enter information online. Just remember that this doesn’t always prevent auto-diallers from calling numbers at random.

We’re here to help!

Caller Display

Included as standard in your Home Phone package, Caller Display helps identify who’s calling you and choose whether to answer the call or let it ring out. While this doesn’t stop incoming calls, it does show you the caller’s number (as long as it isn’t withheld or unknown).

Manage Privacy

We have a range of add-ons to help manage unwanted calls:

  • Anonymous Caller Rejection – stop callers who withhold their phone number from getting through to you.
  • Call Waiting – Notifies you of incoming calls when you’re already on the phone
  • Voicemail Plus – Lets you record a personal message and securely access your voicemail from any phone
  • Call Divert – Redirects incoming calls to another number of your choice if you’re not at home.

To subscribe to our additional call features just text us for free on 07533 051 809 ^ between 8am and 8pm Monday to Friday, 8am and 6pm on Saturday and one of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in. Alternatively, call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111 * from any other phone. Lines open 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday

Sign up to ex-directory services

If you set your number to ex-directory, your number won’t be published in the phone directories, helping prevent companies getting hold of it.

If we gave you a phone number when you joined Virgin Media, it will be 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.

To make your number ex-directory, just text us for free on 07533 051 809 ^ between 8am and 8pm Monday to Friday, 8am and 6pm on Saturday and one of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in. Alternatively, call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111 * from any other phone. Lines open 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

Home Phone Handset Features

Some home phones include a number of features to help prevent unwanted calls. These features include:

  • Anonymous Call Blocking or Silencing - whenever a call is made to your phone without the caller presenting their number, the phone will either send them back a busy tone (so they think the phone is engaged), or send the caller to the answering machine without the phone ringing so not to disturb you.
  • Black List - if there is a specific number that you don’t want calling you, just add it to the Black List. Callers from black-listed numbers will either hear busy tone (engaged) or be sent to the answering machine silently without disturbing you.
  • Do Not Disturb - set the phone for it not to ring during specific periods of the day or night. All calls will go silently to the answering machine, unless the caller is in your VIP list in which case the phone will still ring.

NOTE: Whilst these handsets may help with reducing unwanted calls, we cannot guarantee they will stop all together.

Gigaset handsets include many of these features. Other handsets with nuisance call management features are available.

If you have received malicious or threatening calls, you should report these to your local police.

Malicious and/or Abusive calls are considered criminal offenses, and so must be handled using the correct process. The Police have a SPOC (Single Point of Contact) who will liaise with our internal teams to investigate further if necessary.

Further help

For further help, join the Which? consumer group campaign to help put a stop to nuisance calls.

NOTE: It may be a criminal offence, under section 43 of the Telecommunications Act 1984, to make a malicious call.

Virgin Media is committed to working with the telecoms industry in the UK to reduce nuisance calls. This is formalised in our commitment to Ofcom’s Nuisance Calls (Technical Measures) Memorandum of Understanding, which you can find here.

For further information and 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/.


^The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.
*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.


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