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. So we’ve put together some handy information to help you when it comes to your Virgin Phone and Virgin Mobile services.
Register with the TPS Register with the TPS
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 isn’t available to anyone who makes this type of call. For more information go to tpsonline.org.uk
Got a smartphone? Download the TPS Protect mobile app from the iOS App Store or Android Play Store. You can register through the app, as well as enable call screening and report unwanted calls to the TPS.
Note: The removal of your number on the TPS won’t be automatic, so you may experience unwanted calls until it has published the change.
The TPS only operates in the European Union, so organisations based in countries outside the EU may still contact you.
Report spam texts Report spam texts
You can forward spam texts to 7726 (SPAM on your phone's dialler). It's free, and only takes a couple of texts. Numbers generating spam texts can then be investigated, which may result in action being taken against the companies sending them.
Protect your number 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 third party boxes when you enter information online. Just remember that this doesn’t always prevent auto-diallers from calling numbers at random.
Block numbers with your mobile or an app 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. There are also many apps available to download from the iOS App Store and Android Play Store that offer call and SMS blocking features.
Sign up to ex-directory services Sign up to ex-directory services
If you set your home phone number to ex-directory, your number won’t be published in the phone directories, helping to prevent companies getting hold of it.
If we gave you a phone number when you joined Virgin Media, it’ll 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.
Report malicious calls to the police Report malicious calls to the police
Malicious and abusive calls are considered criminal offenses. If you’ve received malicious or threatening calls, you should report these to your local police.
The police will liaise with our internal teams to investigate further as appropriate.
NOTE: It may be a criminal offence, under section 43 of the Telecommunications Act 1984, to make a malicious call.
Use our handy protection tools Use our handy protection tools
We’ve got a few features to help you get a head start on making sure you’re answering the right calls.
Your home phone and mobile are set up to show the number that’s calling you, allowing you to 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).
Your home phone and mobile are set up to always display or make your number available when you call someone else. You can temporarily or permanently withhold your number when making a call.
- 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 Care team will help you to set this up. When your number is permanently withheld, you can temporarily reveal your number by dialling 1470 before the number you’re dialling.
Anonymous Caller Rejection
This stops callers who withhold their phone number from getting through to your home phone.
Home phone handset features Home phone handset features
Some home phones include a number of features to help prevent unwanted calls. These 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’s 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 a 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 certain times 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: While these handsets may help with reducing unwanted calls, they can’t guarantee they’ll stop altogether.
Need more help?
Virgin Media is committed to working with the telecoms industry in the UK to reduce nuisance calls.
For further info and advice from Ofcom, go to
If you suspect that a call may be fraudulent or a scam, visit actionfraud.police.uk/