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.

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.

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.

If you’d like to make a complaint and report a nuisance call or text, you can do it online. If you’re not sure who to contact go to Ofcom's complaints portal to find the right organisation you need to contact.

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.

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.

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.

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.

We’ve got a few features to help you get a head start on making sure you’re answering the right calls.

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 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

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.

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

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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