Virgin Media Fraud and Security


Welcome to the Virgin Media Security Hub​, your go-to for online security and fraud information​.

Worried about online fraud and security or received a notification from us of an issue?
You've come to the right place then, our dedicated security hub provides you with lots of helpful advice and tips. There's also our Security Matters community page which you can checkout too for all the latest updates, including the most recent examples we have reported related to​ Smishing and Phishing.​

What to do in the event of fraud​

Step 1 Get in touch with your bank if you think you might have given out any financial info - they'll try to recover any money you've lost. You can call 159 to connect directly to most banks.

Step 2 If you believe that this could have happened through them gaining access to your Virgin Media account, please also follow the steps on My Virgin Media account has been hacked

Step 3 If the fraud originated from a text message, forward the text free of charge to 7726 and we will work to block the number from our network. For fraudulent e-mails, forward to phishing@virginmedia.co.uk and we’ll look into them.

Step 4 Report the scam to Action Fraud (the UK’s national reporting centre for fraud and cybercrime) on 0300 123 2040 or through their online reporting tool. If you reside in Scotland please report any incidents of fraud to Police Scotland via 101.

Step 5 If you believe that a fraudster may have ordered Virgin Media goods or services using your details, or a Virgin Media/Virgin Mobile account has been set up in your name without your permission, then please report the issue to our Customer Care team by calling 150 from your Virgin Mobile phone or 0345 454 1111* from any other phone.

*Call costs may vary.

Report abuse originating from a Virgin Media IP address

If you have identified abuse originating from a Virgin Media IP address you can find information on reporting a breach of our Acceptable Use Policy (AUP) by visiting our dedicated article for reporting abuse.

Reporting an internet security issue

You can report a variety of security issues to us through our online Abuse Reporting Form, including viruses, offensive material and network attacks.

If you need to report a bug:

  1. Select Threat Intelligence in the Please select an Abuse type dropdown box
  2. Select Other in the How did you discover the abuse? dropdown box to log your evidence

Please ensure you provide sufficient evidence of the bug & provide contact details so that we can get in touch if we need further information.

Setting up Virgin Media Web Safe

As a Virgin Media broadband customer, you can set-up our Web Safe security service free of charge, which works with any device connected to your home network to help you stay safe surfing the net. Find out more.

As part of Web Safe, we recommend turning on ‘Virus Safe’, which will help to avoid future device infections by blocking access to websites known to be infected with or spreading malware.

To access Web Safe, just register or sign in to your My Virgin Media account.

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