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.​

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.com and we’ll look into them.

• It won’t cost you anything to send messages to 7726 and it means we can investigate the sender.
  
  
• if your phone supports SPAM reporting (currently available if you have an Android device using the Google Messenger App, but others will be available soon), then press the SPAM button to automatically forward the message to 7726.
  
  
• Information shared to 7726 will be available to all mobile operators, the Information Commissioner’s Office and various approved organisations that are involved in criminal investigations, to enable the to identify the senders. These approved organisations include the National Cyber Security Centre (NCSC) and the Serious Fraud Office (SFO). Information may also be shared with the organisations who are being targeted by the smishing attacks, to help them protect their customers from fraud.
  
  

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.

• Email support and FAQs
  
• Common email sign in problems
  
• My email account has been hacked
  
• What Spam is and how to protect yourself from it
  
• What is Phishing?
  
• How to report spam outside the UK
  
• How to (legitimately!) send bulk emails
• How to spot Email Spoofing
  
• My Virgin Media IP address is blacklisted

• How do I deal with a fradulent caller?
  
• International Number (Wangari) Fraud
  
• How do I deal with nuisance calls?
  
• Text or messaging scams (Smishing)
  
• Sim Swap Fraud
  
• Phone scams (Vishing)
  
• How to spot Phone Number Spoofing
  
• Blocking and reporting malicious communications
  
• Parcel Delivery Text Fraud

• How to keep your online accounts safe
  
• Keeping your devices up-to-date
  
• How to protect your computer
  
• How to use private browsing
  
• What is Child Safe?
  
• Cyber stalking and hate crime
  
• Denial Of Service attacks
  
• Fraudulent Surveys
  
• Credit File Fraud
  
• Social media scams
  
• Advice for Vulnerable Customers on Fraud

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.

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.

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.