Phishing emails and how to deal with them

Phishing is a type of online fraud where malicious third parties may send you an email or online message designed to look as if they are from Virgin Media (or any other reputable company) in order to trick you into giving out private information like your username and password or even your bank details.

Keep in mind

  • Virgin Media will never ask you for private or personal details via email
  • Forward the suspicious email to our dedicated mailbox –
  • Delete the email after you’ve done this

You can protect yourself from becoming a victim of phishing by adhering to a few simple rules.

If you’ve received an email stating your Virgin Media account is set to be closed due to financial issues or that you have another account issue you need to resolve. Do not click the link and visit to login to My Virgin Media and check the status of your account.

Disregard the email – if there really is a problem with your Virgin Media account, we will be in touch via letter or phone. We will never take action such as close your account after only sending you an email.

You can forward the suspicious email to our dedicated mailbox – Ensure you mark the message as Spam, then delete the email.

If after forwarding a suspected phishing email you receive a ‘Spam Content Found’ message from us, then we're already aware of the email and have taken steps to ensure the email is blocked on our Virgin Media Mail platform.

If you’re using a third party email service such as or Gmail then you may find you still receive these emails. Please contact your mail provider for help in blocking these emails.

If you’ve clicked on a link in an email that claimed to be from Virgin Media, we recommend you run full anti-virus scans on the device you visited the website on. For details on how to remove a possible malware infection, see our Malware alert article.

If you entered any information into the website, please follow the steps below.

Should you have entered your My Virgin Media username and password into either a website that claims to be Virgin Media an email response, we recommend you change your My Virgin Media password immediately by visiting and following the steps to change your password.

If you have provided financial information such as banking or direct debit details, we recommend you contact your bank or building society immediately.

All phishing emails forwarded to are investigated by a member of our Internet Security team – which works proactively with website owners, domain registrars and other businesses to ensure that phishing websites are removed as soon as possible.

We are also constantly looking at ways we can stop these emails from entering your Virgin Media email inbox.

Further information

Further advice regarding security issues including what to do if you’ve been the victim of online fraud or cybercrime, please visit

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