Is Virgin Media calling you? How to spot genuine and scam calls

Every day, people receive calls claiming to be from Virgin Media. Some of these calls are genuine and may relate to your account, service updates, support requests or exclusive offers. Unfortunately, scammers also impersonate trusted brands and phone providers in an attempt to steal personal information or money.

With fraudsters increasingly using spoofed phone numbers and convincing tactics, it can be difficult to know whether a call claiming to be from Virgin Media is genuine.

In this guide, we'll explain why Virgin Media may contact you, how to recognise the signs of a legitimate call, and the warning signs that could indicate a scam or phishing attempt.

It’s easy to be suspicious when an unexpected call comes in, especially if the caller asks questions about your account. But not every unexpected call is a scam.

• Account or billing enquiries

• Service updates or fault notifications

• Follow-ups after a support request or engineer visit

• Customer feedback surveys

• Information about new products, offers or package changes

Scammers often impersonate trusted companies, including Virgin Media. The reason they give for calling may sound legitimate, but it's how they behave and what they ask you to do that can reveal a scam.

Unexpected call? Be cautious

If a call about your account or a service issue comes out of the blue and you weren’t expecting it, it could be a scam. Don’t feel pressured to continue – you can hang up. Scammers often rely on surprise to catch people off-guard and pressure them into acting quickly.

Don’t feel obligated to stay on the line. Even if the caller claims to be from Virgin Media, it's perfectly OK to hang up and check the number first to make sure it's official. You can call us back on 150 from a Virgin Media phone or 0345 454 1111 from any other phone.

The caller asks for your full password or PIN

A genuine company will never ask you to share your full password, bank PIN or memorable word over the phone. These details are private and sensitive, and legitimate representatives understand the importance of keeping them secure.

If someone on the phone asks for this information, it’s a strong sign the call or message is fraudulent. Always protect your personal and financial details, and never share them even if the caller sounds convincing or tries to pressure you.

You’re pressured to act immediately

Scammers often use urgency and fear to catch you off-guard: for example, saying your service will be cut off or your account is compromised. These tactics are designed to pressure you into making hasty decisions or sharing personal information.

If someone over the phone does, call the police on 101 or textphone 18001 101. They’ll pick it up with us. 

The caller insists on remote access to your device

Fraudsters may claim they need to fix a fault, improve your broadband connection or remove a security issue from your computer.

Be extremely cautious if anyone over the phone asks you to:

• Download software

• Install an app

• Share your screen

• Give them control of your device

Only grant remote access if you've initiated contact through an official support channel and are confident you're speaking to a legitimate representative.

The call feels robotic, or there’s heavy background noise

Poor call quality, overly scripted responses or an unprofessional tone can be strong indicators that you’re dealing with a fake call centre. Genuine Virgin Media representatives are trained to communicate clearly and professionally, so if the caller sounds rushed or vague, or struggles to answer your questions directly, it’s a warning sign.

If the caller also avoids your questions, especially when you ask for verification, or tries to make you feel guilty for seeking reassurance, trust your instincts. Scammers often use these tactics to pressure you into compliance and prevent you from hanging up.

You don't recognise the number

An unfamiliar number doesn't automatically mean a call is fraudulent, but it's worth being cautious. Always cross-reference unknown numbers with trusted sources like Who Called Me, where users report and review suspicious calls, or check discussions on our Community Forums, where people like you share their experiences.

Remember that scammers can spoof legitimate business numbers, making them appear genuine on your phone.

If you’re unsure whether a call is genuine, visit the Virgin Media Security Help page to learn more about how we keep your data safe and how to report suspicious activity. 

If you’'re ever uncertain about a caller and something doesn’t feel right, trust your instincts don’t take any risks and follow these simple steps:

1. Hang up immediately 

Don’t feel pressured to stay on the line. A legitimate rep will never object if you say you want to verify their identity first. If you receive a call asking you to contact your bank or do anything with payments, hang up and dial 159. By dialling this number, you'll be transferred to a system able to safely connect you directly to your bank, helping you avoid potential scams.

2. Do not give out personal or payment details 

Never share full passwords, banking info or any codes sent to your phone. Always remember, Virgin Media will never ask you for your full memorable word. You can always call us back to double-check that it was us.

3. Call us back using an official number 

Use 0345 454 1111, listed on Virgin Media’s Security help page, to reach a verified agent. 

4. Search the number online

Look up the phone number on trusted platforms like Who Called Me and Virgin Media Community Forums.

5. Block the number

If you don’t want to receive calls or messages from certain phone numbers, you can block them.  

6. Report suspicious calls to Virgin Media 

If you believe someone is impersonating Virgin Media, report the incident so it can be investigated. Forward details of suspicious calls, including the number, time and nature of the request, to phishing@virginmediao2.com.

Virgin Media takes your security seriously and has implemented several measures to help protect you from scams and fraudulent calls. 

• Advanced Caller Identification:  We use adaptive AI technology to fight spam and fraud with the Hiya Protect service, helping to verify and authenticate legitimate outgoing calls.  

• AI-powered SMS Protection: Advanced Security uses AI technology to help detect scam text messages. Suspicious SMS messages can be filtered or flagged, helping protect customers from phishing links and fraudulent requests.

• Virgin Media call blocking services: We offer Anonymous Caller Rejection (ACR). This helps reduce the incoming calls from withheld numbers. To subscribe to this service, just give our team a call on 150 from a Virgin Media phone or mobile, or 0345 454 1111 from any other phone, and select option 4. 

• Blacklist scam calls: If there’s a specific number that you want to block, just add it to the Blacklist. This sends the blacklisted caller either to a busy tone (so they think the phone number is engaged) or to the handset’s answering machine without the phone ringing.  

• Reporting Tools: Customers can report suspicious texts by forwarding them to 7726, a free service that helps block fraudulent numbers. For internet security issues, we provide an Abuse Reporting Form for customers to report security vulnerabilities or abuse originating from a Virgin Media IP address. 

Staying informed and cautious is the best way to keep your personal information safe. For more tips on protecting yourself from fraud and phishing, visit the Virgin Media Security help page.