Is this a genuine call from Virgin Media?

Every day, people receive calls that appear to be from us. Some for legitimate reasons like service updates, account queries, or promotional offers, but fraudsters are increasingly using spoofed numbers to impersonate Virgin Media and try to trick you.  

With scam calls on the rise, it’s no surprise that many people are left wondering if their phone provider is calling them.  

In this article, we’ll walk you through the most commonly used Virgin Media phone numbers, highlight red flags to watch out for, and share tips on how to verify a call before sharing any personal information.   

It’s easy to be suspicious when an unexpected call comes in, especially if the caller asks questions about your account. But not every call from us is cause for concern. There are different reasons we might be trying to reach you. 

Below, we break down the most common call types and the official Virgin Media numbers associated with them. 

Account or billing enquiries

If there’s an issue with your payment method, a missed bill, or an update required, we'll reach out to resolve it. These calls often come from known support numbers like: 

• 0345 454 1111: This is our Virgin Media’s official customer service line 

• 0800 052 9406: Often used for account-related follow-ups and billing queries 

• 0800 052 2170: These are automated calls related to payment enquiries.

• 0800 052 1734: We’ll call you from this number if you've recently signed up with us and need to confirm or change your upcoming installation.

Service updates or technical support

If there’s planned maintenance in your area, a known outage, or a service disruption, Virgin Media might call you to keep you informed. You might also hear from us if you've recently contacted technical support, booked an engineer visit, or submitted a help request.

One of the numbers we commonly use for these updates is 0800 052 8675, which may play a recorded message letting you know we tried to reach you and will call back.

We make these calls to ensure you're kept in the loop and supported through any service issues.

Follow-up or missed calls from us

Sometimes, we may call to discuss your current package, offer you a new deal, or gather feedback about a post-service or engineer visit. These follow-up or retention calls often come from numbers like 0800 408 9340, 0800 052 8675, 020 3743 6970, 020 3980 4396.

If you’ve requested support recently or noticed issues in your area, this type of call is likely genuine. But remember, we’ll never ask for your full password, payment info, or remote access to your device over the phone.

Sales and promotional offers

Virgin Media also uses outbound calls to share new offers or upgrades. 

Some of the numbers frequently used by Virgin Media’s retention or outbound sales teams include 0800 052 1251, 0800 052 5306, and 0800 183 6403 to discuss package upgrades, new offers, or changes to your account.   

Important: Even when a call appears legitimate, Virgin Media will never ask for your full password or banking PIN over the phone. 

If you’re unsure why they’re calling or if something feels off, it’s always best to hang up and call back using the official number listed on the Virgin Media Contact Page.

Scammers are getting smarter. Many can now spoof legitimate-looking phone numbers or pretend to represent real companies like Virgin Media. So even if the number calling you appears genuine, it’s critical to know the warning signs of a scam call.

1. 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 and 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. A genuine Virgin Media representative will always understand if you want to verify the call first. Hang up, check the number first to make sure is official, and call us back on 150 from a Virgin Media phone or 0345 454 1111 from any other phone.

2. The caller asks for your full password or PIN

We 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 Virgin Media representatives understand the importance of keeping them secure.

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

3. 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.

We will never threaten you, demand immediate payment, or pressure you into giving away sensitive details over the phone. If someone does, call the police on 101 or textphone 1800 101. They’ll pick it up with us. 

4. The caller insists on remote access to your device

Virgin Media may guide you through diagnostics and troubleshooting steps over the phone, but we won’t demand remote access unless you initiated the support request.

If a caller insists on taking control of your computer or other devices without your prior consent, it’s a red flag that the call may not be genuine. Always be cautious about granting remote access, and make sure you’re dealing with an official Virgin Media representative before allowing any such actions.

5. 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, 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.

6. The number is unfamiliar or unlisted

Whenever you receive a call from an unfamiliar number claiming to be us, always cross-reference unknown numbers with trusted sources like Who-Called.co.uk, where users report and review suspicious calls, or check discussions on our Community Forums, where people like you share their experiences.

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

If you’ve received a call from someone claiming to be from Virgin Media and something doesn’t feel right, trust your instincts and don’t take any risks.  

Verifying the legitimacy of the call is simple if you follow a few key steps: 

1. Hang up immediately. 
   Don’t feel pressured to stay on the line. A legitimate Virgin Media rep will never mind 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 patch you through to the bank that has claimed to have called you.

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 contact page, to reach a verified agent. 

4. Search the number online. 
   Look up the phone number on trusted platforms like Who-Called.co.uk 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. 
   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.   

• 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 to either 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 Virgin Media’s security help page.