Virgin Media Scam Call UK: How to Spot a Fake Caller
Scammers are calling UK residents pretending to be Virgin Media support — here's exactly what they say and how to stop them.
What a fake Virgin Media call sounds like
A Virgin Media scam call is a criminal posing as Virgin Media support, most often claiming to have detected a virus or security problem on your connection. An example of the style is: This is Virgin Media technical support. We've detected a virus on your network that could compromise your account. We need to install security software to fix it now.
The "security software" offered is actually spyware or a remote-access tool. Other versions claim your account or payment details need confirming, or use fake tax or refund threats to create pressure.
Why these calls are convincing
Caller ID is not reliable proof — numbers can be spoofed to look genuine. A claim about a virus or account problem sounds technical enough that many people don't feel able to challenge it, and the offer to "fix it now" removes the need to think it through.
Virgin Media's vishing guidance says that if you are concerned about a caller's identity, you should hang up and call Virgin Media directly on an official number. It also warns against giving sensitive or financial information over a cold call unless you are certain who you are speaking to.
Signs a Virgin Media call is a scam
- The caller claims to have detected a virus, hacking attempt, or security issue on your connection.
- You're asked to install software so the caller can access your device remotely.
- You're asked for passwords, security answers, payment details, or full account details.
- The caller pressures you to act immediately, or says your service will be cut off unless you do.
- You're asked to make a payment or read out card details during the call.
- The call is unexpected — you didn't report a fault or contact Virgin Media first.
How the scam works step by step
First, the caller creates concern with a claimed virus, security issue, or account problem. Second, they ask you to install remote-access software, or to provide account, password, payment, or security details as "verification". Third, once they have access or details, they can view your device, make changes, or use the information for fraud. Fourth, some versions add a payment demand, framed as a fee to fix the issue or avoid disconnection.
Refusing to install software or provide sensitive details on an unexpected call breaks the chain.
How to check a Virgin Media call safely
Do not install any software or confirm full account details during an unexpected call.
- Hang up.
- Contact Virgin Media yourself using the number on your bill or on
virginmedia.com, not a number given during the call. - Remember: genuine internet providers should not ask for sensitive information on a cold call. If the caller says they are Virgin Media and you are unsure, hang up and validate using an official number.
- If anything involved your bank account or card, contact your bank directly using the number on your card, or call 159 to be connected safely.
If you let them in or shared details
If you installed remote-access software or let the caller control your device, disconnect from the internet, uninstall the software, and run a security scan. Change important passwords — especially email and banking — from a different, trusted device.
If you shared Virgin Media login, security, or account details, contact Virgin Media to secure your account. If you shared bank or card details or made a payment, contact your bank or card provider immediately and ask about a chargeback or, for eligible UK transfers since 7 October 2024, APP fraud reimbursement.
How to report a Virgin Media scam call (UK)
Tell Virgin Media using the number on your bill or through virginmedia.com. Forward a suspicious email to phishing@virginmedia.com, and forward a suspicious text to 7726.
If you lost money, shared sensitive information, or were hacked, report it to Report Fraud at reportfraud.police.uk or on 0300 123 2040 if you are in England, Wales, or Northern Ireland. In Scotland, report to Police Scotland on 101.
Frequently asked questions
Does Virgin Media call its customers?
Virgin Media may contact customers in some circumstances, so caller ID alone isn't proof either way. The reliable test is what you're asked to do: do not install software, provide sensitive details, or make a payment on an unexpected call. Hang up and call back on an official number if unsure.
A caller says there's a virus on my connection and wants to install software — is this real?
Treat it as a scam. Hang up and contact Virgin Media yourself using the number on your bill or virginmedia.com. Genuine security issues don't need you to install software for a caller during an unexpected call.
I let a caller install software on my device — what now?
Disconnect from the internet, uninstall the software, and run a security scan. Change important passwords from a different, trusted device, and contact Virgin Media if your account details were shared.
What's Virgin Media's phishing report email address?
phishing@virginmedia.com. Type it directly, or use the reporting guidance on Virgin Media's official security pages.
How do I report a Virgin Media scam call?
Tell Virgin Media through the number on your bill or virginmedia.com. If you lost money or shared sensitive information, report it to Report Fraud at reportfraud.police.uk or 0300 123 2040, or Police Scotland on 101 in Scotland.