Contact Virgin Media Internet Security Team
 

New Case/Complaint

What kind of Internet security issue do you want to report? click here for help

PLEASE READ! This Abuse reporting form is for the purposes of reporting Internet abuse committed by a Virgin Media IP Address or account and should NOT be used to seek technical support or customer services. Incorrect reports including support requests will not be responded to.

Internet Abuse form


This straightforward form makes it easy to report all kinds of internet abuse. And you can be absolutely sure that whatever you report will be properly investigated. And if you need help at any point, just click here.

Reporting Child Abuse Images


We work closely with the Internet Watch Foundation to ensure the protection of children on the Internet. If you need to file a report about child abuse images, please use the IWF Hotline Webform at https://report.iwf.org.uk/en/step-1
They will investigate your report and because they work closely with the police and the National Crime Agency, they will deal with the proper authorities when necessary.

 
Evidence criteria

For more details on reporting abuse from a Virgin Media IP address, including the standard of evidence we require in order to investigate a complaint, please visit virginmedia.com/abuse

Email Sending Errors

If you are receiving errors when trying to send email, please follow the below advice:

1. Check for a virus on the device
2. Secure your email account (Change your password to something completely new and unique)
3. Fill out the above form selecting "Email Sending Errors" and paste in the exact error message that you are receiving along with all other required fields.

Support requests

This form is for the purposes of reporting abuse from a Virgin Media IP address or a security vulnerability relating to our network.

If you are a Virgin Media customer and require support regarding a security issue (Compromised email account, Scam Callers, Malware infections etc), or you are experiencing problems accessing your email account, please visit virginmedia.com/securityhub.

Phishing emails

We are aware some of our customers may receive fraudulent contact attempts from people pretending to be from Virgin Media asking for your account or bank details. These contact attempts may be via telephone calls or via emails. We would like to confirm our team will never contact you to ask for your account or bank details. If you do receive a call or email of this nature, please do not provide the person who has contacted you with any personal or financial details.

If you have received a phishing email purporting to be from Virgin Media, please forward it to phishing@virginmedia.com. If you receive a ‘Spam Content Found’ error when forwarding a suspected phishing email to us via Webmail, then we are already aware of the email and have taken steps to ensure the email is blocked on our platform.

For more information on phishing and how we handle these incidents, please read this this help article. Known phishing emails purporting to be from Virgin Media are listed on our Community help forum

Notifying Virgin Media about Infrastructure Vulnerabilities/Security Threats

If you have information relating to a potential security threat against Virgin Media and/or its systems or infrastructure, please select "Threat Intelligence" from the dropdown box above and supply as much information as possible.

Notifying Virgin Media that you are receiving customer emails in error

If you are receiving emails in error that are meant for a Virgin Media customer, please select "Incorrectly Receiving VM Emails" from the dropdown box above and supply as much information as possible - including the email address in question, the content of the emails you’ve been receiving, what personal information has been disclosed, and approximately how long you have been receiving them.

Fraudulent phone calls

If you need to report a phone call you’ve received from someone you believe is pretending to be Virgin Media, please contact our Customer Services team who will be able to advise on the call’s legitimacy as well as report it for further investigation - virginmedia.com/contact. Fraudulent caller reports submitted through this form may not be actioned



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