At Virgin Media O2, we take the security of our customers incredibly seriously.
Unfortunately, there has been an increase in scams recently, with fraudsters using increasingly sophisticated means to try and get sensitive data from our customers, including using texts, emails, social media and phone calls.
Anyone can be targeted by scammers, so we wanted to take a moment to remind all of our customers of what they can do if they come across something that seems suspicious. It’s important that all of our customers stay vigilant so they don’t fall victim to fraudulent activity. We know it might not always be easy to work out if the person you are talking to is who they say they are, so there are a number of things customers should know:
Checking it’s really us
We’ll never ask customers for sensitive stuff like passwords, bank details or other personal security info.
When we talk to Virgin Media customers, we’ll ask them to confirm that they’re the account holder and for three random characters of their memorable word.
If they don’t have a memorable word on their account, or they can’t provide the three random characters, we’ll ask for them to answer some security questions.
At O2, we will never call, text or email customers and ask for a one-time code, password, or other security information they’ve set up on their O2 account. If a customer is on an incoming call with someone who says they’re from O2 and who asks for the one-time activation code (OTAC) that’s been sent to their device, it will not be genuine. Please hang up immediately. We have lots of detail on how to be aware of Account Takeover fraud online.
If something just doesn’t feel right, we advise customers to hang up, wait for a few minutes, and give us a call back directly on the relevant number:
Customers worried that they might have been scammed
If customers feel like they might have been the victim of fraud – whether because they’ve given details over the phone, or clicked a link in a text or email and provided sensitive details – there are things they can do:
Find out more
For more tips and advice about nuisance calls and fraudulent activity, Virgin Media customers can head to www.virginmedia.com/securityhub
And O2 customers can head to our dedicated Fraud and Security pages: https://www.o2.co.uk/help/safety-and-security