Virgin Media O2 helps clients keep alert to scams and fraudulent exercise this Christmas


Martyn Elmy-Liddiard, Head of Buyer Safety, Virgin Media O2
| Cellular UK

At Virgin Media O2, we take the safety of our clients extremely significantly and defending them from fraud is a precedence.

At Virgin Media O2, we take the safety of our clients extremely significantly and defending them from fraud is a precedence.

As a enterprise we have now lengthy been dedicated to working with companions throughout the {industry}, and with authorities and legislation enforcement on initiatives which have direct client advantages to assist folks keep protected. 

Main on fraud initiatives that ship for purchasers

That’s why in October we signed as much as the UK’s Telecomms Sector Fraud Constitution, the place we’re main cross-industry initiatives and dealing straight with the Authorities to assist defend folks from the rising menace of fraud. This program will ship actual, tangible advantages to shoppers. 

To assist fight cellular facilitated fraud, we have been additionally a key participant within the launch of the SMS SenderID Safety Registry final 12 months. This service was initiated by O2 and developed collaboratively with the broader cellular {industry}, and is now run by the Cellular Ecosystem Discussion board (MEF). We invite service suppliers to register and defend the SMS textual content message headers they use to speak with their clients, to assist maintain them protected. With this collaboration the telecos, MEF, Cellular UK and UK Finance have been encouraging banks, authorities companies, and supply firms (a generally scammed companies within the lead as much as Christmas) join in order that fraudulent messages could be recognized and blocked earlier than they intercept a enterprise’ reliable conversations with their clients. MEF have reported again to us a constructive response to this to date – with companies seeing a big discount in Phishing assaults since becoming a member of this system. That is what we need to see and encourage extra companies to sign-up.

We’re additionally proud contributors to the most recent NECC initiative (Nationwide Financial Crime Centre) specializing in Bulk Telephony Enabled Fraud. Right here the main target is to take a look at methods by which we are able to use technical telecoms design to forestall alternatives for fraud to happen in opposition to our clients, enhance intelligence sharing throughout the {industry} and help Regulation Enforcement companies to take acceptable motion.  

We additionally work carefully with varied boards and initiatives working to sort out fraud, together with Ofcom, the FCA, CIFAS, Motion Fraud and legislation enforcement companies.

Serving to our clients keep alert

As a consumer-focused enterprise, one other predominant focus of our work entails serving to clients keep alert to potential scams.  Sadly, there was a rise in scams in current months, with new and complex makes an attempt to con folks out of their hard-earned money.  Now, as we hurtle in the direction of the festive season, fraudsters will proceed to strive get delicate knowledge from our clients, together with utilizing texts, emails, social media and cellphone calls.

That’s why we at Virgin Media O2 are planning some additional outreach to our clients straight, to assist remind them of what they will do if they arrive throughout one thing that appears suspicious. We all know it may not all the time be straightforward to work out if the particular person you’re speaking to is who they are saying they’re, so there are a selection of issues clients ought to know:

  • Virgin Media and O2 won’t ever name our clients or message them through social media or ship an SMS to ask for his or her financial institution particulars. If any clients are requested for this data, we urge them to not give any particulars, to disconnect the decision or finish the chat and report the incident to Motion Fraud or name the related customer support line right away.
  • We urge clients to by no means give their private data in response to an incoming name, or rely on the Caller ID as the only technique of identification, significantly if the caller asks them to hold out an motion which could have monetary penalties.
  • If anybody receives a name allegedly from Virgin Media or O2, and so they have a priority over the callers’ id, hold up earlier than calling us again on to validate the decision.
  • Ought to folks obtain a textual content messages or e-mail that they’re involved about, don’t click on any hyperlinks.
     
  • In case you’re ever doubtful a few quantity that’s known as you, hold up. If it was financially associated or claiming to be your financial institution – now you can can dial 159 to make sure you are put by to your financial institution straight. 

Reporting to 7726 and what clients can do in the event that they assume they’ve been scammed

We’ll by no means ask clients for delicate stuff like passwords, financial institution particulars or different private safety data.  If one thing simply doesn’t really feel proper, we advise clients to hold up, watch for a couple of minutes, and provides us a name again straight.

If clients really feel like they could have been the sufferer of fraud – whether or not as a result of they’ve given particulars over the cellphone, or clicked a hyperlink in a textual content or e-mail and offered delicate particulars – there are issues they will do, together with reporting fraudulent texts and calls in order that we are able to examine:

  1. Contact their financial institution in the event that they assume that they might have given out monetary data
  2. Change their account password
  3. Ahead fraudulent texts to us without spending a dime to report back to 7726 so we are able to look into them
  4. Contact Motion Fraud on 0300 123 2040
  5. Name your Virgin Media or O2 buyer companies quantity in the event that they assume any person’s taken out a contract with us utilizing their particulars

In addition to clients’ assist with reporting fraudulent SMS, if we see a lot of spam calls from sure quantity ranges, we are able to block them. Clients can assist us do that by reporting spam callers, texting the phrase CALL to 7726 and we’ll reply by asking for the quantity calling you. If we have got sufficient data we’ll report them to the Data Commissioner’s Workplace (ICO).

At Virgin Media O2, we stay dedicated to doing all we are able to to guard clients, and can retain an energetic position in initiatives throughout telecoms {industry} and past, in order that collectively we are able to proceed to battle the scourge of scammers. 

Discover out extra at:

O2’s devoted Fraud and Safety pages: https://www.o2.co.uk/assist/safety-and-security



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