Security

Personal Security

At Virgin Mobile we take safety and security concerns very seriously, and we want our customers to be able to use their mobile phones free from worry and free from the fear of crime.

We can now block lost or stolen phones across all UK networks, making them useless to thieves. To do this we need to know a customer’s IMEI number (a 15 digit serial number unique to their handset), which we recommend they make a note of when purchasing a phone. This number can be found be keying *#06# into a handset. If a phone is lost or stolen, customers can simply call Virgin Mobile customer services on 0845 6000 789 with this number and we will ensure that the phone is barred from use.

Virgin Mobile is working closely with both the Home Office and the Police (through the recently created National Mobile Phone Crime Unit) to fight crime. We are a member of the Mobile Industry Crime Action Unit (MICAF) which is a trade body for the mobile phone industry which allows for the sharing of information between operators and works to prevent mobile phone crime. At Virgin Mobile we are committed to educating our customers and the public about the simple precautions they can take to keep safe and reduce mobile phone theft.

View our safety guide in full.

ICE – In Case of Emergency

Virgin Mobile supports the national ‘ICE’ scheme, a very simple way to let the emergency services contact your family or next of kin in the event of an emergency.

Virgin Mobile encourages all its customers to add an ICE (In Case of Emergency) number to their phone’s address book, so that should the emergency services need to contact your next of kin after an incident, they can do so by quickly locating the ICE contact in your phone.

You simply store the word ‘ICE’ in your mobile phone address book, followed by the name and number of the person you would want to be contacted e.g. ICE - mum or ICE - Peter, with the appropriate number(s). Make sure that the number you give is one that is easy to contact though, as a home number may not be the best way to contact someone who works full time.

In an emergency situation ambulance crews and police officers will be able to quickly contact a nominated person to let them know about the incident.

It is important that you let your ICE contact know that you have nominated them, and give them a list of people they should call if you are involved in an emergency, such as your place of work. You should also let them know of any medical conditions that could affect your emergency treatment, such as allergies or current medication. And if you are under 18, your ICE partner should be a parent or guardian authorised to make decisions on your behalf – for example if you need a life or death operation.

The ICE scheme was developed by East Anglian Ambulance NHS Trust, and further information and tips can be found at www.icecontact.com.

Text Bullying and Mobile Phone Harassment

Mobile phones provide an excellent means of communication, in ways which a few years ago we would have never thought possible, and have hugely contributed to personal safety. However, a small minority of people use mobile phone technology for less desirable purposes, such as sending abusive text messages, or making threatening phone calls. A distressing experience, anyone can become a victim of this abuse – in the school playground or in the workplace.

Virgin Mobile has put together the following tips for anyone who is worried about becoming a victim of such abuse, or is being harassed via their mobile phone.

• Avoid giving out personal details such as your mobile phone number to anyone except close family and friends
• Save any abusive text messages or voicemails as evidence (and remember, diverting your phone to voicemail is free on Virgin Mobile, and is a good way to avoid answering the phone to someone you don’t want to speak to)
• Never reply to these messages or encourage further communication
• Tell other people about the messages so that you don’t have to suffer alone – a teacher, your family, the police, or one of the free helplines listed below
• As a last resort, Virgin Mobile can change your phone number.

If you are the victim of harassment and are feeling anxious, there are a number of bodies you can contact for support and advice.

Virgin Mobile does not charge its customers for calling the freephone helplines identified by the Telephone Helplines Association on this list.

Spam

Spam text messages are unwanted text messages that you may receive from services and businesses that you have not signed up to.

Some companies send out unwanted, unsolicited text messages offering a "guaranteed" prize if you call a special premium rate call line. The prize is often subject to terms and conditions and means you have to shell out loads for calling them at a premium rate.

If you receive a text message from Virgin Mobile you will always know, as it will clearly say it has come from us.

If it's not, you can choose to register with TPS (the Telephone Preference Service) to try to limit these messages. To do so, visit www.tpsonline.org.uk and click on the "Register with TPS" link. Registering won’t mean you’ll miss out on messages from Virgin Mobile. We’ll still keep you up to date with important information you need to know, and the occasional nice surprise.

If you get similar unwanted messages in the future, you can contact the industry-funded regulatory body for all premium rate charged telecommunications – ICSTIS.

Spam texts should not be confused with services that you have may have inadvertently signed up to. If you are receiving texts from a service that you have previously subscribed to and you no longer want to receive these messages, text the word ‘STOP’ to the service and they should cease. Users are free to leave a subscription service at any time.

If, for any reason, this does not work then please contact Virgin Mobile.

Top tips for avoiding spam:

• Always read terms and conditions very carefully on forms before giving out your mobile phone number.
• Be vigilant when ticking or un-ticking permission boxes when stating whether you wish to receive marketing messages via your mobile or not.
• Never reply to a spam message or call the number on the message, unless you are purchasing the service detailed, as you may be charged at a premium rate.

"Happy Slapping"

Virgin Mobile takes recent media reports of “happy slapping” incidents very seriously. There is nothing happy about such attacks, and they are serious criminal offences, which will be treated as such by the police.

If a customer is found to have been convicted by the Police following a so-called “happy slapping” attack, Virgin Mobile will take action to bar that customer from the network.

Useful Contacts

Kidscape Campaign for Children’s Safety – (Focus on preventing bullying and child safety) www.kidscape.org.uk/, 08451 205 204

Barnados – (Focus on vulnerable children) www.barnardos.co.uk, 08457 697967

Childline – www.childline.org.uk, 0800 1111

Crimestoppers - www.crimestoppers-uk.org/, 020 8254 3200

Suzy Lamplugh Trust – (Focus on personal safety) - www.suzylamplugh.org, 020 8876 0305

NSPCC – (Focus on child protection issues) www.nspcc.org.uk/, 020 7825 2525

Anti-Bullying Campaign - 020 7378 1446

Bullying Online – (mentions happy slapping on website) www.bullying.co.uk/

Children's Society – www.the-childrens-society.org.uk/, 0845 300 1128