Suspicious call detection

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What is suspicious call detection and how does it protect me?

Suspicious call detection uses AI analytics to monitor incoming calls in real time, and it alerts you about potential spam or fraud; allowing you to decide whether to answer incoming calls by labelling the suspicious ones.  It is automatically available for all Virgin Plus Mobility members at no extra charge and cannot be turned off.

While the feature only identifies potential spam or fraud, you have the option to block specific phone numbers directly through the call settings on your device.

When you receive a call from a suspicious and unknown phone number, your device will display a warning label to help you decide whether to answer:

• Likely Fraud – calls deemed highly suspicious and fraudulent
• Possible Spam – calls that appear suspicious but are more likely to be categorized as unsolicited

❗Exercise caution when answering calls with these labels.

Android devices

Newer Android devices typically provide a similar spam protection feature. If your Android device's spam protection is on, it may override the Virgin Plus Suspicious call detection feature. To ensure you receive our service, follow below to turn off Android's feature:

1. Open the Phone app on your Android device.
2. Tap More options (three vertical dots) > Settings.
3. Toggle off Caller ID and Spam protection.

How can I ensure my important calls don’t get mislabelled?

While Virgin Plus makes every effort to prevent important calls from being mislabelled, consider adding key contacts – such as your family doctor or hospital – to your device's contact list. This proactive step helps ensure these numbers are recognized and not incorrectly identified.

Can I update my language preference for the labels?

Labels for Suspicious Call Detection are bilingual, displaying both English and French. The primary language depends on your region: French appears first for members in Québec based on your area code, and English appears first for members in the rest of Canada.

For more info visit Suspicious Call Detection. To learn more about fraud and how you can prevent it, we encourage you to read our other articles and visit VirginPlus.ca/security.

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