Inbound Call Itemistation on Landline

[nctibbels]

My mother in law is getting periodic inbound calls from scammers. A case has been raised with Trading Standards, and they require a itemised list of all inbound calls to take the scammers to court. Is this something that can be requested for a period as a one-off request. The information must be on the call logger on the exchange. The vm telephone is 01202 6944xx

Will provide the full number if someone pm's me

[nodrogd · Accepted solution]

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@nctibbels wrote:

My mother in law is getting periodic inbound calls from scammers. A case has been raised with Trading Standards, and they require a itemised list of all inbound calls to take the scammers to court. Is this something that can be requested for a period as a one-off request. The information must be on the call logger on the exchange. The vm telephone is 01202 6944xx

Will provide the full number if someone pm's me

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I hate to say this, but you are wasting time & energy over something that will get you nowhere.

Firstly, Virgin do not log inbound calls. There is no reason to as they are not billing inbound calls & hence any monitoring would be in breach of privicy legislation.

Secondly, scammers use software that fakes the caller ID. These calls are not coming from inside the UK. They are coming from scam call centres in India. They use voice over internet facilities that are used legitimately by loads of companies worldwide & fool our antequated telephone system so you think the call is local. They can fake any number, they can even call you from your own number, or clone one from a legitimate company or another innocent customer.

The only way to avoid these calls currently is to use a call filtering phone with a device like TruCaller. Some phones have the technology built in.

Neither providers nor trading standards or even the police can stop these calls as they originate outside UK jurisdiction. Until phones become completely internet based in 2025 these calls cannot be stopped anywhere else but at their end destination, your phone.

[Carley_S]

Hi @nctibbels

Welcome back to the community forums. 

Really sorry to hear that your mother in law is being called by scammers. Just to confirm, has your mother in law given any personal Virgin Media account information or banking information at all that we might need to flag at our side? If so, please do let us know and we can flag the account if needed. 

If not, the only way to gain this information is through a Police liaison officer, who work with a specialist team to acquire the incoming call information. Unfortunately, this is not something we can process nor information we have access to at our side. 

[goslow]

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@nctibbels wrote:

My mother in law is getting periodic inbound calls from scammers. A case has been raised with Trading Standards, and they require a itemised list of all inbound calls to take the scammers to court. Is this something that can be requested for a period as a one-off request. The information must be on the call logger on the exchange. The vm telephone is 01202 6944xx

Will provide the full number if someone pm's me

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Take a look at the trueCall device below (the similarly-named trueCaller is a mobile phone app but the two companies are unconnected AFAIK)

https://www.truecall.co.uk/

Their device versions do slightly different things depending on needs of the user. There is an accompanying online service to remotely administer the device (free for the first year IIRC then £25 p.a. after that). This can be useful when family members need to remotely administer the device for older relatives. The device will log incoming and outgoing calls which can be viewed via the online control panel. The device synchronises and uploads with the web portal periodically by dialling a trueCall server so that feature needs to be configured to do so during periods of time within the customer's free VM call time plan (to avoid a call cost).

The device screens incoming calls (requiring a button press on the caller's keypad and for them to say their name) before the home phone rings. This is enough to put off most scammers. If your mother in law is still likely to accept scam callers who try to bypass the system, then the device can be set up so that only known callers logged in the machine's contact list are allowed to break through the screening process. Anyone else unknown who calls is blocked and cannot get through.

Speak to trueCall direct to find out more about each specific product type.

The trueCall device is highly effective at stopping scam calls from ringing through to the home phone. When I used one on my landline it was 100% effective in stopping scam calls. With all that said, as per advice, from nodrogd, any incoming numbers the trueCall captures are very likely to be fake caller ID's from foreign scam call centres.

[Carley_S]

Thank you very much @nodrogd and @goslow for your support and advice for the customer. It's very much appreciated. 

[nctibbels]

Briilant, many thanks for the clear and detailed answer!!!. Yes we are arranging a trucall unit to be installed. Many Thanks

[nctibbels]

Hi Carley

A further update on this.

We wish to examine all the inbound calls made in the last 18 months for my mother in law as we have now installed a call blocker and I want to ensure all the numbers are added to the call blocker

We are entitled to this personal information, and this does not need authorisation from a Police Liasion Officer for this.

I think its a Ofcom stipulation that all phone providers must record incoming call numbers, but obviously you can choose as an operator whether you provide this detail to customers.

So I think you have this information stored in the local exchange, but I'm requesting you provide this detail for us.

Please advise how we go about this?

[Chris_W1]

Hi nctibbels, thanks for the message. 

The incoming calls can be provided with a written request from the police station. 

Each station will have a police liaison office who will be able to request this with the police liaison team here at Virgin Media. 

We can change the landline number if you do not wish to request this with them. 

Chris. 

[goslow]

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@nctibbels wrote:
Hi Carley

A further update on this.

We wish to examine all the inbound calls made in the last 18 months for my mother in law as we have now installed a call blocker and I want to ensure all the numbers are added to the call blocker

We are entitled to this personal information, and this does not need authorisation from a Police Liasion Officer for this.

I think its a Ofcom stipulation that all phone providers must record incoming call numbers, but obviously you can choose as an operator whether you provide this detail to customers.

So I think you have this information stored in the local exchange, but I'm requesting you provide this detail for us.

Please advise how we go about this?

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I'd politely suggest that any incoming call list from VM may not give you the information/results you hope for.

Telephone scammers regularly use a fake caller ID (either a non-existent number or a real number belonging to an innocent party). They swap these regularly. An attempt at number blocking is a never-ending game of 'whack-a-mole' (or 'whack-a-number', as soon as you block one number, another will be put into use). This is why truecall's screening method is better.

If the truecall device is installed and working, have you accessed the online web interface which should show current incoming calls in the call log?

If the incoming numbers follow a scammer's routine you will see a collection of different unrecognised numbers. If it is the same number making the calls you will have some of the evidence you are looking for.

The truecall device also has a setting so that only known contacts stored in the device can get through and the 'custom' profile allows you to set the device to give specific responses to specific types of incoming call (withheld, international, etc.)

[Chris_W1]

Hi goslow, thanks for providing that information and hopefully with what been said in the forums gives the customer the information required. 

Hi nctibbels, if you wish us to change the number please let us know, although changing the number may not stop these as all numbers are re-circulated. 

Chris.