We all love tuning in to what’s on Virgin TV. However, a small number of people are doing it illegally - either by tampering with their Virgin Media set-top box or by using an unauthorised set-top box to get channels they aren’t paying for. We don’t think this is very fair for the majority of our customers who pay for their Virgin TV services each month.
In order to watch Virgin Media’s TV service you must pay a monthly subscription and use authorised equipment. Using an unauthorised set-top box on our network infringes copyright, goes against our terms and conditions and is against the law. (Click here for the relevant section of our Terms & Conditions to this for your reference).
Our team is working with the police to identify, arrest and prosecute anyone who has bought and used modified or unauthorised set-top boxes, as well those who supply them. Raids have already been carried out resulting in offenders not only receiving prison sentences but also being instructed to pay back all the money gained from selling these set-top boxes.
We’ve put together some frequently asked questions to help answer any queries you might have.
Why is this illegal?
Only set-top boxes provided by Virgin Media are authorised to be connected to our network.
Unauthorised boxes and access to our network include:
- set-top boxes without smartcards that allow you to access TV channels you have not subscribed to
- modified Virgin Media, Telewest or ntl set-top boxes
- modified smartcards that have not been supplied by Virgin Media
I don’t use the box, someone else in the house does.
It's the Virgin Media account holders responsibility to make sure that illegal equipment isn’t added to our network, even if you’re not the one using it. The person using the set-top box must disconnect the set-top box and dispose of it in an environmentally friendly way.
What is being done to stop these boxes being sold?
Virgin Media is working closely with the police to stop these boxes being sold and will prosecute offenders where appropriate. Raids have already been carried out resulting in offenders not only receiving prison sentences but also being instructed to pay back all the money gained from selling these boxes.
Recent media coverage:
Six arrested in Blackburn in digital TV fraud probe
Arrests over digital box fraud
Can unauthorised boxes get the same services as authorised boxes?
Unauthorised set-top boxes can’t get access to any of our brilliant On Demand services, like movies, Catch Up TV and BBC iPlayer; or get important software updates, meaning they could stop working at any moment.
What should I do if I have an unauthorised set-top box or smartcard?
If your unauthorised set-top box isn’t disconnected, we may start legal proceedings against you to recover full subscription charges. These charges will be backdated to the day you connected the device to our network, as shown by our evidence.
What should I do with the set-top box in question?
All you need to do is disconnect any unauthorised equipment and dispose of it in an environmentally friendly way. If you’re not sure how to get the set-top box recycled, ask your local council and they’ll tell you where to take it to be disposed of safely.
What will happen if I don’t disconnect and dispose of my set-top box?
If your unauthorised set-top box isn’t disconnected, we may start legal proceedings against you to recover full subscription charges. These charges will be backdated to the day you connected the device to our network, as shown by our evidence.
Who do I speak to if I have information about somebody selling fraudulent set-top boxes?
Call the Virgin Media fraud confidential hotline on 0800 096 7800.
I don’t understand any of this, can I speak to someone?
Of course. Call us on 150 free from your Virgin Media phone or 0845 454 1111 from any other phone.
