Suspicious call detection

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.

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.

Suspicious call detection is a self-evolving analytical engine, and the accuracy will continue to improve over time.

Adding/removing this feature

Suspicious call detection is automatically available for all Virgin Plus customers at no extra charge.

It is automatically enabled to protect you from suspicious calls and cannot be turned off.

Samsung devices

Samsung offers a similar call labelling feature, which can’t be used simultaneously with Virgin Plus feature.

Virgin Plus suspicious call detection is automatically enabled once you turn off Samsung’s labelling feature:

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

Can I block unwanted calls with this feature?

Suspicious call detection helps you decide whether to answer incoming calls by labelling suspicious ones. While this feature only identifies potential spam or fraud, you have the option to block specific phone numbers directly through the call settings on your device.

How do I ensure 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 displayed depends on your region: French appears first for customers with a Québec area code, and English appears first for customers in the rest of Canada.