Virgin Media O2 ID security

Multi-factor authentication (MFA) is a security process that asks you to set up and use more than one form of authentication to sign in to your online account.

Forms of authentication include using a password, entering a one-time code sent to your email or text to your mobile number, answering a secret question, or using the biometrics on your device – like a fingerprint.

For your Virgin Media O2 ID, you’ll usually be asked to set up at least two of these methods. Then when you sign in, and after entering your email address, we’ll ask you to authenticate with two of your chosen methods.

Having more than one form of authentication helps prevent unauthorised account access if your password has been compromised.

The main aim of multi-factor authentication (MFA) is to reduce the risk of having your account accessed by a stranger with fraudulent intent, and to give you and your online account extra security. Since the majority of cyber breaches happen because of to weak or stolen passwords, MFA gives an extra level of security to protect you and your data.

You can choose the following authentication methods to use as part of your Virgin Media O2 ID:

• Email – We’ll send a unique link in an email to your verified email address, which you’ll tap and follow to authenticate

• Text message – We'll confirm your identity by sending a text to your registered mobile phone number with either a 6-digit one-time code or a unique link that you’ll need to tap and follow

• Passkey – This super secure method verifies who you are by using either your device’s 
 biometrics (like face or fingerprint recognition) or your screen lock code

• Password – A unique string of characters that you’ll choose yourself and enter to verify it’s you

We need you to set up at least two authentication methods, from a combination of passkey, password, email and text authentication. You can choose to set up more methods through your Virgin Media O2 ID account settings.

If you’ve used a Virgin Media Mail email address for your Virgin Media O2 ID, we’ll also ask you to enter a backup email address, just in case you have issues signing in.

With a passkey there’s no need to remember a password in order to sign in.

Passkeys are encrypted digital authentication methods, which are created on your device using biometrics, like face or fingerprint recognition, or your screen lock. After all, as you are your strongest password, it’s much less likely for security risks to occur.

Setting biometric authentication varies across devices and their software.

For Apple iOS devices:

1. Go to Settings

2. Tap the Face ID & Passcode or Touch ID & Passcode option

3. Enter your device passcode if prompted

4. Follow the on-screen instructions to set up Face ID or Touch ID

For other devices, including Android:

• Many devices offer biometric authentication options. You can usually enable these options in your device’s settings

• Look for options like Biometrics, Fingerprints, Face recognition, and set things up from there. If your biometrics are already set up, you’ll be able to toggle them on and off

• Once enabled, you'll be able to use face or fingerprint recognition instead of entering a 
 password or code

Passkeys are encrypted digital authentication methods, which are created on your device using biometrics, like face or fingerprint recognition, or your screen lock.

As you’re your strongest password, it’s much less likely for security risks to happen when you use a passkey.

And just so you know, Virgin Media O2 doesn’t store any of your biometric data. Your device lets us know if using your biometric data has worked or not when you try to sign in.

There are lots of benefits to using passkeys, but mainly passkeys are:

• Fast – There’s no need to remember complicated passwords. Once you’ve registered your device, you can sign in quickly and easily usually with your face, fingerprint, passcode or PIN.

• Secure – Your passkey is unique, never leaving your device and never being stored on a server, preventing common security risks like password theft or phishing.

• Simple - You won’t need to sign in as often and you’ll automatically have access to new features.

Yes, if you have an Apple iOS device, like an iPhone or an iPad, you can use a passkey. Using a passkey means you can securely and easily sign in without remembering a password.

You’ll just need to make sure you have the latest password app downloaded from the App Store first, otherwise your passkey won’t work. 

Yep - if you've got an Android device you'll be able to use a passkey. Just make sure your device's software is up to date

You’ll be able to see all your passkeys in your Virgin Media O2 ID security
settings. From there, you can remove or rename any of your passkeys in a
few simple steps. For your security, you’ll only be able to register a limited
number of passkeys.

No, you don’t need a password if you use a passkey to sign in to Virgin Media O2 IDs. You can still choose to use a password if you're not familiar or comfortable using a passkey, but we don’t recommend it as using a passkey is much more secure.

You can remove and add a new device through your Virgin Media O2 ID account settings.

This shows you a list of recent security events on your account, like when you add a new authentication method or linked your ID to a new Virgin Media or O2 account.

You can check your online account activity log to see if there have been any changes on your Virgin Media O2 ID that you don’t recognise. If there are please head to our Virgin Media fraud and security page or our O2 fraud page for more help.

To check your online sign in activity:

1. Sign in with your Virgin Media O2 ID 

2. Go to Account settings, and then Security settings 

3. Navigate to Other actions, and tap View activity log 

4. You’ll now see the summary of the security activity for your Virgin Media O2 ID 

Whenever a change is made to your Virgin Media O2 ID, we’ll send you an email and text message to let you know, as well as noting the change in your account activity log. Activities include actions like updating your email address, changing a password, or adding a passkey.

If you haven’t initiated the changes yourself, don’t recognise the activity, or someone you don’t know forced you to make changes, you need to follow our fraud processes below as possible:

Virgin Media fraud and online security advice

O2 fraud and online security advice

If you want to check your Virgin Media O2 ID activity:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then Security settings

3. Navigate to Other actions, and tap View activity log

4. You’ll now see the summary of the security activity from your Virgin Media O2 ID

Lost your phone or left yourself signed in on a public computer? No problem. Keep your account safe and sign out of your online account everywhere, all at once. This could take up to 2 hours to complete.

To sign out of all signed in devices:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then Security settings

3. Navigate to Other actions, and tap Sign out of all devices

4. Follow the on-screen instructions

No, Virgin Media O2 doesn’t store any of your biometric data. Your device lets us know if using your biometric data has worked or not when you try to sign in.

Follow these steps to manage the way you authenticate when you sign in:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then Security settings

3. You’ll see all your authentication methods listed there

4. Tap the method you want to add or change, and follow the on-screen instructions

Sign in with your Virgin Media O2 ID and change your password as soon as
possible. Changing your password will also sign you out of your online account across all of your signed in devices.

To change your password:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then Security settings

3. Navigate to Authentication methods, and tap Password 

4. Follow the on-screen instructions

   Afterwards you can check your online account activity log to see if there have
   been any changes on your Virgin Media O2 ID that you don’t recognise. If there are, please head to our Virgin Media fraud and security page or our O2 fraud page for more help.

To check your online sign in activity:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then Security settings

3. Navigate to Other actions,  and tap View activity log

4. You’ll now see the summary of the security activity from your Virgin Media O2 ID

   If you see any devices that you don’t recognise have been added to your account, please remove them. You can also check to see if your Virgin Media telephone password or your O2 security questions have been updated.

We may have to lock your Virgin Media O2 online account for security reasons if we think there’s been any unusual activity.

If your account has been locked, we’ll let you know when you try to sign in with your Virgin Media O2 ID. Simply follow our steps to unlock it, and afterwards, sign in.

Afterwards you can check your online account activity log to see if there have
been any changes on your Virgin Media O2 ID that you don’t recognise. If there are please head to our Virgin Media fraud and security page or our O2 fraud page for more help.

To check your online sign in activity:

1. Sign in with your Virgin Media O2 ID 

2. Go to Account settings, and then Security settings 

3. Navigate to Other actions, and tap View activity log 

4. You’ll now see the summary of the security activity from your Virgin Media O2 ID 
   

When you contact Virgin Media over the phone, you’ll be asked to confirm your telephone password (or memorable word) to verify it’s you.

To change your telephone password, just follow these steps:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then ID settings

3. Tap Manage your products 

4. Head to the Virgin Media account section and tap Telephone password

5. Follow the on-screen instructions

When accessing some O2 services, we might ask you to verify by answering your security question.

To update your security question and answer, follow the steps below:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then ID settings

3. Tap Manage your products

4. Head to the O2 account section and tap O2 security question

5. Follow the on-screen instructions