Help for National customers

This section only applies if you are a 24seven customer who uses either or both of the following BT services (Pay As You Go customers are not affected):

• 1571 call minder – BT's 1571 service alerts you that you have messages waiting to be picked up by changing your dial tone. This can affect the performance of your modem, so before you dial up to the Internet it is advisable to check your messages and clear any old ones.

• 141 phone number withheld – As a BT customer it is possible to withhold your number on outgoing calls by entering 141 before the number you wish to dial. You can also withhold your number on all calls by setting up this service with BT.

These services may affect your ability to connect to Virgin Media. Our systems use your phone number, as well as your username and password, to identify you when you dial in. If you withhold your number, our systems won’t be able to see your telephone number, and so we won't be able to connect you to the Virgin Media 24seven service.

To solve this problem, you'll need to insert the prefix 1470 before your dial-up number. To do this:

1.  Click on Start, and then select Control Panel.

2.  On the left of the screen, click on Switch to Classic View, if it is not already selected.

3.  Double-click on Network Connections.

4.  Locate the Dial-up connection icon, and right click on the icon to display a sub-menu.

5.  Select Properties from the menu. The Properties window displays.

6.  Select the General tab.

7.  In the Phone number: text box, enter 1470 before your supplied number. If you can’t remember what this is, call your support number or contact customer services.

The 1470 prefix overrides the number withheld feature for Virgin Media 24seven Internet calls only.

8.  Click on OK to exit.

If this doesn't apply, go to the next step.