- Movistar applies three layers of protection (fraud, spam warning and spam blocking) based on predictive models that analyze call patterns in real time.
- The "Annoying Calls" service identifies and labels potentially unwanted calls, and can even block them if the user activates spam blocking from My Movistar.
- False positives mainly affect business numbers, which may appear as spam; in these cases, you can request a review from Telefónica using a complaint form.
- Managing protection from the app and using the review form allows you to balance spam security with receiving important legitimate calls.
Receiving constant calls from unknown numbersspam or fraud attempts It has become so commonplace that many Movistar customers no longer know what to do to protect themselves… or to stop being “too” protected. Because, in addition to blocking annoying calls, it can also happen that Movistar marked your number as spam by mistake and that affects your business or your daily life.
In this article you will find a very complete guide about How Movistar's spam and fraud detection system worksWhat exactly are "Neglect Calls", why your number might appear as spam, how to ask Telefónica to review it, and what options you have to block commercial or fraudulent calls without missing important calls, such as those from the doctor, the workshop, or your clients.
What is Movistar doing to stop telephone spam?
Telefónica has been working for some time to make its mobile network one of the safest on the market against fraudulent calls and spamTo do this, it has deployed a set of systems and algorithms that analyze call traffic in real time and decide which communications may be dangerous or particularly annoying.
According to the operator itself, these algorithms form “a living system that learns and improves with use”What does this mean? It means that it's not a fixed list of blocked numbers, but rather predictive models that study usage patterns: call volume, times, duration, geographical distribution, missed call attempts, identity theft, and many other technical variables.
As a result of these measures, Movistar states that It currently blocks approximately 500.000 fraudulent calls per day. on its network. Furthermore, the protection shield has already blocked more than 190 million attempted calls with clearly criminal purposes, such as bank fraud, company impersonation, or manipulated numbers that pretend to be Spanish when in reality they come from abroad.
This entire deployment is also framed within the adaptation to Spanish regulations, specifically to the Ministerial Order TDF/149/2025, of June 7, 2026This measure aims to combat fraudulent and spam calls in Spain. In other words, it's not just a business decision, but also a regulatory obligation to strengthen user security.
Based on this technical and legal foundation, Telefónica has created different levels of protection within its mobile service, ranging from automatic fraud blocking to Screen identification of nuisance or commercial calls and total spam blocking if the client so desires.
Movistar's three layers of protection against annoying calls
Movistar has organized its system for defending against unwanted calls in three large layers of protectionwhich complement each other and which, to a greater or lesser extent, affect the way you receive calls on your mobile phone.
1. Fraud blocking (automatic and without user intervention)
The first layer is called fraud blocking, which works automatically on the Movistar and O2 networks without the customer having to activate anything. This is where calls detected as fraudulent are flagged. They impersonate third partiesFor example, financial institutions, large companies, or even public services.
This level also includes false numbering, manipulated origin (spoofing) or calls that, despite displaying a national number, They actually originate from abroad with the intention of scamming or deceiving the user. These calls don't even reach your mobile phone: they are cut off directly at the network, so you don't hear a ring or see missed calls.
2. On-screen spam warning (enabled by default)
The second layer is one of the most visible to the user. It is Movistar's commercial function known as “Neglectful Calls”, whose objective is identify and mark on screen These calls, while not necessarily criminal, can be considered unwanted: aggressive marketing campaigns, very insistent telemarketing, or typical spam patterns.
This feature is enabled by default on almost all Movistar mobile lines, so that when a call comes in that the system considers potentially annoying, You will see a warning on your mobile screen indicating that it may be spam or an unwanted sales call. Even so, you decide whether to answer or not.
3. Spam blocking (customer configurable)
The third layer is the highest level of protection against nuisance calls. In this case, Movistar allows you Activate the total blocking of calls identified as spam.so they won't even ring your phone. It's an option designed for those who are fed up with marketing harassment and prefer that these calls never bother them.
This spam blocking feature is not enabled by default: you must configure it yourself from your private area or the app, or by requesting assistance through our support channels. This way, you can tailor the level of protection to your specific needs: a personal phone line requires different protection than a business line that receives many legitimate calls from unknown numbers.
How to view and manage threats from the Mi Movistar app
In addition to filtering and blocking, Movistar offers customers the option to see what the system is doing for youIn other words, you can check how many fraudulent or spam calls the operator has handled on your behalf and how.
Within the Mi Movistar app, in the network protection section, you can view both fraudulent calls that have been blocked such as spam calls that have been identified or blocked. This information helps you understand the extent to which you are exposed to unwanted calls and the volume of traffic the system is filtering; it also allows you to detect calls from blocked numbers which sometimes cause confusion.
If what you want is Stop receiving spam calls on your mobile linesYou can activate the specific blocking of these communications directly from your private area. The path to follow is:
My Movistar > My Profile > Network Protection
Once there, you'll find the option to activate the blocking of calls identified as spam. When you do, Movistar will send you a Confirmation SMS when the block is activeso you know the change has been applied correctly.
This tool is especially useful if, for example, you've experienced what many users have: after requesting information online about insurance, loans, courses, or other services, you start receiving between 15 and 20 calls per day from national landlines who cut themselves off as soon as they answer or who insist aggressively.
In cases like this, manually blocking numbers one by one is practically impossible, and solutions such as blocking all calls not in the phone's address book, while effective, are too drastic because they can prevent... you get a call from the doctor, the repair shop, or any legitimate company. that you don't have saved in your contacts.
What exactly is the "Neglect Calls" service?
The "Annoying Calls" service is a feature launched by Movistar for to protect the customer from unwanted calls, such as commercial spam and other highly intrusive communications that, although not a crime, do generate a clear annoyance to the user.
This service is supported by Predictive models that analyze call patterns in real timeFor example, they detect mass calling campaigns, missed call attempts to force you to call back, or numbers that start behaving like typical spam sources.
When the system considers a call potentially annoying, it can act in three different ways depending on your settings: simply showing an on-screen notificationblocking it if you have spam blocking enabled, or discarding it completely if it falls into the fraud or impersonation category.
By default, the warning component (the on-screen label indicating that it is an annoying or spam call) comes activated on most Movistar mobile linesYou don't have to do anything for it to work. If you're not convinced or think it's confusing, you can turn it off whenever you want.
The customer can deactivate “Neglect Calls” through various channels Commercial options: by calling 1004, visiting a Movistar store, or, from a certain date, managing it directly through the Mi Movistar app. Similarly, the option to [further details] is enabled from that same app. activate total blocking of calls identified as annoyingso that they don't even make a sound.
When Movistar marks your number as spam: why it happens and who it affects most
The other side of the coin of having such an aggressive anti-spam system is that, sometimes, Legitimate numbers may be affected by these filters.This is what is known as "false positives": completely legal and desired calls that the algorithm mistakes for spam or fraud because they fit certain patterns.
This is especially true with Numbers used for professional or business purposesFor example, if you have a small business, a workshop, a clinic, an office, or work in legitimate telemarketing, it's quite possible that your line will make a high volume of daily calls to customers or potential customersThis behavior, viewed from the outside by an automated system, can sometimes resemble that of a spam switchboard; in these cases, it may be helpful to consult resources on How to find out who owns a number to document your activity.
Instead, it turns out less frequent than a strictly personal number It may end up being classified as spam, since it typically has a usage pattern with far fewer outgoing calls, more varied times, and less "massive" behavior. Even so, it's not impossible for it to happen if certain circumstances arise.
The result of this error is that, when you call from that number, a warning may appear on the receiver's screen. “possible spam” or “annoying call”This causes many people to decide not to answer, or even for your number to be partially blocked if the other user has spam blocking enabled.
For those who depend on the phone for work, this situation can be a real problem: loss of clients, appointments that are not confirmed, inability to contact users who have requested information, etc. That's why Telefónica has enabled specific mechanisms so you can file a complaint and request a review of your case.
How to ask Telefónica to stop marking your number as spam
If you are a company, self-employed, or manage a number that is used professionally, and you notice that Movistar is identifying your calls as spam.You can officially request that the operator review that classification and, if appropriate, stop marking your number as annoying.
The company itself indicates that, in these cases, You must use a claims form enabled for this purposeThrough this form, you can explain the situation, identify the affected number(s), and provide information that justifies that it is legitimate and necessary communications (for example, calls to customers, appointment reminders, technical service requests, etc.).
Once you submit your application, the process isn't instantaneous. You'll have to wait for A Movistar representative will contact you to inform you of the review results. In many cases, the operator may request further information to clarify the use of the number, your company's activity, or the nature of the calls you make.
If the analysis determines that your number should not be classified as spam, Telefónica will adjust its filters To prevent your calls from appearing as spam on recipients' phones (at least to the extent that it depends on their own systems). Keep in mind that if the end user has other third-party anti-spam apps installed, those apps may have their own independent criteria.
While the review process is underway, you should inform your customers through other channels—email, messaging, announcements on your website, or social media—that They might see your calls marked as spam temporarily.to minimize the impact on your business and avoid leaving a bad impression.
Common user problems with spam and unwanted calls
Beyond the technical aspects, the daily reality for many customers is that they suffer a veritable bombardment of sales calls and spamA very typical example is that of someone who requests an insurance quote online from several websites, leaving their mobile number in contact forms.
A few days later, the phone starts ringing nonstop: between 15 and 20 calls per day from national landlinesIn many cases, when the phone is answered, the call is immediately cut off or remains silent, which usually indicates automated dialing systems managing large marketing campaigns.
Faced with situations like this, some users opt for drastic solutions, such as Block all incoming calls that are not in the iPhone's contacts. or your Android phone. While this reduces spam at once, the problem is that it also blocks legitimate calls from unknown numberssuch as health centers, workshops, courier services, or companies with which you had an appointment.
Others resort to mechanisms such as Robinson ListIt's a database where you can sign up to indicate you don't want to receive advertising. While it's a recommended tool, many users complain that the improvement is limited or very slow, especially if they've already shared their number with several companies.
In this context, systems like Movistar's "Negligible Calls" aim to offer a balance between protection and usabilityThey alert you when a call seems suspicious or annoying, but leave the final decision in your hands, or allow you to raise the level of protection by activating total blocking if your situation requires it.
Other related issues: hidden number and caller protection
Sometimes, users confuse caller privacy issues with spam systems. For example, it's possible that after manipulating certain codes, All incoming calls will appear as a hidden number. on your mobile phone, so you don't know who is calling you.
In some cases, the problem has arisen from trying to do a call with a hidden number using codes like #31#However, by mistake, I've been dialing a different combination, such as #30#, which has affected how calls are displayed on that line. Even switching the SIM card to a different device doesn't fix the problem, indicating that it's a service-related setting, not a device-specific one. If you need practical help with this, please refer to the guide for hide phone number.
These types of incidents are not directly related to spam filtering, but rather to the caller ID display settingsIn situations like this, the wisest course of action is to contact Movistar customer service so they can review the network settings and restore the correct configuration, as managing this can be very complicated. a professional line without seeing who's calling.
In parallel, if you are the one receiving Repeated blocked calls that you consider harassment or even a crimeConsumer associations or legal services can do little more than offer guidance. In these cases, the following is usually recommended:
Do not answer unknown or blocked callsUnless you have a scheduled appointment, and if the situation becomes serious and affects your rest or health, file a complaint with the police or Civil Guard so they can investigate the cause. Furthermore, it is advisable Record and report spam calls to preserve evidence and protect your privacy.
It's important to understand that Movistar's spam blocking tools don't resolve any legal or harassment issues, but they do help to significantly reduce unwanted call noise which, while not constituting a crime, are very annoying in everyday life.
How to properly adjust your protection level without missing important calls
The big challenge for many customers is finding The perfect balance between being protected from spam and not missing calls that are important.Blocking everything is effective, but excessive; leaving everything open is convenient, but exposes you to marketing harassment and fraud.
On personal lines, which receive less traffic, it may be enough to Keep the "Neglect Calls" alert activated and let the user decide in each case whether to answer or not. It's a flexible solution that minimizes interruptions but doesn't completely cut off contact with new numbers that could be legitimate.
For business or professional lines, it's worth analyzing your usage patterns. If you receive A lot of spam, but also many legitimate calls from unknown numbersActivating total spam blocking can be risky, especially if you detect that your number or those of your customers are being misclassified by automated systems.
In those situations, it can be a good idea to combine several things: using the on-screen notification, configure rules on the mobile device itself (for example, always allowing calls from repeated numbers several times in a short period of time), and, if your number has been marked as spam, Start the claim with Movistar as soon as possible so that your case can be reviewed and the filters corrected.
Another sensible recommendation is Do not readily provide your mobile number on online formsThe more websites that have your number, the more likely it is to end up in databases used by telemarketing companies. If you need to request quotes, consider using a secondary line or alternative contact services so your main number doesn't become a spam magnet.
With all these options, the goal is not to be 100% protected (something practically impossible), but reduce exposure to telephone spam at a reasonable level, without compromising communication with the people and companies you really want to talk to.
In short, Movistar's spam and fraud protection system combines advanced algorithms, security layers, and self-management tools that have blocked hundreds of thousands of malicious calls and millions of fraudulent attempts daily. However, like any automated filtering system, it's not perfect: it can still flag your number as spam if its use resembles that of an aggressive marketing campaign. Understanding how "Neglect Calls," spam blocking, threat detection in My Movistar, and the business complaint form work allows you to better adjust your line's protection level, protect yourself from nuisance calls, and ensure that your own legitimate communications aren't compromised by overzealous filtering.
