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Jlong29's avatar
Jlong29
Just joined
3 days ago

Virgin Media Data Breach, Executive Team Telling me to go straight to Court

 

Recently had a data breach caused by VM where a 3rd party was able to change information on my account. 

I put a complaint in and VM held their hands up and admitted fault. I was given compensation for the customer experience element however I stated I wanted further compensation due to the data breach itself. 

The executive team is saying they won’t discuss the data breach and I need to take legal action for this. However surely they need to provide a response or try to work on a solution prior to any legal action or the case will be thrown out?

Do I need to raise a new complaint for the data breach which is possible on their site, also does the ombudsman look into privacy and data issue? 

If anyone’s had any experience it would be great to hear. All the VM staff are giving misleading information and avoiding the resolution for the data breach. 

 

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3 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 days ago

    Hey Jlon29, thank you for reaching out and we are so sorry to hear about the data breach.

    If the complaints team have looked into and advised this, that will be the correct process sorry.

  • goslow's avatar
    goslow
    Alessandro Volta
    3 days ago

    You should raise your issue with the VM postholder at the bottom of this page

    https://www.virginmedia.com/legal/privacy-policy

    (mentioning the contact directly on here gets removed).

    Depending on what response you get there, then escalate to ICO as per jpeg1 (I believe ICO requires you to raise it with VM first of all). I know you have done this with the exec bunch but maybe the contact above may be a more suitable route to try.

    What sort of issues/problems have you experienced as a result of the data breach? I would imagine any action/compo against VM is likely to be in proportion to any direct harm caused to you.

    From memory, the previous ombudsman VM used to use did not consider data protection issues. The present ombudsman for VM is below

    https://www.commsombudsman.org/

    you should give them a ring to discuss if it is something they would handle.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 days ago

    No need to take them to court. You should report it to the ICO. They will take any necessary action. 

    https://ico.org.uk/