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Blakey47's avatar
Blakey47
On our wavelength
6 months ago

SAR issue unresolved

Sadly due to VM continually coming up with excuses and fobbing me off since June about getting a digital SAR I've given up.

I have now managed to leave and go to another provider but I still want to get the SAR from Virgin Media.

I've done everything they asked including sending an email to the email given on the site if you don't get a response within the requested timescale.  Even spoke to a member of the executive team (Kevin) who told me that he was in the office and would chase it up for me. (This is over 5 weeks ago now)

So I've been very patient but my request for what I'm effectively entitled to just falls on deaf ears

So I think it's time to escalate the complaints above Virgin.  Is this the ombudsman now? How do I contact these people with my unresolved issue?

 

Thank you

3 Replies

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  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    6 months ago

    Hi Blakey47 👋

    A warm welcome to our Community Forums and thanks for your post. 

    I am sorry for the poor experience and it is a shame to hear you have left us. 

    I will pop you a PM 📩 now so I can assist you further. 

    Speak soon!

  • Blakey47's avatar
    Blakey47
    On our wavelength
    6 months ago

    I've waited another week and kind of expected a response to this by now. You've had plenty of time to resolve this issue now so I'm giving you til 1700 hours today Monday 18th November 2024 to send me the DSAR or I will find the details of the ombudsman myself.

    Just to be clear I will be demanding compensation for the stress this is causing me. 

    You have just over four hours. 

  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    Discuss the issue with the ICO

    https://ico.org.uk/global/contact-us/contact-us-public/public-advice/

    A couple of years ago, VM was taken to task by the ICO for SAR failures

    https://ico.org.uk/media/about-the-ico/documents/4021725/virgin-media-limited-letter.pdf

    The final para states

    "..... I would like to point out that if further information relating to this subject comes to light, or if any further incidents or complaints are reported to us, we will revisit this matter and further formal regulatory action may be considered as a result."

    The process for complaining to the ombudsman is below which requires a formal complaint to VM first

    https://www.commsombudsman.org/our-process