Want fully itemised call list from now on

[irene40]

I am on Talk Unlimited but want to see all calls made on each bill from now on (not just those over a set price). Can you please help get this set up?

Thank you.

[Adri_G]

Hello irene40, thank you for posting on our help forum. 

We're eager to assist you with setting up your itemised bills query, please be advised we cannot access info about calls below 50p cost each due to recent changes in GDPR.
Also, there is a monthly cost of £2 for itemised bills just to make sure you're aware of this too.

In case you still want to go ahead with itemised bills, I can message you privately here so we can do this now.
Let us us know how you wish to proceed, we're glad to help out.

[irene40]

I understand I can submit a DSAR for "Outgoing calls from the service provided number for 12 months (Calls made from your number over a 12 month period) - This does not include any non-chargeable calls i.e. calls to 0800, 112, 999 and 911" so this data is obviously held by Virgin and can be disclosed to me historically.  However, I'm not looking for past information - I want fully itemised lists going forward please.  What change in GDPR prevents me from being sent my own calling history?  I've seen other posts on this forum where Virgin Media staff confirm that this is possible.

I look forward to your reply.

Thank you

[Adri_G]

Thanks for your reply, irene40.

We wish to advise you can submit a DSAR request anytime here , you may also find all the information and FAQs in regard this on this page. 
Let us know if you have any questions about DSAR and we'll do our best to advise you.

In relation to the itemised calls request, we'd like to explain we can add itemised bills moving forwards however, we do not have access to info on calls that are free of charge or cost less than 50p therefore we won't be able to provide full itemisation in that respect. We can confirm we're able to offer a full breakdown on any calls above the 50p cost limit.
Can you please post the link from the forum where we advised this is possible, if you have it?

[goslow]

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@irene40 wrote:

I understand I can submit a DSAR for "Outgoing calls from the service provided number for 12 months (Calls made from your number over a 12 month period) - This does not include any non-chargeable calls i.e. calls to 0800, 112, 999 and 911" so this data is obviously held by Virgin and can be disclosed to me historically.  However, I'm not looking for past information - I want fully itemised lists going forward please.  What change in GDPR prevents me from being sent my own calling history?  I've seen other posts on this forum where Virgin Media staff confirm that this is possible.

I look forward to your reply.

Thank you

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Listed as a free service in the latest release of the VM call costs guide (1 Nov 2022, page 22)

https://www.virginmedia.com/callcosts

for 'Existing customers on pre November 2022 call rates.'

no mention of it (either free or costing £2 p.m) for customers on post-Nov 2022 call rates.

Somewhat confusing for customers IMO. As for charging £2 p.m. for an electronic billing service in that way ... oh dear, VM! Another nail in the coffin of the increasingly-expensive and defunct VM landline service.

Historically it has been free for bills going forward when requested at a particular point in time but not going backwards from that time, for historical info. For historical info the customer has had to use DSAR on past topics.

[irene40]

Here you go https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Fully-itemised-phone-bill/m-p/47173...

I don't understand how you can give me a fully itemised list for 12 months via DSAR but can't do it going forward?

[goslow]

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@irene40 wrote:

Here you go https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Fully-itemised-phone-bill/m-p/47173...

I don't understand how you can give me a fully itemised list for 12 months via DSAR but can't do it going forward?

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A little bit of confusion here IMO (assuming I am not actually becoming confused myself!)

Adri_G seems to be offering you itemised billing going forward, in message #2, but at £2 p.m!

Are you on one of the legacy call plans shown on pg 22 of the doc linked above? If so, I would expect itemised billing should be free if you are on an older call plan.

[Adri_G]

Thanks for this reply, irene40.

From the link you posted I can see we've advised we do offer fully itemised bills, however it's not clarified this does not include free calls or anything under 50p cost on that thread - that has been most likely advised via private messages whilst processing the request (we always do clarify this when such a request reaches us as well as the £2 monthly cost).

In regard to DSAR the same rule would apply, therefore if you've requested a full breakdown of past calls we would provide all calls over the 50p cost limit, as those can be retrieved from our record.

Again, our apologies for any inconvenience caused by this.
We're still eager to help with processing an itemised bill request as long as you're happy with the above, however we need to set your expectations right. 
Please let us know how you wish to proceed.

[nodrogd]

Fully itemised bills is what is says on the tin!

You have an itemised list of all your BILLED calls outside of your inclusive package.

If you are after a CALL ACTIVITY listing, you are not going to get one easily due to data protection issues.

I would point out this is common to all operators with landlines now.

0800 calls specifically are not listed to protect people calling confidential helplines such as Childline.