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itemised landline phone bill

suzyq1
Joining in

I would like to request an itemised landline phone bill from September 2022 to January 2023.

It won't be much as I don't use the landline much at all.

Hoping this can be requested or someone can let me know how and from whom to do this.

Many thanks.

1 ACCEPTED SOLUTION

Accepted Solutions

😒Oh dear, I was trying to get proof of when I first contacted Virgin Media faults as they promised me a compensatory reduction in my bill because of extreme outages of internet. 

I have made complaints via their online complaints form but, hey ho, three monthly bills since their promise and nothing thus far.

Thank you for  your response though. 😊

See where this Helpful Answer was posted

8 REPLIES 8

Gareth_L
Forum Team
Forum Team

Hello suzyq1,

Thanks for your first post and welcome to our Community.
Can we please ask the reason? As we can only produce future bills with full itemisation.

The exception being if you have a court order requesting historical call itemisation lists.

Hope this answers your enquiry?

Gareth_L

😒Oh dear, I was trying to get proof of when I first contacted Virgin Media faults as they promised me a compensatory reduction in my bill because of extreme outages of internet. 

I have made complaints via their online complaints form but, hey ho, three monthly bills since their promise and nothing thus far.

Thank you for  your response though. 😊

Hi suzyq1.

I can look into that for you, if you like?

If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

 

GLP008
On our wavelength

Hi Gareth

Just checking, are you saying that the only way to obtain an itemised bill including all calls I have made is 'by going to court to obtain a court order'?

You may want to check your answer - ICO regulation 9 states that you are legally obliged to provide an itemised list of calls upon request by a customer, as this is the detail you hold on the customer's account and it is information Virgin uses to calculate the customers bill.

I believe this is called a DSAR (Data Subject Access Request) ?

Hey @GLP008,

Thanks for reaching out to us, with the Itemised billing we can process this out for customers but prior bills need to be raised via a certain way, with regards to a DSAR request this allows you to gain access to the information we hold via our notes and any communication you have had with ourselves.

Joe

GLP008
On our wavelength

Hi Joe

I'm sorry, I am not clear what you are saying - what does 'a certain way' mean? Are you saying any information you hold related to historic bills require a court order before you will release the records?
And I need to correct your interpretation of a DSAR request - this covers "all" information you hold against a customer, including itemised call lists!

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi, GLP008.
Thanks for all the posts and your questions, we'll do our best to assist with clarifying and replying to your concerns.

 About itemised billing, we do offer this option per request as it comes with a monthly cost, which is raised on our systems and applies to future bills to come only.
For historic bills, we're unable to process an itemised bill request and provide copies with the exception Gareth above advised - this is due to not having the itemised option active when the bills were produced.

Regarding DSAR, you may refer to this page here for more details where you can also submit a form to request such info.
A Data Subject Access Request is offered as a customer's right to access data and info we hold for them on our records and based on the communications we've had with them in the past.

For more on how we handle your data please refer to this link, he hope this helps.

Adri
Forum Team

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goslow
Alessandro Volta

@GLP008 wrote:

Hi Joe

I'm sorry, I am not clear what you are saying - what does 'a certain way' mean? Are you saying any information you hold related to historic bills require a court order before you will release the records?
And I need to correct your interpretation of a DSAR request - this covers "all" information you hold against a customer, including itemised call lists!


VM used to offer free itemised billing (upon customer request) but now I think the charge is £2 per month.

There are regular topics on here where customers see usage charges in the sub-50p category on their bills but cannot identify the number being called/charged for and VM refuses to tell them.

This seems at odds with the OFCOM general conditions of entitlement requirements C3.7a

https://www.ofcom.org.uk/__data/assets/pdf_file/0023/256343/unofficial-consolidated-general-conditio...

If you are interested in itemised billing then you should make an enquiry with OFCOM about it.