ATTENTION : anyone with a complaint / issue / service with Virgin, please read this post
If you try to go through Virgin directly, all they will do is delay and lie, they will not attempt to resolve anything in a fair manner, if at all. Register your complaint, then go here :https://www.virginmedia.com/help/dsar
Request every single bit of data possible, from the start of the contract until now - they are obliged to adhere to your request.
This will likely trigger a call from the DSAR team looking to resolve the complaint with you to avoid doing the work of collating your data (lazy!). Hopefully they can resolve this for you. If that doesn't occur, you can refer the complaint to CISAS after Virgin fail to adhere to the 8 week timescale, and they will likely compensate you for your inconvenience and distress.
It costs Virgin upwards of £500 when the case is referred to CISAS. The level of customer service offered by Virgin is so appalling that the majority of phone calls should really go to this level. Don't be afraid to exercise your rights and follow this process as all Virgin will do is delay and delay then lie and lie - I'm still awaiting a DSAR I requested over 9 months ago, which is way out of timescale, and was already awarded £50 by a Virgin Manager when I complained 9 months ago that the telephone agent didn't know what a DSAR was (in breach of GDPR).
It's sad that the regulations in the UK allow companies to behave this way - please exercise the little rights we do have as these companies get away with far too much as it is. Thanks.
ignore the forum team, they are complicit in the lying and delaying, follow the process I have outlined in the topic above and go to CISAS if you want a resolution as Virgin will just try to tire you out if you go through them.
I cant speak for Virgin Media, but generally speaking any company can break rules because there are really no consequences for breaking rules other than fines - which are going to have to be paid for by the customer at the end of the day.
I believe when companies are fined for breaking rules, the fine gets paid from the business account, not from the account(s) of the person(s) responsible for breaking the rule. Therefore, ultimately it's the customer who pays for everything, including the company's fines, this is why companies generally just don't care. Again I don't know about Virgin Media, I'm just talking about business in general. If a complaint costs a company £5000, it's not the CEO who pays this. The CEO will just bump up the price and make the customer pay it.
Re: ATTENTION : anyone with a complaint / issue / service with Virgin, please read this post
I spoke to the DSAR team and they assured me it would be processed as a priority - I am still waiting. I doubt you would be able to speed this up as you would simply be putting a ticket through to the person I spoke to from this team.