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Account has been maliciously cutoff

Laura Woods

Virgin Media
[Reference number RGWY

Information rights concern

I am concerned that you have not handled my personal information properly.

Someone has been able to maliciously cancel my broadband package by claiming they were moving into my property.  I am not moving, no one is entering my house as a tenant.  My service has been disconnected.  I'm a virgin mobile customer as well.  A third party should not be able to take an action that disconnects an existing user.  I have called several times, messaged via text and via chat before cutoff.  I have been told repeatedly that this is being handled and I'm still disconnected, more than 72 hours later.  I have reported this fraud to the Action Bureau and the local police department as well.

I understand that before reporting my concern to the Information Commissioner’s Office (ICO) I should give you the chance to deal with it.

If, when I receive your response, I would still like to report my concern to the ICO, I will give them a copy of it to consider.

You can find guidance on your obligations under information rights legislation on the ICO’s website (www.ico.org.uk) as well as information on their regulatory powers and the action they can take.

Please send a full response within one calendar month. If you cannot respond within that timescale, please tell me when you will be able to respond.

If there is anything you would like to discuss, please contact me.


 

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Re: Account has been maliciously cutoff

Whilst your anger is fully merited, and the actions you describe sensible, you say "maliciously".  Hanlons razor usually applies: Never attribute to malice that which is adequately explained by stupidity.  I'd expect that this is most likely VM's broken processes and poor customer service model.

However, whether malice or incompetence, you should raise a formal (donkey post) complaint with Virgin Media, demanding compensation for this, and insist they only respond by letter.  If VM won't offer a reasonable sum of compensation, or won't respond, then after eight weeks,  escalate to CISAS, the industry arbitration scheme (very similar to the Energy Ombudsman).  They specialise in giving VM a regular and sadly well deserved spanking.

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Re: Account has been maliciously cutoff

If someone either maliciously or incorrectly gave your address as the one that they are moving into VM has a "gone away" process if your account is still active. I believe that this involves sending you a letter explaining the situation and giving you 30 days to respond, and if there is no reply your account is closed. Something has obviously gone wrong but it certainly isn't fraud. Are you sure you didn't get the letter?

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Re: Account has been maliciously cutoff

I received a call from a mobile I didn’t recognise saying I was moving. I hung up the call quickly as I thought it a scam.  Yes called the customer service number right away and said what had happened and said I wasn’t moving.  I was assured everything was fine.  I received a letter, I called into say this was a mistake and was said it was sorted.  I then get cut off.  A new box has been delivered in someone else’s name to my house.  I’ve called multiple times to get my service back and no luck.  There is someone stalking me and this person will do anything to interfere with my life, like cutoff my broadband.  I’m a Virgin Mobile customer and this isn’t recognised and now I’m in a hopeless loop with Virgin.

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Re: Account has been maliciously cutoff

Hi lauraawoods, thanks for getting in touch. 

 

I'm very sorry to hear about this situation. Let me take a look from here to try and establish what's happened and what we can do to help. Just look out for my PM (the purple envelope) and please get back to me when you can.

 

Tom

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