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Is VirginMediaSurveys@maruedr.com a legitimate e-mail address?

jacobmorris307
Joining in

I have received a number of e-mails from VirginMediaSurveys@maruedr.com claiming that I have cancelled some of my Virgin Media services (n.b., I have not) and asking for me to complete a survey. Googling the e-mail address seems to come up with conflicted answers as to whether it is a phishing attempt or not. I forwarded the message to phishing@virginmedia.com at the advice from one of the online advisors but I have not received a response back and at this point I am not expecting to.

Screen Shot 2021-03-17 at 21.33.09.png

I would appreciate a direct and clear answer on this as attempting to get through the Terri Triage Bot is giving me an aneurysm

Thanks in advance.

20 REPLIES 20

Thank you for that. This shouldn't cause any harm as nothing was there. 

 

^Martin

Thanks for that, usually I’m on the ball but for some reason my guard slipped.  

Not to worry about that, it can happen to any of us. 

 

Please do reach out to us if you need to in the future. 

 

^Martin

erlisd
Joining in

I just got the same email today.

I did not click on any of the links, and the reason is because I always check the sender.

But in this case they're using social engineering, saying there's a partnership between them and Virgin Media. That is very tricky and I almost clicked.

Now how would they get my email to begin with?

Well, I received this email after I actually got a contract with Virgin Media. So either Virgin is using my email for some marketing purposes and that email is in some public database, or there's a leak in the Virgin Media customer database.

Whatever the case, this is on Virgin Media. And if its the first one, I would be curious what's the terms & conditions for using the customer personal email on 3rd party services without consent.

I had it to today. Using an email address I don't use for anything but Virginmedia and my bank and using a name that only my mother uses.

I clicked on the link from a safe device. It goes to edigitalsurvey.com and it isn't harvesting information other than why you want to leave (which I don't). It is from a company called Maru/Match whos parent company are The Maru Group - specialising in customer insights. There is no way this is a scam, this is VM passing our emails on.

 

Nick

I've had confirmation from edigital research, part of the Maru group that it is legitimate email traffic on behalf of Virgin

NikTheGeek_0-1637252676791.png

I contacted their data protection officer to check and they are contracted by virgin to send out these emails.

So NOT phishing and Virgin really need to get on top of their advice.

Here is the email in all its glory

NikTheGeek_0-1637256399085.png

You will note the phone number at the bottom and the address. All of which match the legitimate market research company called the Maru Group in Southampton. I phoned them and they confirmed they carried out research on behalf of Virginmedia and so did their Data Protection Officer (see earlier post).

 

So come on Virgin. Get your act together. If it is a phishing email, its an elaborate one involving a legitimate large company with multinational offices. Or, more likely, Virgin don't know who they are giving our data to.

 

Nick

'So come on Virgin. Get your act together. If it is a phishing email, its an elaborate one involving a legitimate large company with multinational offices. Or, more likely, Virgin don't know who they are giving our data to'

My money is on the latter, rather than the former, that's for sure!!   🤐

An update:

 

It took a DSAR (Data Subject Access Request) with Virginmedia before they finally agreed that they had passed my details on to the Maru/Matchbox Group in order for them to contact me to find out why I had stopped one of my services.

There is a marketing section held against your account that the complaints team and the Data Protection team (who I gather are one and the same) have access to. Once this was checked, they confirmed that it was in fact a legitimate email. I got an apology and a £10 credit.

So @ Martin_N  and Sasha_W and co, could I suggest you check this and then update your advice appropriately?

 

Kind regards,

 

Nick

 

 

Hi Nick,

When I first started the contract with Virgin, I think I was subscribed to the marketing emails. But then after I changed that setting (basically unsubscribed), I got an email from Maru/Matchbox.

In my opinion, it would have been a lot more understandable (and made sense) if I got an email from the virginmedia.com domain.
The fact that my personal email is being shared to some other company annoys me, because how can we tell that Maru/Matchbox is not sharing that email with some other company?

Is there something else I need to check?