Virgin Mobile constantly calling.

[yakacm]

V Mobile call my wife's phone everyday, and have done so for what seems like the whole of this year. The account is in my name so I answered one of the calls, and it was regarding upgrading to a new phone, which we told them that we weren't interested in, and requested that they stop calling. This has no affect and the calls continue, what gives? The number is 0800 052 521, it's such a crummy way to do business, especially to folk who are already their customer. If they are setting out to aggravate customers in a market were there are lots of alternatives then, then top marks.

[Vikki_M]

Hi @yakacm

Thank you for your post and welcome back to our community.

I am sorry for any upset or inconvenience that has been caused by the calls.

If you could please log into your online My Virgin Media account, you can update your marketing preferences there and opt out.

[yakacm]

Could you tell me the exact steps to follow to stop these calls? All I see is a check box to opt in to marketing, which makes these calls even worse as we are being bombarded with calls on a daily basis when it would appear that we aren't even opted in to marketing 

[yakacm]

In fact I've just found my consent history and I opted out on 30th November 2022, yet we are still being bombarded on the daily by calls from VM!!!!

[Sololobo]

You have the right to object to your personal data being used for direct marketing purposes.

Customer Guide

https://ico.org.uk/your-data-matters/the-right-to-object-to-the-use-of-your-data/

The right to object to direct marketing is stronger than any objections you can make about other uses of your data.

If you object, the organisation cannot refuse your objection and must stop using your data for direct marketing purposes. For example, they cannot carry on using your data to try to sell or promote things to you.

Organisation Guide

https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-r...

An individual can object to the processing of their personal data for direct marketing at any time. This includes any profiling of data that is related to direct marketing.

This is an absolute right and there are no exemptions or grounds for you to refuse. Therefore, when you receive an objection to processing for direct marketing, you must not process the individual’s data for this purpose.

See the first link for a letter template which can be used to log your objection to the use of your data for marketing purposes.

Send your letter via recorded/registered post for proof of delivery to:- 
Data Protection Officer, Virgin Media Limited, 500 Brook Drive, Green Park, Reading. RG2 6UU (Ref: Contact Us https://www.virginmedia.com/legal/privacy-policy) .

Good luck.

[Paulina_Z]

Hi @yakacm,

Thank you for coming back to us and I'm very sorry to hear that you've still been getting Marketing calls after you've opted out of them. I do apologise that this happened.

Is it the same number that calls you? If so, you can block the number if you do not wish to be contacted by this number. You can try opting into the Marketing calls and then reloading the page and opting out again to see if this will help rectify the fault. 

We do apologise that this happened. Keep us updated on how you get on.

Thank you.

[newapollo]

Hi @yakacm 

The info you've been given so far only refers to the My Virgin Media account for broadband, tv and landline phones.

Do you have a mobile account with VM, either for a sim  or for a mobile phone?

If you do then  you would also have to turn of the marketing on the mobile side by logging into

 https://mobile.virginmedia.com/ecare/login 

Please note it can take up to 28 days to take effect, so you may still be plagued with calls for the time being.

[yakacm]

Still getting calls from Virgin Mobile daily, sometimes 3 or 4 times a day. I've just got a new phone from Virgin Mobile and spoke to them for about 45 minutes, listened to their spiel and told them we aren't interested in anything else. Pretty sure they are ringing because my wife's phone on my account, the contract is nearly up and they are trying to get us to upgrade. When I spoke to the folk about my new phone I told them we'd think about it, and my wife rang up to upgrade last week, but we got knocked back for the credit, so just bought the phone outright from Samsung. Anyway we have requested multiple times via different ways for us not to receive marketing calls. So the right to object to marketing calls says:-

If you’re able to object, you should inform the organisation directly that you don’t want them to process your data. You need to explain why you believe the organisation should stop using your data in this way.

So as I know virgin staff read this forum, this is me telling you in writing to stop using the data you hold on us, ie our mobile phone numbers for marketing purposes.

I actually answered and spoke to the poor guy today, and as I'm not feeling too well the poor lad got both barrels from me, as politely as I could muster. It's awful that Virgin put their staff in the position to have to talk to angry customers, frustrated with the constant harassment, and it's awful that Virgin treat good customers like us, who have been customers of both Virgin media and mobile for 20 years, giving them plenty of business over the years.

[goslow]

---

@yakacm wrote:

Still getting calls from Virgin Mobile daily, sometimes 3 or 4 times a day. <snip>

---

Your issue of unwanted marketing from VM (even when opted out) is mentioned over and over again on the forums.

Make a formal complaint to VM by post

Virgin Media, Sunderland, SR43 4AA

using a signed-for delivery service. Instruct VM to stop using your personal data for marketing purposes and for VM to cease contacting you for marketing.

You have to make a formal complaint to VM first before going to the ICO with a complaint.

https://ico.org.uk/global/contact-us/contact-us-public/

You could seek further advice from ICO before complaining to them

I used the ICO in the recent past for an issue of loss of personal data by a company. They were slow in responding (2 to 3 months to process and respond) but they achieved a useful outcome for me.

[Paulina_Z]

Hi @yakacm,

Thank you for coming back to us about your ongoing issue of receiving Marketing Calls. We do apologise that this is happening even after you've opted out.

Can you confirm if you've opted out of marketing calls on both your and your wife's online accounts?

Have you tried blocking the number as previously suggested?

Please let us know.

Thank you.