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Help and advice on Virgin Media's data incident


We are very sorry to have to inform you that we recently became aware that some of your personal information, stored on one of our databases has been accessed without permission. Our investigation is ongoing but we currently understand that the database was accessible from at least 19 April 2019 and that the information has been recently accessed.

To reassure you, the database did NOT include any of your passwords or financial details, such as bank account number or credit card information.

We take our responsibility to protect your personal information seriously. We know what happened, why it happened and as soon as we became aware we immediately shut down access to the database and launched a full independent forensic investigation. We have also informed the Information Commissioner’s Office.


What do I need to do?

We understand that you might be worried about this incident. We’ve set out some guidance below and given you helpful links to more resources online.

What type of information was stored in the database?

The database was used to manage information about our existing and potential customers in relation to some of our marketing activities. This included: contact details (such as name, home and email address and phone numbers), technical and product information, including any requests you may have made to us using forms on our website. In a very small number of cases, it included date of birth. Please note that this is all of the types of information in the database, but not all of this information may have related to you.

I’m worried someone might have stolen my personal information and is using it without my permission.

Firstly, no financial details or passwords were included in the database which was accessed.

Identity theft is when someone uses someone else’s personal information to obtain goods, services or money without permission. Examples of identity theft include taking out a credit card or ordering products in someone else’s name. In this case, no financial details or passwords were included in the database which was accessed. However, if you think you have been the victim of identity theft, you should:

  • Inform your bank, building society and credit card company of any unusual transactions you see on your statement, or any information you receive about applications made in your name.
  • Contact Action Fraud if you think that a fraud has been committed at

I’m worried other people will know my password now.

No passwords were included in the database which was accessed, but it’s always a good idea to make sure that your passwords are strong and not easy to guess. For tips on how to do this, head to our article on how to set a strong password.

I’m concerned that people might try to email or phone me to steal my personal information.

This is called phishing, which is when people try to persuade you to give them your personal information, often through an email or phone call. Please remember:

  • If you ever receive a call claiming to be from Virgin Media that you don’t trust, please hang up and report it to us straight away
  • Please remember, you should never disclose any sensitive information over email, including banking details, and we will never ask you to do so.
  • If you receive an email that you are concerned about, don’t click on any links, open any documents or reply to it. You can get some more advice here:

I’ve received marketing emails or calls that I don’t want.

You can get advice on how you can avoid or report nuisance marketing calls, emails and texts from the Information Commissioner's Office. It has information online at and via its helpline on 0303 123 1113. You can also find further information on the Telephone Preference Service website where you can opt out of unwanted sales or marketing calls.

If having read this information and you still have questions, you can contact us on 0800 052 2621 , but please be aware our customer service advisors do not have any further information at this stage.

Once again, we sincerely apologise for what has happened.



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