Online Subject Access Request FAQs
Under the General Data Protection Regulation (GDPR), you have the right to request a copy of the personal data that Virgin Media holds about you. This is to help you get a better understanding of how and why we are using your data, and check we are using it lawfully. You can learn how to make Subject Access Requests below:
What is an online Subject Access Request Form?
To make a Subject Access Request, you’ll need to fill out a Subject Access Request form. Our Subject Access Request Form makes requesting to see your data easy. Simply provide us with a few personal details (so we can identify you), the period your data request covers and what you’d like to see. You can submit your request as an individual or as an authorised third party on behalf of an individual.
How do I make a Subject Access Request (SAR)?
To make a Subject Access Request, you simply need to fill in a Subject Access Request Form. You can find more information on how to do this above.
FAQs
If you’d like more help with Subject Access Requests (and our obligations if you make one) check out our FAQs below:
You can find all this information in the Virgin Media Privacy policy.
We’ll usually get your SAR over to you within 30 days of receiving your request. Though, in certain circumstances, it might take a little longer – if we need to validate your identity by asking for proof of identity or get clarification on a request for example.
On the rare occasion that we need a longer extension (up to two months) we’ll let you know the timeframe within 30 days of receiving your request. Any longer extension like this will be due to the complexity or scope of the request.
In most cases, we won’t charge a fee for an SAR. We’ll only charge some administrative fees if a request is excessive, or you ask for additional copies of the data.
The UK GDPR and DPA 2018 provides a number of exemptions. Where an exemption applies to the facts of a particular request, we may refuse to provide all or some of the requested information, depending on the circumstances. We can also refuse to comply with a SAR if it is manifestly unfounded or manifestly excessive.
If we refuse to comply with a request, we will let you know why. If you think our decision is unfair, you can speak to Information Commissioner’s Office ("ICO").
We’ll consider whether it’s possible to comply with the request without disclosing information that identifies another individual - or if is reasonable to comply with the request without that individual’s consent. If this isn’t possible, we won’t be able to comply with the request unless the other individual consents to the disclosure.
We will respond to you whether or not we have decided to disclose information about a third party.
If the information you provided on your SAR Form doesn’t match the details we hold on account, we may ask you to verify your identity. To do this, you’ll need to provide:
- Proof of identity (driving license or passport)
- Proof of your address (utility bill dated in the last three months, but not a Virgin Media bill)
If you’d like help with accessing a Data Subject Access Request using the Online Portal, check out our Kiteworks user guide.
We only keep call recordings for 180 days and we are unable to provide calls where customer authentication has not been passed on the call. Customer authentication will only have been passed if the if the relevant password characters have been provided or the security questions have been answered correctly.
If you’re unable to access your SAR, please contact us by email at DataSubjectRights@virginmedia.co.uk.
If you haven’t received your SAR within the timeframe we provided you, please contact us by email at DPO@virginmedia.co.uk.
If your SAR has been rejected and you think this decision was unfair, please contact us by email at DPO@virginmedia.co.uk.
Please contact DataSubjectRights@virginmedia.co.uk to provide your mobile number and they will resend the passcode.
Yes, if the information can be accessed immediately you can request a copy without raising a DSAR by calling our Customer Services team they may be able to assist with any enquiry you may have on 0345 454 1111* or dial 150 from a Virgin Media phone line or if you’re a Virgin Mobile customer dial 789 from your Virgin Mobile phone, or 0345 6000 789* from any other phone.
Please contact DataSubjectRights@virginmedia.co.uk if you would like to raise any of these other rights…
Right to rectification
Right to erasure
Right to restriction of processing
Right to data portability
Right to object
The MAC address is available on your device.
You can find out your IP address by searching for What’s my IP address? in any internet browser.
This is available by searching your history in the internet browser you have been using.
The passcode is valid for 14 days.
In most instances only the account holder can request a SAR. However, if the request is made by a third party via email, then a valid power of attorney or an account holder signed letter of authority should be attached. If the SAR is raised via phone/verbally, then customer's consent on the call is required for the SAR.
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