Online Subject Access Request FAQs
The right of access, commonly referred to as subject access, gives individuals the right to obtain a copy of their personal data, as well as any supplementary information. It helps individuals to understand how and why Virgin Media are using their data, and check we are using it lawfully.
To help you understand your request and our obligations we have answered some frequently asked questions (FAQs) below:
Where can I find the supplementary information that accompanies my SAR under Article 15 – Right of access by the data subject? Where can I find the supplementary information that accompanies my SAR under Article 15 – Right of access by the data subject?
How long will I have to wait for my SAR? How long will I have to wait for my SAR?
We will provide your SAR no later than 30 days from when we received the request in most circumstances.
In certain circumstances there may be a need to 'stop the clock' this could be to validate your identity by asking for proof of identity or seeking clarification on the basis and scope of the request.
In circumstances where we need a two month extension due to the complexity or scope of the request we will inform you of the decision to take a two month extension within 30 days of receiving your request.
Will I be charged for raising a SAR? Will I be charged for raising a SAR?
Not usually. In most cases we do not charge a fee to comply with a SAR. However, we can charge a reasonable fee for the administrative costs of complying with a request if it is unfounded or excessive, or if further copies of data is asked for.
Can you refuse my request? Can you refuse my request?
The UK GDPR and DPA 2018 recognise that, in some circumstances, we might have a legitimate reason for not complying with a SAR, so there are a number of exemptions from the right of access. 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.
Where an exemption applies, 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 inform you of:
-the reasons why and at the same time reaffirming your right to make a complaint to the Information Commisoners Office ("ICO") and your ability to see this right through the courts.
What if my request involves information about other individuals? What if my request involves information about other individuals?
We will consider whether it is possible to comply with the request without disclosing information that identifies another individual. If this is not possible, we do not have to comply with the request except where the other individual consents to the disclosure or it is reasonable to comply with the request without that individual’s consent.
We will respond to you whether or not we have decided to disclose information about a third party.
What proof of identity is acceptable? What proof of identity is acceptable?
If the information you provide when submitting this form does not match the details we hold on account, we may ask you to verify your identity. In order to verify your identity you would 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)
How do I use the online portal? How do I use the online portal?
Please see our user guide.
Can I download my information from the portal? Can I download my information from the portal?
Yes, please see our user guide to see how.
Why have the calls that I requested not been provided Why have the calls that I requested not been provided
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.
Who should I contact as I have not received my SAR within timescale permitted? Who should I contact as I have not received my SAR within timescale permitted?
My SAR is incomplete, who do I contact? My SAR is incomplete, who do I contact?
My SAR has been rejected, what do I do? My SAR has been rejected, what do I do?
I haven’t received a passcode via my mobile, what do I do? I haven’t received a passcode via my mobile, what do I do?
Please contact DataSubjectRights@virginmedia.co.uk to provide your mobile number and they will resend the passcode.
Can I request information without raising a DSAR? Can I request information without raising a DSAR?
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.
How do I raise any of my other rights? How do I raise any of my other rights?
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
Can you provide my IP and/or MAC address? Can you provide my IP and/or MAC address?
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.
Can you provide my browsing history? Can you provide my browsing history?
This is available by searching your history in the internet browser you have been using.
The passcode sent to my mobile, how long is this valid for? The passcode sent to my mobile, how long is this valid for?
The passcode is valid for 14 days.