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Virgin Media Smart Home with Google FAQs


If you have purchased one of our Smart Home bundles with Google Nest (below) between 2/11/2020- 20/11/2020 and you have a technical question then please call our dedicated Smart Home Help team on 0345 604 8859*. Lines are open 12pm-10pm, 7 days a week.

 

FAQs

Virgin Media Smart Home with Google Nest is a new way to enjoy the smartest home security tech, powered by our ultrafast broadband. Google Nest Hub controls handy gadgets like Google Nest Hello Doorbell to help you see who’s at the door, while extras like indoor and outdoor Google Nest Cams help to keep other parts of your home safe and sound. Plus, you can use Google Nest Hub to watch videos on YouTube, listen to podcasts and plan your week. Register your interest now to be part of our exclusive trial.

Virgin Media Smart Home Trial has now ended. Don’t worry though, when we do something similar in the future we will reach out (if you opt in for marketing communications).

Our technician will pop by to install your Google Nest Hello doorbell for you – meaning you don’t have to worry about which walls you can drill into. They’ll only drill through brickwork to avoid damaging your windows and/or doors, and they’ll install your doorbell in the best place possible.

For Smart Home bundles

When it comes to your Google Nest Hub, you’ll need to pick a place that’s easily visible, has access to a plug and that reaches your WiFi hub (don’t forget to check the signal to make sure you’ve got plenty of coverage).

For Smart Home Pro/Pro Max bundles

Our technician will also fit your indoor and outdoor Google Nest Cams, so have a think about where you’d like to set them up. With the outdoor cameras, our technician will need to do a bit of drilling (only through brickwork to avoid damaging your windows and/or doors) to make sure the cables are secured and that we position your camera correctly. It’s also worth noting our technicians can’t work over five metres from the ground for safety reasons.

Find a place that’s easily visible, has access to a plug socket and that reaches your WiFi hub (don’t forget to check the signal to make sure you’ve got plenty of coverage). If you’re not sure where to put your Google Nest Hub Max, ask our technician for a bit of advice and they’ll get it just right. Once you’re happy with where you’re placing it, we’ll connect it all up and leave you to enjoy your new smart home.

If you have a technical issue then please call our dedicated Smart Home Help team on 0345 604 8859*. Lines are open 12pm-10pm, 7 days a week.

These terms, together with any terms notified to you by Virgin Smart Home Help in respect of the service, form your Terms and Conditions (the “terms”).

1. About the Virgin Smart Home Help service

The Virgin Smart Home Help service is a premier support service which allows you to access technical support for your Smart Home device via live tech experts.

You are eligible to use this service if you have purchased a Smart Home device from Virgin. You can begin to use this service immediately upon purchase of your Smart Home device. Your access to the service will end 12 months after purchase or in accordance with section 9 below, whichever is the sooner.

2. Who’s Who?

This service is provided by Asurion Europe Limited (“Asurion”), registered in England and Wales with company number 6568029 at Vantage London, Great West Road, Brentford, TW8 9AG.

In these terms, “we”, “our” and “us” means Asurion; “you” or “your”, we mean the person with the Virgin Smart Home Bundle Subscription authorised to use the Virgin Smart Home Help service under these terms (see Section 4).

3. How can I contact the service?

It’s easy to get in touch with us:

  • Call: 03456048859

(your normal Virgin call/data costs apply)

Open: Mon-Sun: 12pm-10pm (GMT)

4. What’s covered?

The Virgin Smart Home Help service offers technical support for:

  • Your Smart Home Bundle devices
  • software applications used to operate and/or control your Smart Home device
  • The connectivity between your Smart Home device and other devices

5. What’s not covered?

The Virgin Smart Home Help service does not include (amongst other things):

  • assistance with any device that does not belong to you and/or you are not authorised to use
  • assistance with network coverage issues (e.g. data coverage issues)
  • over the air updates to operating systems, firmware or other software
  • modification of original equipment manufacturer (“OEM”) software
  • installation of third-party software or OEM drivers not supported by the device
  • installation of non-sanctioned applications

We may be unable to resolve the issue if we have limited or no information, where we are unable to obtain the required proprietary information from vendors, manufacturers or developers, or if the issue is a result of software or hardware errors not yet resolved by the hardware or software vendors, manufacturers or developers.

We shall not be responsible at any time for any loss, alteration, or corruption of any software, data, or files, unless caused by our gross negligence or wilful misconduct.

8. Will I be charged for using the Virgin Smart Home Help service?

Calling the Virgin Smart Home Help service line is free of charge when calling the contact number from your device inside the UK.

9. Cancelling the service

We can change these terms at any time and if we do so, we will tell you either by text, email, or post.

If any change may be to your disadvantage, we’ll tell you about it at least 30 days prior to the change taking effect. If you do not agree with any change, you can stop using the Virgin Smart Home Help service at any time. You don’t need to tell us if you’re going to do that.

Your right to access the Virgin Smart Home Help service will end:

  • 12 months after the purchase of your Smart Home device;
  • If we have a valid reason (such as if you don’t comply with these terms);
  • On 30 days’ notice if the product is withdrawn.  

10. How to complain

If you’re not happy with the service you can call us to complain at any time. See Section 3 for our contact details.

If we can’t resolve your complaint right away, we’ll email or write to you within 5 working days to outline our next steps. If the issue still isn’t resolved within two weeks, we’ll contact you again to keep you up to speed on what’s happening.

11. Applicable law and other terms

We can transfer our rights and responsibilities under these terms to third parties but you may not.

The law that applies to this contract will be the law of the part of the UK which you reside in.

All communications with you in relation to this contract will be in English.

Virgin Media has partnered with Asurion to provide all our customers using the Smart Home products free technical support (Smart Home Help) on the devices you purchased from Virgin Media. Asurion will be a data controller for this service. Please make sure you read their Privacy Policy below and understand how they use your personal data.

Last updated: 15 October 2020

We value privacy, especially yours

At Asurion, we understand the importance of protecting your privacy. We want you to understand what personal information (also known as personal data) we collect, why it is collected, how it is used, and other important information so that you are informed and there are no surprises.

This policy is incorporated as part of the terms of any agreement that you have with Asurion that applies to your use of the services.

If you do not agree to the terms of this policy, please do not use our services or provide any personal information.

If you fail to provide certain information when requested, we may not be able to provide the services you have contracted for such as processing a claim

Data Controller

The controller of your personal information is Asurion Soluto Europe Limited with its registered offices at Vantage London, Great West Road, Brentford TW8 9AG ("Asurion").

Asurion is registered with the Information Commissioners Office as a Data Controller (number ZA215099).

Why we collect your personal information and the purpose of processing

Personal information we collect when you use our services is needed for the following purposes:

Contract: fulfill a service to you, to communicate with you, process enrollments or subscriptions, bill and collect, process cancellations and refunds, provide technical support or customer service to you, and administer your account.

Legitimate interests: for maintaining our books and records, maintaining security and integrity, monitoring use and performance, quality assurance, fraud detection and prevention, and product improvement and development.

Comply with legal requirements: to notify you as required by law in the event of a breach regarding the security of your personal data. We also use your personal information to comply with any other relevant UK or EU legal requirements.

Where to turn with questions

Please contact our Data Protection Officer by postal mail or email anytime.

Asurion

Attn: EU Data Protection Officer

c/o Office of the General Counsel

648 Grassmere Park

Nashville, TN, USA 37211

privacy@asurion.com

What’s covered by this policy

Any Asurion-affiliated site or service(s) that links to this policy

This Policy does not cover and we are not responsible for third-party sites or applications that may be linked from our sites; linking to them does not imply an endorsement. We are not responsible for these sites or applications or any information they may collect. You should always review the privacy policy of any third-party site or application.

Personal information we collect

When you use our services, we may collect the below types of personal information:

  • Name;
  • Mailing address;
  • Email address;
  • Mobile phone number;
  • Information that identifies your device, such as an International Mobile Equipment Identity (“IMEI”) or device serial number;
  • Information about your device, such as device model, or related to your choice of settings for your device;
  • Information about your Wi-Fi network (e.g., location of your device in relation to the router) or the name of your internet service provider;
  • Any other information that you provide as part of our fulfillment of services to you;
  • Information provided by your mobile network provider in respect of our service;
  • Information collected after obtaining your permission;
  • Other information that personally identifies you or is linked or linkable to you.

Asurion also gathers certain information about the use of Asurion’s services that may help Asurion improve the customer experience, mitigate fraudulent activity, and comply with legal requirements. Such information may include, but is not limited to the following:

Log information

When you visit Asurion’s sites or use our services we automatically collect and store certain information in our server logs. This type of information includes details of how you interacted with our services. It may include personal information such as: CallerID / ANI (Automatic Number Identification) information, transactions with IVR (Interactive Voice Response) systems, and activity and content of visitor interaction with call center representatives.

Third-party data sources

Asurion may leverage external data sources in order to provide context and background on the users of its services in order to improve customer experience, mitigate fraud or malicious activity, or comply with internal company and external regulatory requirements.

How we share your personal information

We will not use or disclose your personal information to third parties except as disclosed in this policy.

Asurion may transfer your personal information to:

Affiliated companies (i.e., companies that control, are controlled by, or are under common control) for one or more purposes described in this policy;

Non-affiliated companies that include telecommunication carriers, credit card payment processors, security services providers who send communications on our behalf and third parties providing services, supply chain logistics, data center operations, information technology, customer service and monitoring the quality assurance of customer service. These companies are required to comply with the principles set out in this policy and only use such personal information for the purposes for which it was provided to them;

A third-party, in the event of a proposed or actual purchase, sale (including a liquidation, realisation, foreclosure or repossession), lease, merger, amalgamation or any other type of acquisition, disposal, transfer, conveyance or financing of all or any portion of its business or of any assets or shares of our business or a division thereof in order for you to continue to receive the same or similar products and services from the third-party. In these circumstances, personal information may be shared with the actual or prospective purchasers or assignees, or with the newly acquired business.

Asurion may also disclose your information to law enforcement and service providers that are engaged by us for the purposes of:

  • Complying with the law and/or legal process in which a formal request has been made (e.g. request from an administrative oversight agency, civil suit, subpoena, court order or judicial or administrative proceeding);
  • Defending our rights and/or property or the rights and property of others;
  • Enforcing our Terms of Use and/or this policy;
  • Responding to claims that the content(s) of a communication violates the rights of another; and
  • Detecting, preventing or otherwise addressing fraud, security, or technical issues.

How long we keep your personal information

To determine the appropriate retention period for personal information before we securely destroy it, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and the applicable legal requirements.

In some circumstances we may anonymise your personal information so that it can no longer be associated with you, in which case we may use such information without further notice to you.

How you are notified if the policy changes

We may change this policy from time to time. If we do, we will post the updated policy with the last revised date. Your continued use of the site, product or service means that you consent to the updates. You should periodically read the policy to understand our privacy practices. If we make material changes to this policy, then we will notify you in the site, product or service and seek your explicit consent where required. 

How we will communicate with you

We will communicate with you by SMS, email or in writing using your given contact details. We will also send certain communications by SMS to the mobile number associated with your airtime contract.

Individuals under the age of 18

Our services are not directed to, and we do not knowingly collect personal information from, individuals under the age of 18. If an individual under the age of 18 is accessing services without your consent, please contact us per the Where to turn with questions section of this policy so that we can remove any associated personal information.

Transferring personal information from the EU

Personal information we collect from you may be processed by Asurion and third-parties in the United States and other countries and used consistent with your relationship with Asurion and the purposes and practices described in this policy.

Personal information will only be transferred to locations outside of the UK and the EU where permissible legal structures exist or where the country is deemed “adequate” by the EU Commission.

Security of your personal information

We have put in place technical and organisational measures designed to provide appropriate levels of security for your personal data. Reasonable administrative, logical, and physical controls are in place to prevent your personal information from being accidentally lost, used, or accessed in unauthorized ways.

Accuracy of personal information and your individual rights

While we take various steps to ensure the accuracy and completeness of your personal information, we rely upon you to provide accurate and complete personal information when interacting with us.

Your rights in connection with your personal information

Under certain circumstances, by law you have the right to:

  • Request access to your personal information (commonly known as a ‘data subject access request’). This enables you to receive a copy of the personal information we hold about you.
  • Request correction of any incomplete or inaccurate personal information that we hold about you.
  • Request erasure of your personal information when there is no need for us continuing to process it or you have exercised your right to object to processing (see below).
  • Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground.
  • Request the restriction of processing of your personal information to suspend the processing, for example if you want us to verify its accuracy or the reason for processing it.
  • Request the transfer of your personal information to another party.

If you want to exercise any of these rights, please contact the Data Protection Officer in writing per the Where to turn with questions section of this policy. Valid requests will be honored within 30 calendar days of request. This 30-day period may be extended for another 2 months for complex requests upon notifying you of the reasons for the extension. Any such requests should be submitted to the Data Protection Officer.

You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances. In addition, there may be requests that we cannot process because of other EU legal requirements.  If a request is denied, we will notify of the reason.

We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal information is not disclosed to any person who has no right to receive it.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office or other EU supervisory authority. However, if you have a complaint regarding the processing of your personal information we request that you first contact the Asurion Data Protection Officer as indicated in the Where to turn with questions section of this policy and we will reply promptly.

APEC participation

The Asurion privacy practices, described in this policy, comply with the APEC Cross Border Privacy Rules System. The APEC CBPR system provides a framework for organisations to ensure protection of personal information transferred among participating APEC economies. More information about the APEC framework can be found here. To learn more about our APEC CBPR Certification click  here

Terms and Conditions

Virgin Media Smart Home bundle: includes a Nest Hello Doorbell and a Nest Hub (7 inch screen). Freestyle monthly price includes 36 month handset plan (18 month plans also available – see virginmedia.co.uk) at £11 a month plus 30 day rolling airtime plan for data usage which is zero rated.

Virgin Media Smart Home Pro bundle: Includes Nest Hello Doorbell, Nest Hub Max (10 inch screen, 6.5 megapixel camera), Nest Indoor Cam and Nest Outdoor Cam. Freestyle monthly price includes 36 month handset plan (18 month plans also available – see virginmedia.co.uk) at £21 a month plus 30 day rolling airtime plan for data usage which is zero rated.

Virgin Media Smart Home Pro Max bundle: Includes Nest Hello Doorbell, Nest Hub Max (10 inch screen, 6.5 megapixel camera), 2 x Nest Indoor Cam and 2 x Nest Outdoor Cam. Freestyle monthly price includes 36 month handset plan (18 month plans also available – see virginmedia.co.uk) at £28 a month plus 30 day rolling airtime plan for data usage which is zero rated.

Freestyle Contracts: Based on 36  or 18 month interest free Consumer Credit Agreement for handsets provided by Virgin Media Mobile Finance Limited and a 30 day rolling Pay Monthly Airtime Contract with Virgin Mobile Telecoms Limited. 24 month plans also available – see website for prices. You must pay off your loan in full to upgrade. 0% APR Representative. Alternatively pay cash for your device & take a Pay Monthly Airtime Contract only. Virgin Media Mobile Finance Limited is authorised & regulated by the FCA. Credit check & payment by Direct Debit required.



The legal stuff

Your price won’t increase during the minimum period except for broadband only packages.

New customers only. SERVICES ONLY AVAILABLE IN VIRGIN MEDIA NETWORK AREAS. Subject to survey, network capacity and credit check. A minimum period applies to the services, please check basket for details.

What’s a minimum period? When you take any services from us you’ll be committing to taking that service for a minimum amount of time (e.g. 18 months). We call this a minimum period, minimum term or minimum commitment period but they mean the same thing. Please check your basket for details of the minimum period that applies to the services you have chosen.

What if I cancel or move home? If you cancel during the minimum period, you may need to pay an early disconnection fee, including when you move to a property outside of the Virgin Media Network area – this is because you’ll be asking to cancel your services early. The Virgin Media network does not cover all of the UK – please use our post code checker here to check availability. You can find more details on the early disconnection fee and process by visiting the Legal Stuff section of the website here.  For the full terms and conditions please click here.


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*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.