Virgin Media's privacy policy


This is our privacy policy. It sets out how we collect, use and share your information, describes your rights and explains how you exercise them.

We sometimes make changes to our privacy policy to make sure it’s up to date, so come back for a read every now and then. We’ll let you know about any big changes.

Before we get started, here’s a few things to help you understand our privacy policy.

How we use your information

We respect your information and only use it for proper and/or lawful purposes to:

Certain scenarios where we think you might want more detail about how we use your information

How we collect your information

We collect your information in different ways.

Who we share your information with and why

Sometimes we’ll need to share the information we hold about you with others. We only share your information with other companies and organisations where we have a legal obligation to do so or otherwise where we’re satisfied that there’s a legitimate need to share the information, and that appropriate checks and suitable measures are in place to make sure the data is shared and protected in accordance with our data protection obligations.

How long we keep your information for

We collect and store your information safely and only for as long as we need it for the purposes we’ve explained in this privacy policy. Afterwards it’ll either be securely destroyed or anonymised.

When determining the relevant time periods we store information, we take into account the following factors:

  • Whether the purposes(s) for which we collected the information are still valid.
  • Any legal obligation(s) requiring information to be kept for certain periods of time.
  • Unless you ask us not to, we store your generic details (i.e. name, surname, contact details) for up to two years after you stop being our customer, to contact you just in case you change your mind.
  • Potential or active disputes or regulatory proceedings.
  • Guidelines issued by the Information Commissioner’s Office.

Your rights in relation to your information and how to exercise them

You have various rights in relation to your information.

How to contact us

Complaints

If you’d like to make a complaint about how we use your information, please contact us HERE and we’ll do our best to help. If you aren’t satisfied with our response to your question or concern, or believe our processing of your information doesn’t comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO) at https://ico.org.uk/global/contact-us/.

Contacting us

For queries about Virgin Media's services, please call our team on 0345 454 1111* or dial 150 from a Virgin Media phone line. If you’re a Virgin Mobile customer, dial 789 from your Virgin Mobile phone, or 0345 6000 789* from any other phone. If you have any queries or comments about this privacy notice, please write to Data Protection Officer, Virgin Media Limited, 500 Brook Drive, Green Park, Reading. RG2 6UU or contact Virgin Media’s Data Protection Officer by emailing dpo@virginmedia.co.uk

Where you’ve got access to Virgin Media products and/or services but you’re not the account holder, Virgin Media will need contact to be made and/or authorised via the account holder. We don’t want to share information with anyone unless we know who they are and this can be difficult without proof. Please be assured we’re acting in your best interests.

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

Version 1.4

Last updated 28 June 2022