Our privacy policy and your data

At Virgin Media, we take the safeguarding of your information very seriously. One of the ways we do this is by adhering to the requirements of UK data protection legislation, and this has changed as part of the General Data Protection Regulation (GDPR for short) in force from 2018.

This means we’ve made some changes to our privacy policy, and we want to make sure you understand what these changes mean for you.

Before we get started, here’s a few things to keep in mind. When we talk about ‘you’ or ‘your’ we mean the person who is the registered account holder on vmconnected.co.uk.

Where we talk about Virgin Media we mean these three companies that provide our products and services that include broadband, TV, landline and mobile services and/or products.

Virgin Media will be the Controller of the information that you provide to us, and that we collect about you when you use our online services. We’ll also collect information when we provide you with, or answer questions about, our products and services. Our contact details are set out below.

This Privacy Policy gives you detailed information on when and why we collect your information, how we use it, and how we keep it secure.  Please take a moment to read it so you know what choices and rights you have about the information we may ask you for or collect about you. This policy may change from time to time so it's a good idea to come back and read through it every now and then. If there’s a significant change to the policy, we’ll let you know straight away. So, let’s get into it.


What are my rights when it comes to my information?

Here we’ll explain the rights you have regarding your information:


What does this mean?

1.      The right to be informed

You have the right to be provided with clear, transparent and easily understandable information about how we use your information and your rights. This is why we’re providing you with the information in this Privacy Policy.

2.      The right of access

You’re welcome to ask us what information we have about you, any time you like.

You have the right to obtain access to your information (if we’re processing it), and certain other information (similar to that provided in this Privacy Policy).

This is so you’re aware and can check that we’re using your information in accordance with data protection law.

We won’t charge for this and we’ll do our best to get details back within 30 days.

Check out the Contacting Us section if you want to find out how to get access to your information.

3.      The right to rectification

You’re entitled to have your information corrected if it’s inaccurate or incomplete. Just let us know where to make the changes!

4.      The right to erasure

This is also known as ‘the right to be forgotten’ and, in simple terms, enables you to request the deletion or removal of your information where there’s no compelling reason for us to keep using it. This is not a general right to erasure; there are exceptions.

5.      The right to restrict processing

You have rights to ‘block’ or suppress further use of your information. When processing is restricted, we can still store your information, but may not use it further. We keep lists of people who have asked for further use of their information to be ‘blocked’ to make sure the restriction is respected in future.

6.      The right to data portability

You have rights to obtain and reuse your personal data for your own purposes across different services. e.g. if you decide to switch to a new provider, this enables you to move, copy or transfer your relevant information easily between our IT systems and theirs safely and securely, without affecting its usability, such as your name and address.

7.      The right to object

You have the right to object to certain types of processing, including processing for direct marketing (which we would only do with your consent).


How do you protect my information? 

The security of your information is really important to us. Any information sent to us is protected using robust security methods. The methods we use are industry-standard ensuring data is safeguarded whilst being sent over unprotected communications paths such as the internet. When it reaches us, we store it securely and only provide access to it by those authorised. Although we safeguard your personal information once received, Virgin Media cannot guarantee the safety of any personal information you transmit to us using online methods.

Our security measures include:


o   Encryption of data where appropriate

o   Regular penetration testing of systems

o   Security controls which protect the entire Virgin Media Information Technology infrastructure from external attack and unauthorised access

o   Regular cyber security assessments of all service providers who may handle your personal data

o   Regular scenario planning and crisis management exercises to ensure we are ready to respond to cyber security attacks and data security incidents

o   Internal policies setting out our data security approach

o   Training for employees on security and privacy


We’ll never ask you for your Virgin Media identification, on-line passwords or PIN numbers directly associated with your Virgin Media account in any unsolicited phone calls or unsolicited emails. In accordance with our Terms and Conditions, you’re responsible for keeping your password and PIN secure and we very strongly recommend you do not disclose them to anyone (unless you wish to authorise them to access your account and potentially incur charges on your account).


Who do you share my information with? 

Sometimes we’ll need to share the information we hold about you with others. We provide information about you:

o   To our employees so they can administer, and deal with any questions or complaints you’ve got about your account with us and/or the products and services provided to you by Virgin Media now or in the future


o   We may use aggregate information and statistics for the purposes of monitoring usage of our services in order to help us develop our services, and may provide such aggregate information to third parties, for example, content partners and advertisers. These statistics do not include information that can be used to identify any individual.


o   We may share your information to comply with legal and regulatory obligations to protect or enforce our rights or that of a third party such as analysing activity on our network to help block unauthorised or illegal content access or publication; for the purpose of protecting vital interests, national security, statutory obligations or responding to requests from courts and enforcement authorities


Contact Us

If you have and questions or queries at all or want to make a data request please email us at: