GDPR & You.

The data protection laws have changed since 25th May 2018 and that’s great news for you. It means you now have more control over your personal information, and businesses must be clearer on how they collect and use it. When it comes to your information, it helps to stay informed. We’ve outlined 8 key rights under the GDPR below to bring you up to speed.


Frequently asked questions


GDPR is a new law on data protection and privacy that gives control over your personal information back to you. If you want to find out more about what it means to you, the Data Protection Commissioner website is a good source, you can find it here.


At Virgin Media we value your privacy and want to be clear about the data we collect, how we use it and your rights to control that information. We are working to deliver these changes and give you an even better experience. This is why we have updated our privacy policy and we are working on new ways for you to manage your data. Some of these experiences will be evolving over the coming months as we continue to improve how we deliver these to our customers.


Your info helps us deliver the products and services you have with Virgin Media and to do things like tell you about programmes, offers and things we think you’ll love. We collect your details in many ways, such as:


  • When you apply for or buy something from us.
  • When you talk to us on the phone, by email, or via electronic messaging (such as SMS, MMS or live chat tools), and when you write to us or visit us in our retail stores.
  • When you fill in a questionnaire.
  • When you use our products and services.
  • When you visit our website.


You can find more information in our updated privacy policy (It’s quite detailed, so you might want to
make yourself a cuppa first.)  


It’s no biggie – your information simply goes towards bringing you a better service. We use your data for things like:


  • Bringing you products and services and sending you your monthly bill.
  • To make sure our products and services are working as they should be.
  • Telling you about the things we think you may love from Virgin Media.
  • Delivering your orders so you get your goodies as quickly as possible.
  • Giving you exclusive access to our online services like My Virgin Media.
  • Responding quickly to your queries or complaints.


Sometimes we share your information with other parties, just so we can make your experience even better. To find out more, please read our privacy policy.


You’ve trusted us with your details, so it’s your right to have access to clear, easy to understand information about them. If any details are inaccurate you’ve got the right to have them corrected. You'll find more about your new data rights and how to exercise them in the section above.


To find out more, check out our updated privacy policy and our cookie policy


You can contact us about your rights by submitting a request in the forms you'll find here.  


If you have another query, our customer service team will be happy to help. Call 1908 to speak to one of our dedicated customer care agents. You can also contact our Data Protection Officer at:  


Data Protection Officer

Virgin Media, P2, East Point Business Park, Clontarf Road, North Dock, Dublin 3.





Privacy statement



A. We care about your privacy


At Virgin Media we’re committed to protecting your privacy, so we follow data protection and privacy regulations. This privacy statement will hopefully help you with understanding how we collect and process your information, when you use our product and services. This statement applies to all customers, future customers and other persons who engage with us. We will follow our full Privacy Policy when we collect and use your information.


B. Information we collect


To provide better services to you, we collect contact details, account details, web data and other information. We’ll never ask you for sensitive data. See our full Privacy Policy for more details.


C. How we use your information


  1. We use your information for lots of reasons such as delivering your services, telling you what’s new, handling your queries and sending your bill.
  2. We build your customer profile to improve our products and services and bring you a more tailored, personalised experience so you can get the most out of our services. This includes collecting information through cookie type technologies. You can read our Cookie Policy for further information.
  3. We may use your information to personalise the ads you see online and on TV. We may also use third party companies to help present personalised advertisements or content and they have their own privacy policies for using of your information.
  4. If you agree to receive marketing information, we send you the latest info on new products and services, for example by email, SMS or post. You can opt out of these at any time by calling our Customer Service free of charge on 1908 or contact us through our online channels. You may also opt out in the channel, for example, click ‘unsubscribe’ in our email or text ‘stop’ in a telephone message. Sometimes we contact you about products and services which are similar to those you bought from us before. We are a ‘triple play company’ (mobile/fixed phone, broadband and TV services) so we may contact you on one or all of these products and services. You can opt out at any time if you do not wish to be contacted. Our information could be general as well as tailored based on your interests and preferences. See our full Privacy Policy for more details.
  5. We need to store some of your information for legal reasons. We may be required by law to share provide your information to competent authorities such as law enforcement authorities, in certain circumstances. We also have to collect and use your information for reasons such as prevention and detection of illegal activities. See our full Privacy Policy for more details.
  6. We may use your data to compile statistics for many reasons, such as understanding customer viewing preferences and business planning. See our full Privacy Policy for more details.

D. We work very hard to protect your privacy and have taken key steps in protecting it. We have various technical and operational solutions, including using password protection, encryption, firewalls, intrusion detection and access controls.


E. We can only use your information in ways which are permitted by law. Legal reasons to use and collect your information could be, for example, our contract with you to sell you our products or services, your consent, or legal reasons. See our full Privacy Policy for more details.


F. We only keep your information for as long as we need to, in line with any legal requirements we are required to meet. Where you agreed to receive electronic marketing messages from us, the consent will be valid for 12 months after you received your last email or SMS from us. You can opt out at any time You can opt out of these at any time by calling our Customer Service free of charge on 1908 or contact us through our online channels. You may also opt out in the channel, for example, click ‘unsubscribe’ in our email or text ‘stop’ in a telephone message. See our full Privacy Policy for more details.


G. Your communications are confidential. We may process metadata (information processed to deliver the communications), but we never access any content of your calls, emails, internet or app, browsing except in our own communications with you. See our full Privacy Policy for more details.


H. We share your information with trusted third parties including service providers, customer care, IT services and financial services. We may share your information with a national regulator or other statutory bodies. We are also part of a group of companies (Liberty Global Group). Where we transfer information outside the European Economic Area (EEA), we use approved legal mechanisms for data transfers. See our full Privacy Policy for more details.


I. Know your rights. You have 8 key rights under the GDPR, such as:


- Access to your information

- Rectifying your information

- Erasing your information

- Portability

- Restriction of Processing

- Object to Processing

- Rights concerning Automated Decisions


You can exercise your rights by submitting a request in the form you'll find here. We will consider your request upon receipt and reply to you within 30 days. While some of these rights apply generally, certain rights apply only in certain limited cases.


J. As the controller of your information, Virgin Media is here to answer any queries about your data via our Data Protection Officer. You can contact us at:


Virgin Media Ireland Limited

Macken House,

39/40 Mayor Street Upper,

Dublin 1

D01 C9W8



Our Data Protection Officer:

Data Protection Officer

Virgin Media Ireland Limited

Macken House,

39/40 Mayor Street Upper,

Dublin 1

D01 C9W8



Where you wish to complain, we would like to hear about it so we can consider it and try to make things right.


You can also lodge a complaint with the Office of the Data Protection Commission:


Data Protection Commission,

Canal House,

Station Road,

R32 AP23 Co. Laois


+353 57 8684800 | +353 (0)761 104 800

Lo Call Number    1890 252 231     


See our full Privacy Policy for more details.