(Q2375)
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Statements
The second URL is for former customers and does not require customer login.
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my generic details
When you apply for and/or purchase our products or services, create an online account, or contact us with queries we’ll ask you to give us, where necessary, your generic details (i.e. name, surname, date of birth)
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When you apply for and/or purchase our products or services, create an online account, or contact us with queries we’ll ask you to give us, where necessary, your contact details (i.e. address, email, phone number)
Here’s a glossary of data types: Contact details - name, date of birth, ID or passport number, social security number, passwords, address, telephone number, email address, gender, nationality, language, delivery details.
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financial details
When you apply for and/or purchase our products or services, create an online account, or contact us with queries we’ll ask you to give us, where necessary, your financial details (i.e. bank account, payment method, credit card number)
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my communications with Virgin Media
When you talk to us on the phone, email, communicate via electronic messaging (such as SMS, MMS or live chat tools), write to us or visit us in our retail stores. [sic]
We may also monitor, record, store and use the communications we have directly with you to improve the quality of our customer service and/or for training, operational and compliance purposes
The first policy excerpt bullet above which was found under 'information you give us' is incomplete in their privacy policy. It says *when* information is collected but does not identify *what* information is collected in this circumstance. The second excerpt is from elsewhere in the policy.
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In customer surveys from time to time, to help us provide you with improved products and services, we might ask you to fill in a questionnaire, just so you can let us know how we're doing. When sending you a questionnaire we’ll ask you to provide us with the following information: name, account number, email address, telephone number
information I have provided in questionnaires
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When you visit this website, we’ll use cookies (which are stored on your device(s) – your laptop, mobile phone, tablet etc.) to collect information about your use of our online services (The virginmedia.com website and My Virgin Media account).
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call data
When you use Virgin Media services (such as our Broadband, home phone lines, mobile phone lines) we collect information about your use of those services, including call data (i.e. your telephone number, inbound / outbound caller number, time and duration of the call, your device details).
Here’s a glossary of data types: Telephony data - your telephone number, the phone numbers that you call and send messages to, time and duration of the call, geo-location data, device details (hardware model, operating system version, IMEI), amount of data used.
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service usage data and Internet data
When you use Virgin Media services (such as our Broadband, TV, home phone lines, mobile phone lines, Virgin Red, Virgin Store, apps such as Virgin TV Go and Virgin TV Control and other apps such as Netflix), we collect data on your usage of those services (i.e. frequency, time, location and duration of service usage, data traffic (internet / minutes / SMS) used per month)
Here’s a glossary of data types: Internet data - amount of data used, time duration of the session, device, IP/MAC address, the websites you visit.
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When you use Virgin Media services (such as our Broadband, TV, home phone lines, mobile phone lines, Virgin Red, Virgin Store, apps such as Virgin TV Go and Virgin TV Control and other apps such as Netflix), we collect information about your use of those services including billing data (your financial details, bills and its components)
which may be used to validate your state of residence is the UK, for the purposes of providing you with access to UK-only online content while you are temporarily visiting another EU member state.
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payment data
When you use Virgin Media services (such as our Broadband, TV, home phone lines, mobile phone lines, Virgin Red, Virgin Store, apps such as Virgin TV Go and Virgin TV Control and other apps such as Netflix), we collect information about your use of those services including payment and transaction data.
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transaction data
When you use Virgin Media services (such as our Broadband, TV, home phone lines, mobile phone lines, Virgin Red, Virgin Store, apps such as Virgin TV Go and Virgin TV Control and other apps such as Netflix), we collect information about your use of those services including payment and transaction data.
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When you use Virgin Media services (such as our Broadband, TV, home phone lines, mobile phone lines, Virgin Red, Virgin Store, apps such as Virgin TV Go and Virgin TV Control and other apps such as Netflix), we collect information about your use of those services including your television viewing data (shows and ads you’ve watched through video on demand, use of Virgin Media services...)
Here’s a glossary of data types: Television data - Programs you view, use of our services (e.g. Replay), technical data such as time and duration of watched content, the quality of the connection, the model and service number of your set top box, software version used, smartcard ID, and level of the service package.
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technical data on my television viewing
When you use Virgin Media services (such as our Broadband, TV, home phone lines, mobile phone lines, Virgin Red, Virgin Store, apps such as Virgin TV Go and Virgin TV Control and other apps such as Netflix), we collect information about your use of those services including
technical data such as time and duration of watched content, information on the content recorded/watched, MAC/IP address, the quality of the connection, the model and service number of your set top box)
Here’s a glossary of data types: Television data - Programs you view, use of our services (e.g. Replay), technical data such as time and duration of watched content, the quality of the connection, the model and service number of your set top box, software version used, smartcard ID, and level of the service package
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audio files from use of voice search functionality on Virgin TV Go
When you use Virgin Media services (such as our Broadband, TV, home phone lines, mobile phone lines, Virgin Red, Virgin Store, apps such as Virgin TV Go and Virgin TV Control and other apps such as Netflix), we collect information about your use of those services including
audio files if you use the voice search functionality on your Virgin TV Go application, so we can tune and improve speech recognition for your application will learn to understand you.
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interactive data and data collected in Virgin Media website and apps
When you use Virgin Media services (such as our Broadband, TV, home phone lines, mobile phone lines, Virgin Red, Virgin Store, apps such as Virgin TV Go and Virgin TV Control and other apps such as Netflix), we collect information about your use of those services including interactive data (apps usage data, websites usage / visits data)
Here’s a glossary of data types: Data collected in our website - when you log into our website we collect the time and duration of the session, pages visited, campaign attributes, transaction details and technical details (IP/MAC address, operating system and browser type)
Here’s a glossary of data types: Data from our apps - we keep record of whether or not and how often you use the apps we present to you in the set top box menu.
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device data
When you use Virgin Media services (such as our Broadband, TV, home phone lines, mobile phone lines, Virgin Red, Virgin Store, apps such as Virgin TV Go and Virgin TV Control and other apps such as Netflix), we collect information about your use of those services including
device data (IP address, device make and manufacturer, browser information and other similar identifying information required from your devices to communicate with websites and applications on the internet)
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We may supplement the information that we collect from you and about your use of the services as described above, with information that we receive from third parties. This may include data we collect from other members of your household.
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data received when someone refers me
We may supplement the information that we collect from you and about your use of the services as described above, with information that we receive from third parties. This may include data we receive when someone refers you for our products and services
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data that I have given other organisations permission to share with you
We may supplement the information that we collect from you and about your use of the services as described above, with information that we receive from third parties.This may include data from other organisations who have obtained your permission to share information about you with us.
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information from reporting agencies, such as credit reference agencies
We may supplement the information that we collect from you and about your use of the services as described above, with information that we receive from third parties.This may include information we get from reporting agencies, such as credit reference agencies
They give us information about your financial history so we can assess creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity. We’ll continue to exchange information about you with credit reference agencies on an ongoing basis, including about your settled accounts and any debts not fully repaid on time
Credit reference agencies will share your information with other organisations. Your data will also be linked to the data of your spouse, any joint applicants or other financial associates.
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information from companies or individuals that introduce me to Virgin Media
Here are a few places third party data comes from: Companies or individuals that introduce you to us.
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information from Fraud Prevention Agencies
Here are a few places third party data comes from: Fraud Prevention Agencies
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information from Market Researchers
Here are a few places third party data comes from: Market Researchers
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information from public information sources such as the electoral roll
Here are a few places third party data comes from: Public Information sources such as the electoral roll.
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information about when I applied for or bought something from Virgin Media
Your info helped us do things like tell you about programmes, services and offers we think you’ll love. We collected your details in the following ways: When you applied for or bought something from us.
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Customer Care data
Here’s a glossary of data types: Customer Care data - your support requests and the details required to resolve them. The time and duration of the call and the solution applied. We may also record your call to the service desk.
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account data
Here’s a glossary of data types: Account data - Customer ID, payment method, bank account, credit card number (if applicable to your subscriptions), billing address, product subscriptions, segment, products purchased through any of our channels, as well as the transaction details. Your credit rating information (acquired from credit rating agencies).
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Here’s a glossary of data types: Personalised TV service - If you have one of our latest Set Top Boxes, we use your data to provide a personalised TV service that helps you remember your favorite shows, your most watched channels, most used apps and we may also recommend new ones suited to your taste, according to your viewing history.
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Here’s a glossary of data types: Home content data - if you have activated the home network setup wizard, we will have a list of stored video, music and photo files.Home content data: if you have activated the home network setup wizard, we will have a list of stored video, music and photo files.
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Here’s a glossary of data types: Email data: if you use our e-mail services we collect technical data and the email addresses of the sender and receiver.
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Here’s a glossary of data types: Data collected in our stores - We retain information related to the purchase of a product or service in our stores.
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data about any directory listing you have published for me (and my associated consent)
Here’s a glossary of data types: Directories - We will publish your name, address and telephone number in case you have given your consent to be included in the public directories.
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