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Hello,
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We are very sorry to have to inform you that we recently became aware that some of your personal
information, stored on one of our databases has been accessed without permission. Our
investigation is ongoing but we currently understand that the database was accessible from at least
19 April 2019 and that the information has been recently accessed.
To reassure you, the database did NOT include any of your passwords or financial details, such as
bank account number or credit card information.
The database was used to manage information about our existing and potential customers in
relation to some of our marketing activities. This included: contact details (such as name, home and
email address and phone numbers), technical and product information, including any requests you
may have made to us using forms on our website. In a very small number of cases, it included date
of birth. Please note that this is all of the types of information in the database, but not all of this
information may have related to you.
We take our responsibility to protect your personal information seriously. We know what happened,
why it happened and as soon as we became aware we immediately shut down access to the
database and launched a full independent forensic investigation. We have also informed the
Information Commissioner’s Office.
Given the nature of the information involved, there is a risk you might be targeted for phishing
attempts, fraud or nuisance marketing communications. We understand that you will be concerned
so we are writing to everybody affected to provide reassurance, guidance and support. We have put
all of the latest information on our website https://www.virginmedia.com/help/data-incident, including
some advice on how to stay safe online, such as:
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Advice from the Information Commissioner's Office on how you can avoid or report nuisance
marketing calls, emails and texts (https://ico.org.uk/)
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How you can protect yourself from the risk of identity theft (which is when someone uses
someone else’s personal information to obtain goods, services or money without
permission) and other types of fraud. The Information Commissioner’s Office has
information online here https://ico.org.uk/your-data-matters/identity-theft/
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Although no financial, banking details or account passwords were accessed, it is always a good idea
to make sure that your passwords are strong and not easy to guess. There is some advice here on
how to set a strong password https://www.virginmedia.com/help/how-to-create-a-strong-password.
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If having read this email and visited our website you still have questions, you can contact us on 0800
052 2621, but please be aware our customer service advisors do not have any further information at
this stage.
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| Once again, we sincerely apologise for what has happened. |
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| Lutz Schueler |
| CEO, Virgin Media |
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