Terms and conditions
At Virgin Media, we look after your details carefully. We adhere strictly to the requirements of the UK Data Protection Act 1998 and we're also registered on the public register of data controllers which is looked after by the Information Commissioner.
Information we collect
This is what we normally collect about you to help us provide you with our services, and improve them even more, where we can:
- Name, address, email, telephone number, payment details and service details;
- Information collected using cookies stored on your device(s) about your use of our online services and third party online services;
- Information about your use of Virgin Media services, including call, usage, billing, viewing and interactive data;
- Other data, from time to time, to help us provide you with improved products and services, for example now and again we might ask you to fill in a questionnaire, just so you can let us know how we're doing.
For our TiVo TV service:
Information about your usage and viewing, for example:
- The types of programmes you watch;
- How you use the television services, e.g. pausing, fast-forwarding or rewinding programmes;
- Whether you save programmes to watch later;
- Whether you tend to skip the adverts, watch programmes on demand and your purchasing preferences for example, responding to advertisements or promotions.
We may supplement the information that we collect from you and about your use of the services with information that we receive from third parties. This may include, for example, data we collect from other members of your household or information we receive from content providers (for example, information about your use of BBC iPlayer via our TiVo service so that we can personalise your TiVo service and recommend programmes you might like).
Using your information
Collecting this information helps us better understand what you need from us. We use it to offer you products and services that we think will suit you down to the ground and attempt to improve your browsing and shopping experience with us. The main uses of your data are:
- To help provide your services;
- To provide you with service information and updates;
- To provide access to privileged areas of our online services;
- To administer contests and competitions and personalise your visits to our online services;
- To enable us to review, develop and improve our products, services and special offers;
- To occasionally carry out market research;
- To profile your usage and viewing;
- To personalise your experience of the TiVo service based on your usage and viewing profile for example, recommending programmes you might enjoy, or tailoring advertising contained within our services so that it corresponds with your likely interests. We will not, however, use information about your use of BBC iPlayer on our TiVo service to personalise or tailor advertising;
- To send you details of products, services, special offers and rewards that we think will be of interest to you. However, we hate junk mail as much as you do so it's up to you to decide whether or not you want to receive this information;
- To improve and develop the services.
When you apply for or use Virgin Media's products and services, you agree to Virgin Media's Terms and Conditions. Our Terms and Conditions set out the purposes for which Virgin Media may use your personal information, and to whom it may be disclosed. Please refer to our Terms and Conditions for full details.
Where you use Virgin Media's Online Movie Service, which is provided by FilmFlex Movies Limited on our behalf, you agree to FilmFlex's terms and conditions which set out the purposes for which Virgin Media and FilmFlex may use your personal information. Please refer to FilmFlex's Terms and Conditions.
Disclosing your information
Here's when we may provide information about you:
- To employees and agents of Virgin Media to deal with any accounts, products and services provided to you by Virgin Media or our group companies now or in the future.
- With your agreement, to other Virgin companies (e.g. Virgin Atlantic), whose products and services may be of interest to you.
- To search the files of a credit reference agency, which will keep a record of that search, when you apply for service. Additionally, details of how you conduct your account may also be disclosed to the agency. This information may be used by other organisations in assessing applications from you and members of your household.
- 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.
We will not pass on your personal information to third parties except in accordance with this policy and our Terms and Conditions or where we are required to disclose that information in order to comply with any legal or regulatory requirements.
Protecting your information
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.
We will never ask you for your Virgin Media identification, authentication 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 are 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).
Accessing your information
You’re welcome to ask us what information we have about you, any time you like. If you need us to send it to you, just call our team 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone. If any of the details are incorrect, let us know and we’ll amend them right away.
Marketing our products and services
We will automatically contact you with regard to your services, for example, with updates to your services, service disruption messages or bill payments.
We may also, subject to your consent, use your personal information to contact you with information about special offers and rewards. Additionally, we may, subject to your consent, disclose your personal information to other Virgin companies so that they can contact you with information about their products and services. But don't worry, your details won't be shared with companies outside the Virgin group for marketing purposes without your consent.
If you have given us the consent referred to above, then from time to time, we may contact you by mail, telephone, email, other electronic messaging services (such as text, voice, sound or image messages including using automated calling systems) or fax with information about our products and services (including discounts and special offers).
If you wish to receive information and offers from us and you have not previously given us your consent, let us know by calling Customer Care or writing to us at PO Box 333, Virgin Media, Matrix Court, Swansea, SA7 9BB.
If you're already receiving information about special offers and rewards from us then don't worry, you don't need to do anything. We'll assume that you're happy to continue receiving information unless we hear from you.
However if you no longer wish to receive such information from us, please let us know by calling Customer Care or writing to us at PO Box 333, Virgin Media, Matrix Court, Swansea, SA7 9BB. Remember that if you say you do not wish to receive any promotional material from us, this will preclude you from receiving any of our special offers or promotions which may be of interest to you and we will not share your information with other Virgin companies for them to market to you. You can opt out of receiving marketing information from other Virgin companies at any time by contacting them directly.
Links from this site to other sites
Please be aware that our site may provide access to other web sites by linking to them. We are not responsible for the data policies (including data protection and cookies), content or security of these linked websites.
For queries regarding Virgin Media's services, please call our team on 0345 454 1111 or dial 150 from a Virgin Media phone line.
If you have any questions or concerns about our use of your personal information you should write to the address below:
Data Protection & Privacy
Bartley Wood Business Park
*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.
End User License Agreement
This end-user licence agreement (EULA) is a legal agreement between you (End-user or you) and Virgin Media Limited (Licensor, us or we) for the software product(s) which we may make available to you from time to time to enable you to use our television services, including the Virgin TV Anywhere service, and which may include software components, associated media and data, and any online or electronic documents (the App).
By downloading, installing, copying or otherwise using the App, you agree to the terms of this EULA which will bind you. If you do not agree to the terms of this EULA, we will not license the App to you and you must stop using the App and any television services which use the App.
From time to time updates to the App may be issued through the applicable App store. Depending on the update, you may not be able to use the Virgin TV Anywhere service until you have downloaded or streamed the latest version of the App and accepted any new terms.
You will be assumed to have obtained permission from the owners of the devices that are controlled, but not owned, by you and to download or stream a copy of the App onto the devices. You and they may be charged by your and their service providers for internet access on the devices. You accept responsibility in accordance with the terms of this EULA for the use of the App on or in relation to any device, whether or not it is owned by you.
You may download a copy of the App onto your device, and you may view, use and display the App on the devices for your personal purposes only. You agree not to use the App for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
You agree not to (and not assist any third party to): copy the App; rent, lease, sub-license, loan, translate, merge, adapt, vary or modify the App; make alterations to, or modifications of, the whole or any part of the App, or permit the App or any part of it to be combined with, or become incorporated in, any other programs; access the source code of the App, nor disassemble, decompile, reverse-engineer or create derivative works based on the whole or any part of the App or attempt to do any such thing to the App, to the extent such activities can be restricted by law; use the App to create any software product that can be used to create software applications of any kind; tamper with the App or circumvent any technology used by Virgin Media or its licensors to protect any content accessible through the Virgin TV Anywhere service; circumvent any territorial restrictions applied to the Virgin TV Anywhere service; use the App in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with this EULA, or the Terms and Conditions, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, including viruses, or harmful data, into the App, or any operating system; transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the App or the Virgin TV Anywhere service; use the App in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; or collect or harvest any information or data from our systems or attempt to decipher any transmissions to or from the servers running any Service.
The television channels, on-demand programmes, films, images, music, text, and other material (Content) made available via the App is owned by Virgin Media or its Licensors and your use of it is limited by our Terms and Conditions.
You acknowledge that all intellectual property rights in the App anywhere in the world belong to us or our licensors, that rights in the App are licensed (not sold) to you, and that you have no rights in, or to, the App other than the right to use it in accordance with the terms of this EULA. This App may include Microsoft PlayReadyTM content access technology to protect third party intellectual property, including Content. If one or more of your devices uses PlayReady technology to access PlayReady-protected content and/or WMDRM-protected content, and if the device fails to properly enforce restrictions on content usage, Content owners may require Microsoft to revoke the device’s ability to consume PlayReady-protected content. Revocation should not affect unprotected Content or content protected by other content access technologies. We may require you to upgrade PlayReady to access their Content. If you decline an upgrade, you will not be able to access Content that requires an upgrade. If any open-source software is included in the App, the terms of an open-source licence may override some of the terms of this EULA.
We may transfer our rights and obligations under this EULA to another organisation, but this will not affect your rights or our obligations under this EULA. You may not transfer your rights or obligations under this EULA to anyone else. This EULA is personal to you and no third party is entitled to benefit under the Licence Agreement except as set out here.
We reserve the right to use the App at any time to enforce this EULA and/or the Terms and Conditions with or without notice to you. The use of the App is at your own risk. The App is provided on an “as is” and “as available” basis. Except as required by law, Virgin Media gives no warranty, express or implied, as to the quality, content and availability or fitness for a specific purpose of the App.
In no event shall Virgin Media, its affiliates, directors, employees or licensors be liable for any direct, indirect, incidental, special or consequential damages (including but not limited to any loss of data, service interruption or computer failure) arising out your use of or inability to use the App or any errors, viruses or bugs contained in the App, even if you have advised us of the possibility of such loss. Your only right or remedy with respect to any problems or dissatisfaction you have with the App is to uninstall it or stop using it.
You agree to indemnify and hold Virgin Media and its officers, directors, employees and licensors harmless from any claim or demand (including but not limited to reasonable legal fees) made by a third party due to or arising out of or related to your breach of this EULA or your violation of any laws, regulations or third party rights in relation to your use of the App.
You may terminate this EULA at any time by uninstalling the App from your device.
We may terminate this EULA at any time by giving you one month's notice in writing and immediately if:
a. you breach any term of this EULA; or
b. if required by any of our licensors
If we fail to insist that you perform any of your obligations under this EULA, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
Each of the conditions of this EULA operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect.
This EULA is governed by English law.
Virgin Media's registered office is at Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UP.