Hi,
well, I’m going to wait, and see, what ICO says.
And if I don’t get a monitary compensation, that I’m happy with, from
eighter Virgin or ICO.
Then I’m going to contact you back, about this case, I thought.
Thanks for the reply!
Best regards,
Erik Ribsskog
On Wed, Aug 27, 2014 at 12:00 PM, CISAS <CISAS@idrs.ltd.uk> wrote:
> Dear Mr Ribsskog,
>
>
>
> We acknowledge receipt of your email. You are free to make an application to
> CISAS as long as your complaint meets the validity criteria.
>
>
>
> We hope you are able to settle this matter directly with the company as soon
> as possible.
>
>
>
>
>
> Yours sincerely
>
>
>
> CISAS
>
> www.cisas.org.uk
>
>
>
>
>
>
>
> —–Original Message—–
> From: Erik Ribsskog [mailto:eribsskog@gmail.com]
> Sent: 23 August 2014 01:50
> To: CISAS
> Cc: post; Legal LSC; she; Politikk Høyre; Akademikerforbundet; LHT Customer
> Service; Runcorn Office; Info; Bjørn Ribsskog; admin; ITCGM- Norwegian
> Consulate; hv-02.kontakt; anne-kathrine.skodvin; post@nav.no;
> steve.rotheram.mp; complaint.info;
> rcjchancery.judgeslisting@hmcts.gsi.gov.uk
> Subject: Re: Ofcom reference: 1-266978842
>
>
>
> Hi,
>
>
>
> thank you for your e-mail!
>
>
>
> This case is now with ICO, (casework@ico.org.uk), so I guess, that we
>
> should perhaps wait for them, to finish with their case-work, before I
>
> e.g. escalate to you.
>
>
>
> I hope this is alright!
>
>
>
> Best regards,
>
>
>
> Erik Ribsskog
>
>
>
> PS.
>
>
>
> Here is more about this:
>
>
>
> ‘Erik Ribsskog
>
> ________________________________
>
> Response from ICO regarding Virgin Media[Ref. RFA0550287]
>
> ________________________________
>
> Erik Ribsskog Sat, Aug 23, 2014 at 12:05 AM
>
> To: casework@ico.org.uk
>
> Cc: rcjchancery.judgeslisting@hmcts.gsi.gov.uk
>
> Bcc: post , Legal LSC , she , Politikk Høyre , Akademikerforbundet ,
>
> LHT Customer Service , Runcorn Office , Info , Bjørn Ribsskog , admin
>
> , ITCGM- Norwegian Consulate , “hv-02.kontakt” ,
>
> “anne-kathrine.skodvin” , “post@nav.no” , “steve.rotheram.mp” ,
>
> “complaint.info“
>
> Hi,
>
>
>
> I don’t understand why I have to send about this, with ‘snail-mail’.
>
>
>
> E-mails should be fine enough.
>
>
>
> Virgin don’t have a general enquiery e-mail-address, on their website.
>
>
>
> So I then think I don’t have to exhaust their internal complaint procedure.
>
>
>
> Since Virgin then sends a message, that they don’t want correspondence, I
> think.
>
>
>
> (By not having their general enquiery e-mail address on their website).
>
>
>
> So I would have wanted a second opinion, to do with this complaint, please.
>
>
>
> So if you could please escalate, this complaint, to your line-manager.
>
>
>
> Thanks in advance for any help with this!
>
>
>
> Best regards,
>
>
>
> Erik Ribsskog
>
>
>
>
>
> On Thu, Aug 14, 2014 at 11:33 AM, <casework@ico.org.uk> wrote:
>
>> 14 August 2014
>
>>
>
>>
>
>>
>
>> Case Reference Number RFA0550287
>
>>
>
>>
>
>>
>
>> Dear Mr Ribsskog
>
>>
>
>> Thank you for your correspondence dated 4 August 2014 regarding Virgin
>
>> Media.
>
>>
>
>> Your concerns
>
>>
>
>> I understand from your correspondence that you have received an email from
>
>> Virgin Media that suggests an account has been set up in your name; you
>> then
>
>> received an email to say that the contact email address has been changed.
>
>>
>
>> Our response
>
>>
>
>> For us to consider this matter further you would need to make your
>> complaint
>
>> in writing to Virgin Media and inform them of the specific reasons for
>> your
>
>> complaint, we require evidence that this has been done and that you have
>
>> allowed them a certain amount of time in which to respond.
>
>>
>
>> The contact details for Virgin Media are as follows:
>
>>
>
>> Virgin Media Limited
>
>> Media House
>
>> Bartley Wood Business Park
>
>> Hook
>
>> Hampshire
>
>> RG27 9UP
>
>>
>
>> It may be beneficial for you to send your correspondence by recorded
>
>> delivery, this would evidence that Virgin Media have received your
>
>> complaint. We would say to allow them 28 days in which to respond.
>
>>
>
>> If you do not receive a response from Virgin Media in this timeframe, you
>
>> may wish to bring this matter back to us.
>
>>
>
>> Yours sincerely
>
>>
>
>> Sarah Timperley – Case Officer
>
>> Information Commissioner’s Office
>
>> Telephone: 01625 545508
>
>>
>
>>
>
>>
>
>>
>
>> ____________________________________________________________________
>
>>
>
>>
>
>> The ICO’s mission is to uphold information rights in the public interest,
>
>> promoting openness by public bodies and data privacy for individuals.
>
>>
>
>> If you are not the intended recipient of this email (and any attachment),
>
>> please inform the sender by return email and destroy all copies.
>
>> Unauthorised access, use, disclosure, storage or copying is not permitted.
>
>> Communication by internet email is not secure as messages can be
>> intercepted
>
>> and read by someone else. Therefore we strongly advise you not to email
>> any
>
>> information, which if disclosed to unrelated third parties would be likely
>
>> to cause you distress. If you have an enquiry of this nature please
>> provide
>
>> a postal address to allow us to communicate with you in a more secure way.
>
>> If you want us to respond by email you must realise that there can be no
>
>> guarantee of privacy.
>
>> Any email including its content may be monitored and used by the
>> Information
>
>> Commissioner’s Office for reasons of security and for monitoring internal
>
>> compliance with the office policy on staff use. Email monitoring or
>> blocking
>
>> software may also be used. Please be aware that you have a responsibility
>> to
>
>> ensure that any email you write or forward is within the bounds of the
>> law.
>
>> The Information Commissioner’s Office cannot guarantee that this message
>> or
>
>> any attachment is virus free or has not been intercepted and amended. You
>
>> should perform your own virus checks.
>
>> __________________________________________________________________
>
>>
>
>> Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
>
>> Cheshire, SK9 5AF
>
>> Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk‘.
>
>
>
>
>
> On Tue, Aug 12, 2014 at 10:59 AM, CISAS <CISAS@idrs.ltd.uk> wrote:
>
>> Dear Mr Ribsskog,
>
>>
>
>>
>
>>
>
>> Thank you for your email. Please note that in order to maintain our
>
>> impartiality, we can only advise you about the process of our scheme.
>
>>
>
>>
>
>>
>
>> CISAS is an Ofcom-approved redress scheme which individuals and small
>
>> businesses of up to 10 employees (customers) can use to settle disputes
>> with
>
>> telecommunications providers that are subscribers to the scheme. CISAS can
>
>> only consider complaints about communication services, billing and
>> customer
>
>> services issues between service providers and their customers. Please
>> refer
>
>> to the Information for Customers guide for examples of the types of
>> disputes
>
>> that we are unable to deal with.
>
>>
>
>>
>
>>
>
>> To use our service you must make a formal application after you have
>
>> exhausted Virgin’s complaints procedure. Applications can be made through
>
>> our website. Alternatively you can submit your application by email or
>> post.
>
>>
>
>>
>
>>
>
>> We are unable to take on a complaint unless you can show that you have
>> been
>
>> in dispute with the company for a minimum of 8 weeks (but no more than 12
>
>> months). However if the company has provided you with their final
>> response,
>
>> you can make an application to use CISAS immediately.
>
>>
>
>>
>
>>
>
>> You can also contact Virgin on;
>
>>
>
>>
>
>>
>
>> Caroline Probert
>
>>
>
>> Virgin media
>
>>
>
>> Po Box 333
>
>>
>
>> Matrix Court
>
>>
>
>> Swansea
>
>>
>
>> SA7 9BB
>
>>
>
>>
>
>>
>
>> Email: TacticalTeam@virginmedia.co.uk
>
>>
>
>>
>
>>
>
>> We hope you are able to settle your complaint directly with the company as
>
>> soon as possible, however if the matter remains unresolved (and you feel
>
>> your complaint falls within the scope of the scheme), please submit an
>
>> application along with your supporting documents in due course.
>
>>
>
>>
>
>>
>
>> Yours sincerely
>
>>
>
>>
>
>>
>
>> CISAS
>
>>
>
>> www.cisas.org.uk
>
>>
>
>>
>
>>
>
>>
>
>>
>
>>
>
>>
>
>> —–Original Message—–
>
>> From: Erik Ribsskog [mailto:eribsskog@gmail.com]
>
>> Sent: 05 August 2014 17:42
>
>> To: OCCtelecoms
>
>> Cc: CISAS
>
>> Subject: Re: Ofcom reference: 1-266978842
>
>>
>
>>
>
>>
>
>> Hi,
>
>>
>
>>
>
>>
>
>> thank you for your e-mail!
>
>>
>
>>
>
>>
>
>> I send a copy-email to the internet adjudicator then.
>
>>
>
>>
>
>>
>
>> I tried to look more at Virgins website now, and had a chat with Phil.
>
>>
>
>>
>
>>
>
>> But when I tried to call the mobile-number he mentioned, then it wasn’t
>
>> free, (anyway), and I’m out of credit on my mobile, since I haven’t gotten
>
>> my jobseekers allowance lately.
>
>>
>
>>
>
>>
>
>> And I attach a copy of the conversation with Phil.
>
>>
>
>>
>
>>
>
>> I think it’s strange they don’t have an e-mail-address.
>
>>
>
>>
>
>>
>
>> I used to be with BT Broadband, (from 2006 to 2011), and they were
>> possible
>
>> to e-mail.
>
>>
>
>>
>
>>
>
>> But when I moved to Sunderland, in 2011, then BT sent me a cheque, for
>
>> around £150, I think.
>
>>
>
>>
>
>>
>
>> So they must have double-charged me, for some months, I think.
>
>>
>
>>
>
>>
>
>> And then discovered this, later.
>
>>
>
>>
>
>>
>
>> I really wanted to use a credit they had.
>
>>
>
>>
>
>>
>
>> But I think what happened was that BT double-charged me instead.
>
>>
>
>>
>
>>
>
>> So like some sharia, or something?
>
>>
>
>>
>
>>
>
>> So BT freaked me out, I have to say.
>
>>
>
>>
>
>>
>
>> And that’s why I chosed Virgin now.
>
>>
>
>>
>
>>
>
>> But if I’d known they don’t use e-mail, then I would have chosen Talk
>> Talk,
>
>> (or another internet-supplier), I think.
>
>>
>
>>
>
>>
>
>> Just to try to update.
>
>>
>
>>
>
>>
>
>> Thanks again for the e-mail.
>
>>
>
>>
>
>>
>
>> Best regards,
>
>>
>
>>
>
>>
>
>> Erik Ribsskog
>
>>
>
>>
>
>>
>
>>
>
>>
>
>> On Mon, Aug 4, 2014 at 1:39 PM, OCCtelecoms <OCCtelecoms@ofcom.org.uk>
>
>> wrote:
>
>>
>
>>> Ofcom reference: 1-266978842
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> 04 August 2014
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> Dear Mr Ribsskog
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> Thank you for contacting Ofcom about Virgin Media Ltd.
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> Although we are unable to get involved in individual disputes, I
>
>>
>
>>> realise that you have approached us for help and will explain how you
>
>>
>
>>> can progress your complaint.
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> If you have already contacted Virgin Media Ltd and feel you have been
>
>>
>
>>> dealt with poorly or unreasonably, you can ask them to take your
>
>>
>
>>> complaint to a higher level. You can find out how to do this from your
>
>>
>
>>> service provider’s code of practice. This should detail their full
>
>>
>
>>> complaints procedure and will be available through its website and
>
>>
>
>>> customer services. Some service providers also print complaint
>>> information
>
>>> on the back of their phone bills.
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> You are likely to resolve your dispute by following the complaints
>
>>
>
>>> procedure, but if you exhaust this and remain unhappy, you should ask
>
>>
>
>>> your service provider to send you a letter outlining their final
>
>>
>
>>> position. This is known as a ‘deadlock’ letter.
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> Once you have received a deadlock letter, you may be able to take your
>
>>
>
>>> dispute to an Alternative Dispute Resolution (ADR) scheme. You can
>
>>
>
>>> also take your dispute to an ADR scheme if it remains unresolved 8
>
>>
>
>>> weeks after you first complained.
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> An ADR scheme is an important piece of consumer protection which every
>
>>
>
>>> service provider has to belong to. They are free and independent
>
>>
>
>>> services available to residential or small business (up to 10 employees)
>
>>> customers.
>
>>
>
>>> Service providers must abide by an ADR’s decision, but if you are
>
>>
>
>>> dissatisfied with the outcome you are free to consider legal action.
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> For information, Virgin Media Ltd is a member of the Communications
>
>>
>
>>> and Internet Services Adjudication Scheme (CISAS) for the purpose of
>
>>
>
>>> ADR. You can contact CISAS at:
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> CISAS
>
>>
>
>>>
>
>>
>
>>> International Dispute Resolution Centre
>
>>
>
>>>
>
>>
>
>>> 70 Fleet Street
>
>>
>
>>>
>
>>
>
>>> London
>
>>
>
>>>
>
>>
>
>>> EC4Y 1EU
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> Phone: 020 7520 3827
>
>>
>
>>>
>
>>
>
>>> Email: info@cisas.org.uk
>
>>
>
>>>
>
>>
>
>>> Website: www.cisas.org.uk.
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> With regards to the quality of customer service given by your
>
>>
>
>>> provider, whilst this does not fall under our remit, it is in a
>
>>
>
>>> provider’s own interest to treat their customers well. Additionally,
>
>>
>
>>> we record all of the complaints we receive, so can identify issues of
>
>>> general consumer concern.
>
>>
>
>>> If we notice a particular increase in similar complaints against the
>
>>
>
>>> same provider, we may raise this with them for internal review.
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> I hope you find this information helpful and can confirm that I have
>
>>
>
>>> recorded details of your experience. If you need more advice, you can
>
>>
>
>>> visit our website at: www.ofcom.org.uk or phone the Consumer Contact
>
>>
>
>>> Team on: 0300
>
>>
>
>>> 123 3333 or 020 7981 3040. You should quote the reference number at
>
>>
>
>>> the top of this letter.
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> Yours sincerely
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> Charlotte Sperry
>
>>
>
>>>
>
>>
>
>>> Consumer Contact Team
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>>
>
>>
>
>>> ________________________________
>
>>
>
>>>
>
>>
>
>>> **********************************************************************
>
>>
>
>>> ********************************************
>
>>
>
>>> For more information visit www.ofcom.org.uk
>
>>
>
>>>
>
>>
>
>>> This email (and any attachments) is confidential and intended for the
>
>>
>
>>> use of the addressee only.
>
>>
>
>>>
>
>>
>
>>> If you have received this email in error please notify the originator
>
>>
>
>>> of the message and delete it from your system.
>
>>
>
>>>
>
>>
>
>>> This email has been scanned for viruses. However, you open any
>
>>
>
>>> attachments at your own risk.
>
>>
>
>>>
>
>>
>
>>> Any views expressed in this message are those of the individual sender
>
>>
>
>>> and do not represent the views or opinions of Ofcom unless expressly
>
>>
>
>>> stated otherwise.
>
>>
>
>>> **********************************************************************
>
>>
>
>>> ********************************************
>
>>
>
>> Confidentiality and Disclaimer Notice
>
>>
>
>> Unless otherwise agreed expressly in writing by an authorised
>
>> employee of IDRS Ltd, this communication is to be treated as
>
>> confidential and the information in it may not be used or
>
>> disclosed except for the purpose for which it has been sent. If
>
>> you have reason to believe that you are not the intended
>
>> recipient of this communication, please contact the sender
>
>> immediately.
>
>>
>
>> IDRS Ltd may monitor email traffic data and also the content of
>
>> email for the purposes of security and staff training.
>
>>
>
>> WARNING: Computer viruses can be transmitted by Email. IDRS Ltd
>
>> virus scans all email sent and received by its systems but the
>
>> recipient should also check this Email and any attachments for
>
>> the
>
>> presence of viruses. IDRS Ltd accepts no liability for any
>
>> damage caused by any virus transmitted by this Email.
>
> Confidentiality and Disclaimer Notice
>
> Unless otherwise agreed expressly in writing by an authorised
> employee of IDRS Ltd, this communication is to be treated as
> confidential and the information in it may not be used or
> disclosed except for the purpose for which it has been sent. If
> you have reason to believe that you are not the intended
> recipient of this communication, please contact the sender
> immediately.
>
> IDRS Ltd may monitor email traffic data and also the content of
> email for the purposes of security and staff training.
>
> WARNING: Computer viruses can be transmitted by Email. IDRS Ltd
> virus scans all email sent and received by its systems but the
> recipient should also check this Email and any attachments for
> the
> presence of viruses. IDRS Ltd accepts no liability for any
> damage caused by any virus transmitted by this Email.
