VMB CODE OF PRACTICE May 2021 © Virgin Media Business | Public Virgin Media Business Code of Practice We always try to give you the best service possible. That’s why we’ve put together this Code of Practice as a starting point to give you answers to any questions you may have. It lets you know where you can get more information and advice. This Code of Practice covers our standard procedures. It doesn’t affect your statutory rights and won’t form part of any contract between you, our customer, and us. A copy of this Code is available on our website or you can call our Business Customer Services team on 0800 052 0800 and ask for a copy. This includes alternative formats for people with sight impairment. If you do find any inconsistencies between what is written in this Code of Practice and any contract you have with us, we’ll naturally stick by the details of the contract because they’re legally binding. If you have any questions about our contractual obligations to you (and yours to us) take a look at our Business Terms and Conditions for the particular type of service(s) we are providing. If you want any more information about the written contract, Business Customer Services or your account manager will be happy to help. It’s only fair to let you know that we do not accept liability for any such advice and that, where appropriate, you might want to seek independent legal advice. However, we can’t cover the costs of that advice. In addition to this Code, we always work to comply with the principles outlined in relevant regulations and laws set both in the UK and Europe. We’re committed to providing full and accurate information in plain language about how our services are run, what they cost and how they should perform. Contents 1. Virgin Media Business: Who we are..................................................................................... 3 2. Virgin Media Business: We’re all about you ......................................................................... 3 3. Contacting us: How to get in touch ..................................................................................... 3 4. Deposits: Ways of securing your service ............................................................................. 4 5. Fraud and security: Protecting each other ........................................................................... 5 6. Useful information.............................................................................................................. 5 7. Fixing problems: Who does what ........................................................................................ 6 8. Customer Service Guarantee Scheme: What’s covered ........................................................ 6 9. The money side of things: Our charges and payment terms.................................................. 7 10. Changing your service: Service variation............................................................................. 8 11. Directory listings and services: What you need to know ....................................................... 8 12. Confidentiality: Respecting your privacy ............................................................................. 9 13. Complaints: If you have an issue......................................................................................... 9 14. Independent Adjudication of Complaints: Making sure you’re fairly treated ........................... 9 15. Compliance: We’re above board........................................................................................ 10 16. Additional information ...................................................................................................... 10 17. Dispute Resolution Process for blocked calls .................................................................... 12 18. Other useful contacts ....................................................................................................... 13 © Virgin Media Business | Public Virgin Media Business Code of Practice 1. Virgin Media Business: Who we are Virgin Media Business is our trading name. In this Code of Practice, “we” means Virgin Media Business Limited and/or any member of the Virgin Media group of companies that provides business services. Virgin Media Business provides UK business internet, data, mobile, leased line, telephone, networking and telecommunications services to UK businesses. We also partner with the public sector: with national and local government, hospitals, schools, emergency services and other public organisations across the UK to improve connectivity in communities, support learning, power essential services and save lives. Virgin Media is part of Liberty Global, one of the world’s leading converged video, broadband and communications companies. Liberty Global connects 11 million customers through operations in six European countries subscribing to 25 million TV, broadband internet and telephony services. It also serves 6 million mobile subscribers and offers WiFi service through millions of access points across its footprint. You can find full details of our services on our website. 2. Virgin Media Business: We’re all about you Our service starts with what you need – not what we have to sell. So what can you expect from us? Not only a national next generation network but also people with expertise who share a passion to help you improve and transform the way you work – delivering the fastest widely available broadband speeds and tailor-made network services and solutions. For more information or to discuss how we can help your organisation further, please contact our Customer Services team. 3. Contacting us: How to get in touch There are a number of ways to get in touch with us, and we will be happy to answer your questions and explain our services to you. Business Customer Services (phone/web) - SO Freephone 0800 052 0800 Online www.virginmediabusiness.co.uk/complaints Business Customer Services (phone/web) - DIRECT Freephone 0800 052 0800 and enter your existing PIN. If you don’t have a PIN, please use one of the following (depending on your business): Public Sector: 8855 Corporate: 8866 Prefer to chat online? Try our ‘webchat’ service here. Alternatively complete a ‘contact us’ form here. Normal opening hours are 0800hrs to 1800hrs, Monday to Friday. Business Customer Services (post) © Virgin Media Business | Public Virgin Media Business Code of Practice Communications House 1 Chippingham Street Sheffield S9 3SE Fault Management Centre Faults can be reported on the number listed below, 24 hours a day, seven days a week. Please call us free on 0800 052 0800 and entering your PIN as above where applicable. Customer enquiries The sales team will get back to you quickly and efficiently if you ask about our services. We might want to arrange a meeting to talk about what you need, or give you the information you’ve asked for. If an appointment needs to change, we’ll call you and sort out an alternative that suits you. Our sales staff They’re always professional and want to help you get the most cost-effective solutions for your business. We don’t ever want to mis-sell our products or services, and that means we will always ensure that we provide accurate information and will never: • Give false or misleading information when selling to a customer • Use any kind of unacceptable behaviour to get a sale or a customer to switch from another provider • Use types of cashback schemes that make it difficult for customers to claim cash they’re owed Where we sell Virgin Media Business services through a reseller, we also make sure they behave in the same honest and appropriate way. Small businesses (of up to 10 employees or equivalent) are also entitled to be provided with key information before a contract is agreed to make sure they are making the right choice for them. This may vary between products; however you will be told how to contact us, the key charges for the service (including monthly charges where applicable), termination rights and any cooling off period where relevant. Full details of the minimum information provided for business phone lines and broadband services which are provided over the Openreach network are contained within an Ofcom Regulation known as General Condition C7. See the full condition here. Ofcom General Condition C8 sets out the minimum information to be provided for mobile services and can be seen here. 4. Deposits: Ways of securing your service Sometimes, it can work best for both of us if you pay a deposit to secure your service. That’s why we automatically run a credit status assessment and, if it’s needed, a financial check on your business when you order a service. Depending on your credit status, we’ll then suggest the best conditions for working together. If we agree on a deposit as the best way forward, we’ll hold it for six months or until we’re both comfortable about your good payment history but, unfortunately, we can’t pay interest on refunded deposits. © Virgin Media Business | Public Virgin Media Business Code of Practice 5. Fraud and security: Protecting each other Fraud and criminal activity is a reality that your business and ours alike have to face so we need to spell out exactly who is responsible for what. It is up to you to look after your own equipment and, if there is any fraud or crime, we’re not bound by any contract made between you and any other person. That’s especially the case with the way any private branch exchanges or switching technology may be configured. Having said that, we’re