Jeg sendte en e-post til Cisas

Erik Ribsskog

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Ofcom reference: 1-266978842

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Erik Ribsskog	Mon, Sep 1, 2014 at 2:50 PM
To: CISAS Cc: casework@ico.org.uk, Q&A
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. 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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.