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Originally Posted by Chris
There is a subtle difference between what is technically possible and what is readily accessible for a non-technical consumer. There are costs to switching to entirely mobile or VoIP solutions, both in cash and in knowledge terms.
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All major mobile networks provide a "plug it in and go" home transmitter or phones with built-in apps that seamlessly connect over IP, so there's little in knowledge terms. In cash, possibly, but mobile often turns out cheaper regardless. Just the cost of basic line rental + charge for caller ID will get you both for free, plus unlimited free calls on mobile. While ignorance of better solutions is the main reason most people stick with incumbent providers, it doesn't work for me.
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The fact is, a landline is the simplest, cheapest and most reliable solution for home telephony and broadband, for those who know that most of their calls will be made and received at home.
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Broadband, most of the time. Telephony wise, I'm yet to see any landline solutions that are cheaper than an appropriate mobile deal, unless said landline is already required for broadband (which it isn't on VM).
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That being the case, the OP question comes back to VM's ability (or otherwise) to provide the information he requires. I suspect, if the data is being collected and stored, that no interface exists that would allow a CSR to readily access and relate that data to the customer during a phone enquiry. What procedures exist, most likely involve the data controller and the paying of a fee.
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Yes, I did say that in my second post (apologies for having confused FOI with DPA). On the other hand if the customer is concerned enough that he considers it fraud, then a DPA request may well be in order.