Investigation into Virgin Media’s compliance with rules relating to vulnerable consumers and access to emergency organisations

Ofcom has opened an own-initiative investigation into Virgin Media’s compliance with its obligations under the General Conditions of Entitlement, while migrating customers from analogue to digital landlines.

We have been clear with companies that they must, during this process, ensure they identify, protect and support vulnerable customers. A critically important function of the telephone network is to allow people, particularly vulnerable people, to contact the emergency services. Therefore, any action, or inaction, taken by communications providers which disrupts consumers’ ability to reach these services is of the utmost seriousness.

This investigation relates to concerns about Virgin Media’s compliance with two areas.

First, our rules require that Virgin Media must take all necessary measures to ensure uninterrupted access to emergency organisations.

Second, our rules also require that Virgin Media establish and comply with effective policies and procedures for the fair and appropriate treatment of vulnerable consumers.

We will publish further information on the progress of this investigation in due course.