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

Published: 9 February 2024

Open

Investigation into

VMED O2 UK (trading as Virgin Media)

Case opened

12 December 2023

Summary

We are investigating Virgin Media’s compliance with Ofcom rules relating to ensuring uninterrupted access to emergency organisations and treatment of vulnerable consumers.

Relevant legal provision(s)

General Conditions A3.2, C5.2 and C5.3

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.


Contact

Enforcement team (enforcement@ofcom.org.uk)

Case reference

CW/01278/12/23

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