Investigation into Virgin Media’s compliance with rules relating to vulnerable consumers and access to emergency organisations
Published: 9 February 2024
Last updated: 9 February 2024
We are investigating Virgin Media’s compliance with Ofcom rules relating to ensuring uninterrupted access to emergency organisations and treatment of vulnerable consumers.
More consistent customer service needed for vulnerable people
Published: 30 June 2023
Last updated: 30 June 2023
New Ofcom research finds that some vulnerable people have experienced inconsistent customer service when getting in touch with their phone, broadband or pay-TV provider.
Telecoms firms need to do more to help customers struggling to pay bills
Published: 30 June 2023
Last updated: 30 June 2023
Ofcom has warned telecoms firms they need to do more to support people in financial difficulty, or they could face new interventions to better protect customers.
Support for customers struggling to pay their phone or broadband bill during the pandemic
Published: 27 February 2023
Last updated: 16 March 2023
If you’re struggling to pay your phone or broadband bill during the coronavirus pandemic, it’s important that you speak to your provider as soon as possible to see how they can help.
Vulnerable customers must be treated fairly
Published: 24 February 2023
Last updated: 16 March 2023
People suffering financial, health or emotional problems should be treated fairly and given the right support by phone, broadband and pay-TV providers, under best practice industry guidance issued by Ofcom today.
Vulnerable people
Published: 30 November 2022
Ofcom's work to support vulnerable people, the rules we put in place, and links to useful resources.
Powers of attorney and third party bill management
Published: 28 March 2022
Powers of attorney and third party bill management in England and Wales.
Statement: Treating vulnerable customers fairly guide – changes to the guide to help ensure customers in debt or struggling to pay are treated fairly
Published: 17 March 2022
We are proposing to amend our guide to treating vulnerable customers fairly, so that phone and broadband providers can offer better support.
Treating vulnerable customers fairly: a guide for phone, broadband and pay-TV providers
Published: 25 September 2019
We are proposing measures that broadband, phone and pay-TV providers could adopt to make sure they treat vulnerable people fairly.