Virgin Media UK Adds Online Sign Language Interpreter for Deaf Users

Cable operator Virgin Media has moved to improve its customer support by offering deaf customers access to an online and fully qualified sign language interpreter, which can then be used to relay the customer’s problem to Virgin’s front line support staff.

Customers can access the new Video Relay Service (VRS) by visiting Virgin’s website and then clicking on the sign language interpreter icon, which downloads a special web browser plug-in for the new interface. Any calls that use the service will also be free of charge.

The new Video Relay Service builds on an existing Text Relay Service and a customer Web Chat Channel, which was launched in 2013, with over 8,000 customers using it each month.

Paul Buttery, VM’s Chief Customer, Technology and Networks Officer, said:

“We’re committed to making all our products and services accessible to all of our customers, whatever their needs. Our new Video Relay Service is simple and easy to use and, with comprehensive deaf awareness training for our customer teams, we’re excited to start taking our new video relay calls.”

Sensing any opportunity for a PR win the Government’s Communications Minister, Ed Vaizey, has also been quick to praise the new service and remind everybody about how he has “been pressing companies to consider VRS as part of their contact strategies for their customers” and wants to see more ISPs doing the same.