Virgin Media UK Make Changes to Protect 100,000 Vulnerable Users

Cable TV, phone and broadband ISP Virgin Media UK has reportedly committed to protect over 100,000 of their most vulnerable customers (e.g. pensioners, the unemployed and those with disabilities), such as by freezing their prices against future hikes or automatically moving them to a better (cheaper) deal.

The move appears to reflect Virgin Media’s response to Ofcom’s on-going review of broadband pricing (here) and related efforts to create a new Fairness Framework (guidelines) for the industry (here), which has already seen the operator and several other providers sign-up to support a new “Fairness for Customers Commitment” (here). The forthcoming end-of-contract notification letters also fall into this area (here).

The regulator’s approach has been largely focused upon encouraging the industry not to penalise vulnerable customers, such as by leaving them stuck on expensive legacy plans for years even when much cheaper deals may be available. By comparison savvy consumers may pro-actively seek to upgrade, renegotiate their service (see our Retention Tips Guide) or possibly even switch ISP.

In response Virgin Media say they’ve developed an “enhanced package of measures” to help protect vulnerable customers.

Jeff Dodds, COO of Virgin Media, said:

“While we fiercely compete on a daily basis with other providers to offer better deals and services, there are some customers who, for many different reasons, find it hard to shop around for the best deals and speak to their provider.

Businesses shouldn’t be sitting on their hands about this important issue, which is why we are going the extra mile to break down the barriers and make sure those who might need a helping hand can get it from Virgin Media.

With our track record of supporting customers who have disabilities and other requirements, I’m proud that we are leading the way with this enhanced package of measures which reflect the very heart of what Virgin Media is all about. I hope this will encourage other businesses to follow in our footsteps.”

The proposed changes appear to be as follows.

VM’s Changes to Protect Vulnerable Consumers

· Annual package reviews

Some customers who have not made contact with Virgin Media for a prolonged period of time will have their prices frozen and automatically receive an annual package review. One of the Company’s specially trained agents will assess whether a customer is on the best tariff available to them based on the services they use. If no contact can be made, the customer will be moved to the most appropriate and best available package.

This package review, which goes beyond the requirements of Ofcom’s end of contract notification rules which come into force next February, will ensure customers who struggle to shop around don’t get left behind in a competitive UK telecoms market.

NOTE: By the sounds of it customers must have been with Virgin for over 3 years before a review is needed.

· Bespoke engineer visits

Virgin Media already provides free engineer installs and prioritises fixing faults for those customers who need it. This new service will reflect that certain physical disabilities and accessibility requirements need to be taken into account for an engineer visit. Small changes, such as giving customers more time to reach the door after a technician arrives, can make a big difference.

· Family and friend account management

To make contact with Virgin Media as simple as possible, and provide support at every stage of their relationship with the Company, both new and existing customers will be able to more easily opt for a friend or family member to manage their account and package on their behalf.

· Bill management

For customers finding it difficult to manage their finances, unexpected monthly bill variations will be addressed by a specialist team through proactive customer engagement and account management.

Text and video relay, and alternative formats for bills and other communications are also already provided for those who require them.

· Talk Protected

Virgin Media’s Talk Protected Plan, which launched in 2016, keeps prices fixed for its elderly and disabled phone-only customers. Customers who were on Virgin Media’s phone-only plans and over the age of 65, or who had additional accessibility needs, were automatically upgraded to the new tier. The plan includes inclusive evening and weekend calls to UK landlines and mobiles, inclusive calls to 0845 and 0870 numbers and directory enquiries, free paper bills, flexible payment options and more.

Virgin Media said they will decide on a case-by-case basis whether a customer can be identified as “vulnerable,” although they admit this is “not a clear-cut or simple process“. On the one hand certain factors will help to narrow the field like age, package choice, unusually large bills or a tendency to make uncharacteristic late payments.

Nevertheless, confirming that somebody is unemployed or has a disability is complicated because not everybody wants to share such info. The operator said it would “continue to evolve and adapt its policies and services over time and improve its ability to identify those customers who might need additional support and help.”

Virgin added that there would be no obligation or requirement on the customer to change anything “if they feel comfortable with their current package.”

UPDATE 9:07am

We’ve added extra details above.