{"id":37124,"date":"2024-02-09T10:17:47","date_gmt":"2024-02-09T10:17:47","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=37124"},"modified":"2024-02-09T10:48:51","modified_gmt":"2024-02-09T10:48:51","slug":"ofcom-investigate-virgin-media-uk-over-digital-phone-migrations","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/02\/ofcom-investigate-virgin-media-uk-over-digital-phone-migrations.html","title":{"rendered":"Ofcom Investigate Virgin Media UK Over Digital Phone Migrations"},"content":{"rendered":"

The UK telecoms regulator, Ofcom<\/a>, has this morning announced that they’ve opened a new investigation into broadband ISP Virgin Media<\/a>’s migration of customers from analogue to IP-based digital landlines. The case will look at whether they’ve been treating vulnerable consumers correctly and “ensuring uninterrupted access<\/em>” to emergency services.<\/p>\n

The regulator’s General Condition rules typically require every communications provider to “take all necessary measures to ensure … the fullest possible availability of the Public Electronic Communications Network and Publicly Available Telephone Services provided by them in the event of catastrophic network breakdown or in cases of force majeure; and uninterrupted access to Emergency Organisations<\/em>” (police, fire, ambulance etc.).<\/p>\n

NOTE:<\/strong> The relevant Generation Conditions<\/a> for this case are A3.2, C5.2 and C5.3.<\/div>\n

At present the entire industry is having to deal with the challenge of migrating old analogue based landline phone services to newer Internet Protocol (IP \/ VoIP) based phone services, which is a complicated process and one that does sometimes run into problems (example<\/a>). Ofcom<\/a>’s new own-initiative investigation appears to be concerned that Virgin Media<\/a> may not have handled some aspects of this process correctly.<\/p>\n

Ofcom’s Statement<\/strong><\/a><\/p>\n

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\u2019 ability to reach these services is of the utmost seriousness.<\/p>\n

This investigation relates to concerns about Virgin Media<\/a>\u2019s compliance with two areas.<\/p>\n

First, our rules require that Virgin Media must take all necessary measures to ensure uninterrupted access to emergency organisations.<\/p>\n

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.<\/p><\/blockquote>\n

The regulator has, in the past (example<\/a>), hit communications providers with significant fines for failing to ensure access to the emergency services, although much will no doubt depend upon the detail of precisely where their concerns rest with regard to Virgin Media’s digital phone migrations. The operator has already paused their own migration process and has yet to restart it, thus any issues will relate to that pre-pause period.<\/p>\n

A Virgin Media spokesperson told ISPreview:<\/strong><\/p>\n

\u201cWe have been regularly updating and working closely with Ofcom<\/a> and Government for many years as essential work takes place across the industry to safeguard voice networks for future.<\/p>\n

Last December we signed a Government-led charter<\/strong><\/a> and have paused all landline migrations, carried out an end-to-end review and will make further improvements to the measures we already have in place before switchovers restart.<\/p>\n

While telecoms companies like us have a crucial role to play in this switchover activity, it\u2019s essential that telecare companies and local authorities also step up and meet their responsibilities to ensure everyone receives the support they need. We\u2019re cooperating fully with the regulator\u2019s investigation and will continue to work closely with the rest of the industry and other parties.\u201d<\/p><\/blockquote>\n

Reading between the lines, there may have been some issues during the migration with ensuring adequate support for customers with serious telecare or other requirements, but we will need to await the outcome of Ofcom’s investigation to find out the full details. Such investigations often take a long time to reach their conclusion, so it may well be much later in 2024, or even 2025, before we learn the outcome.<\/p>\n","protected":false},"excerpt":{"rendered":"

The UK telecoms regulator, Ofcom, has this morning announced that they’ve opened a new investigation into broadband ISP Virgin Media’s migration of customers from analogue to IP-based digital landlines. The case will look at whether they’ve been treating vulnerable consumers correctly and “ensuring uninterrupted access” to emergency services.<\/p>\n","protected":false},"author":1,"featured_media":34057,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1,1645],"tags":[36,475,81],"class_list":["post-37124","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","category-key_uk_isp_industry_developments","tag-ofcom-regulation","tag-virgin-media","tag-voip"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/111901014180821296","error":""},"yoast_head":"\nOfcom Investigate Virgin Media UK Over Digital Phone Migrations - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The UK telecoms regulator, Ofcom, has this morning announced that they've opened a new investigation into broadband ISP Virgin Media's migration of\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/02\/ofcom-investigate-virgin-media-uk-over-digital-phone-migrations.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Investigate Virgin Media UK Over Digital Phone Migrations - 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