Virgin Media improves support for vulnerable customers

Virgin Media has announced a number of new ways they will support customers who may have found it difficult to stay in touch with them and take advantage of the best deals on offer.

The new measures are designed to help vulnerable customers overcome some of the obstacles they face when dealing with the company. They will include annual package reviews, as well as a more tailored approach to engineer visits.

Virgin Media is committed to understanding how vulnerabilities may create barriers for some customers when contacting customers – and also ensuring that they are receiving the best possible deals and service.

Virgin Media is supporting vulnerable customers

The measures that Virgin Media will be putting into place include:

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. A specially trained agent will assess whether a customer is on the best tariff available to them, based on the services they use.

Bespoke engineer visits – Virgin Media already provides free engineer installation and prioritises fixing faults for customers who need it. But now they’re going one step further and recognising 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, customers will be able to opt for a friend or family member to manage their account and package on their behalf.

Virgin Media technician in the field

“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,” Jeff Dodds, chief operating officer at Virgin Media, said. “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.”

Visit Virgin Media to find out more about how they are supporting vulnerable customers.


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