Virgin Media O2 – Response to cost-of-living crisis

Every day, people and businesses rely on Virgin Media O2 to stay connected at home, at work and on the go. At a time when living costs are rising and people’s finances are under increasing pressure, we are working hard to help the country stay connected.

Find out what we’re doing to help support our customers and communities, where to get help if you’re struggling with your bills, and how we’re continuing to invest in our network.

Giving extra help to customers that need it most

We offer dedicated packages and support for customers who need extra help with their services or are struggling with their bills:

• Social broadband tariff for customers receiving benefit payments: Virgin Media was one of the first telecoms providers to launch a broadband package for those facing financial difficulty and receiving certain benefit payments. Launched in November 2020, Essential Broadband offers speeds of 15Mbps and originally cost £15 a month, however last year we reduced the price by 16% to just £12.50 – making it one of the cheapest social tariffs on the market. The plan has no fixed-term contract length and no price changes while benefit payments are being received. Last year, we saw a 424% increase in the number of customers signing up to our social broadband tariffs
• Introduced a new, faster social tariff with an entertainment offer: In November 2022, we launched Essential Broadband Plus, which provides 54Mbps broadband for just £20 a month for customers receiving certain benefits. This is available on a 30-day rolling contract with no price change for as long as a customer is receiving benefit payments. Customers are also able to add our new TV Stream entertainment service for a one-off fee of £20 – a 42% saving on the normal price – and benefit from 10% back on their streaming subscriptions, giving them a more affordable way to subscribe to major streaming services.
• Expanded the eligibility criteria for social tariffs: In February 2023, we expanded the eligibility criteria for our social tariffs meaning millions more people can now sign up for one. Originally, the social tariff was available to anyone on Universal Credit, however those receiving Income-based Employment Support Allowance (I-ESA), Income-based Jobseekers Allowance (I-JSA) and Income Support (IS) and Pension Credit (PC) are now eligible. We became one of the first major telecoms providers to fully integrate the Department for Work and Pensions’ social tariff checking tool, making it faster and easier for customers to prove their eligibility with a one-off automated check.
• Fixed price landline only service: We also offer a Talk Protected landline service which provides inclusive evening and weekend calls and keeps prices fixed for phone-only customers who are over the age of 65 or those who have additional accessibility needs.
• Access for all: To make sure our services are accessible to everyone, we offer tailored support and services to customers with additional needs. Anyone can let us know if they, or someone they know, need extra support and we’ll make adjustments to help them.
• End of contract and annual best tariff notifications: We write to everyone at the end of their contract letting them know what they’re paying and providing information about deals available as well as our social tariffs. For customers who chose to remain out of contract, every year we remind them they are out of contract and send them our best deals.
• Exclusions from price rise: Vulnerable customers on our Essential Broadband and Talk Protected packages have not had their prices changed.
• Help with bill payments: We are helping any customers that are finding it difficult to pay their bill. We continue to speak to individual customers to offer support where it’s needed and discuss other ways to pay, which could include providing a customer a few extra days to pay their bill, reviewing their package or creating a payment plan with us. Anyone struggling to pay should get in touch and we’ll try to find ways to support them.

Providing customers with great value services and ways to save

We’re proud that day in and day out, we provide our customers with excellent value services. Beyond their ultrafast and reliable services, our customers can also benefit from a whole range of savings and benefits, just for being a Virgin Media or O2 customer. Here are just some of the ways customers can save:

• Roaming: We are the only one of the big four mobile network operators not to reintroduce roaming in Europe – meaning O2 and Virgin Mobile customers can continue to use data, calls and texts just as they would in the UK when travelling to destinations all over Europe. Analysis of daily charge rates from other providers suggests that this could save a family of four going abroad for two weeks £100 or more.
• Priority: All Virgin Media cable and O2 customers have free access to Priority, where they have the opportunity to enter exclusive prize draws, while receiving a range of ongoing perks and regular offers – from complimentary sausage rolls from Greggs through to free drinks on a Thursday. Since it launched in 2011 it has provided more than £240m in value and savings to O2 customers
• VOLT: Virgin Media O2 launched its first ever joint product, Volt, in October 2021, which offers exclusive benefits when your household is with both Virgin Media and O2. Alongside double mobile data, roaming in 75 countries and up to £150 off a connected device, new and existing customers who take a Virgin Media broadband service and an eligible O2 Pay Monthly plan will receive a broadband speed boost to the next tier available at no extra cost.
• Stream: Virgin Media recently launched Stream, which brings together entertainment subscriptions and free TV channels into one monthly package. Customers can get 10% credit back every month on the subscriptions they add to Stream, with all subscriptions available on 30-day contracts, meaning customers are in control of their spending and pay only for channels that suit them while earning credit at the same time.
• Zero rating: O2 customers can access more than 60 websites that offer financial, health, education and wellbeing guidance, without using any of their data allowance. This includes the money advice service, citizens advice and the Samaritans.

Supporting those at risk of digital exclusion and connecting communities

While we continue to support our customers, there are still millions of people who lack access to connectivity. To improve digital access – vital for everything from applying for a job to finding information about a local foodbank – we are committed to supporting communities to help eradicate data poverty and connecting 1 million digitally excluded people across the UK over the coming years.

• National Databank: Virgin Media O2, together with Good Things Foundation, launched the first ever National Databank to tackle data poverty by providing free mobile data to people in need. The National Databank is like a food bank but free data, texts and calls, and we have committed more than 61 million GB of free data by the end of 2025. Anyone in need can get 20GB of free O2 mobile data per month through the National Databank.
• Community Calling: originally launched in July 2020 to respond to the challenge of connecting vulnerable people during the Covid-19 pandemic, the programme has and continues to distribute thousands of refurbished devices to those in need offering a lifeline to the disconnected. We’ve rehomed over 13,000 devices through this programme.
• Tech Lending Community Fund – Virgin Media O2 has also provided £400,000 to five charities to run a device lending scheme which provides tablets and data to people who need them. Grants between £55,000 and £83,000 have been made to organisations which provide crucial support to groups such as women seeking refuge from domestic violence, refugees, asylum seekers and people at risk of homelessness. Between them they are providing more than 1,000 tablets to people living in temporary accommodation and who are digitally excluded. The tablets are also powered by free O2 mobile data provided by the National Databank,

• Connect More: Virgin Media O2 Business launched the ‘Connect More’ initiative where its employees can use their volunteering days to provide free digital skills training at drop-in sessions run by local authorities, supporting those at risk of digital exclusion.

• Staff Volunteering days: All of our staff are encouraged to spend five days a year volunteering to support their local communities. From digital literacy sessions to revitalising local playgrounds, our people are making a difference up and down the country.
• Connecting Community Centres: We’re connecting 10 community hubs around the UK each year to gigabit broadband free of charge so the whole community can stay connected.

Continuing to invest to create jobs, opportunities and improve access to services

At a time when some businesses are scaling back investment plans, we’re doubling down on our commitment to upgrading the UK. This includes:

• Investing £10bn over the next five years to upgrade our network to fibre, expand to bring gigabit services to more homes and businesses, rolling out 5G and continuing to boost mobile signal.
• Cost of living support payments for staff: Employees earning £35,000 basic pay and under are receiving a support allowance totalling £1,400 to assist with the rise in the cost-of-living.
• Creating new skilled jobs: We’re hiring more than 400 apprentices, graduates and interns in 2023 and are looking to fill more than a thousand roles across the organisation. With roles available across the country, there has never been a better moment to join our team
• Partnering with the public sector to level up the local communities we serve with digital skills, jobs and cutting-edge digital infrastructure.