Virgin Media O2 enhances support for vulnerable customers through partnership with Money Wellness

• Virgin Media O2 and Money Wellness have announced a new partnership that will improve the support available to financially vulnerable customers
• The agreement will enable Money Wellness to directly support Virgin Media O2 customers who are struggling financially and will see Virgin Media O2 agents receive bespoke training to better spot signs of potential vulnerability
• New tools will be complementary to the support Virgin Media O2 already provides to customers who need it

29 May 2025: Virgin Media O2 has announced a new partnership with leading debt advice experts, Money Wellness, to further improve the support available to customers who may be experiencing financial difficulties.

The partnership will enable Virgin Media O2’s agents to better support customers showing early signs of financial distress, for example through a Money MOT, which they can access either by being transferred directly to a Money Wellness expert, arranging an appointment at a more convenient time, or by receiving a secure link to begin a support journey online. Through Money Wellness, customers can benefit from tailored advice and support that extends beyond their mobile or broadband contract – for example a comprehensive financial health check, support with maximising their income, or budgeting.

Money Wellness offers a range of free debt solutions over the phone or online and, crucially, works to make this advice as accessible as possible. For example, like Virgin Media O2, it offers a relay service that allows hearing and speech-impaired people to communicate over the phone, and can send documents to vision-impaired customers in braille or large print. Meanwhile, its translation service covers 240 different languages, ensuring it can help customers whose first language is not English.

The partnership, launching on 29 May, will see O2 customers the first to benefit, with the new service first rolled out to the team that handles the most complex payment management-related issues. Money Wellness will send advisors to spend the day with the O2 team on the first day, and the two companies will continue to work closely together ahead of a wider rollout, including for Virgin Media customers, over the weeks that follow.

This new partnership will build on Virgin Media O2’s existing commitment to support customers who need it most. This includes offering a range of low-cost social tariffs across mobile and broadband, providing free connectivity through the National Databank, supporting customers to set up flexible payment plans where appropriate, signposting customers to charities who may be able to help, zero-rating a number of debt charities and ensuring vulnerable customers are exempt from any price changes.

Alan Stott, Director of Customer Contact at Virgin Media O2, said: “We know that many families have been struggling with the rising cost of living over recent years, and our agents can sometimes find themselves speaking with customers struggling to pay their bills.

“We’re committed to helping and supporting all of our customers, including reviewing payment options and signposting customers to debt charities, but we know this still places the onus on the customer to seek help. Now, through this new partnership, our agents can better identify and support customers, including by offering a warm transfer direct to a Money Wellness advisor who can provide more comprehensive support that goes beyond just their mobile or broadband bill.”

Sebrina McCullough, Director of External Relations at Money Wellness, added: “We’re proud to partner with Virgin Media O2 to help more people access the support they need before money problems become overwhelming. By working directly with their customer agents, we can make sure people get the right help at the right time – whether that’s with budgeting, boosting income, or dealing with debts. We know that reaching out early can make a huge difference – and this partnership helps make that first step easier.”

Notes to editors

• Virgin Media O2’s Chief Executive Officer, Lutz Schüler, announced details of the company’s customer service turnaround strategy in a blog post earlier this year.

About Money Wellness:

Commissioned by the Money and Pensions Service (MaPS), Money Wellness is one of the UK’s leading financial wellness providers, offering free, independent and confidential debt advice. More than a million people have already turned to Money Wellness for support, and it has a 4.9/5 customer feedback score.