Cable Forum - View Single Post - Virgin Media UK Make Changes to Protect 100,000 Vulnerable Users

newapollo · 09-08-2019, 00:04

Information from https://www.ispreview.co.uk/index.ph...ble-users.html

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.

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.”

09-08-2019, 00:04	#1
newapollo cf.addict Join Date: Dec 2008 Posts: 175	Virgin Media UK Make Changes to Protect 100,000 Vulnerable Users Information from https://www.ispreview.co.uk/index.ph...ble-users.html 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. 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.”