The company is migrating customers who aren't vulnerable or use a telecare device, on a voluntary basis.
Rob Orr, chief operations officer at Virgin Media 02, said, "Ever since we first launched digital voice services in 2018, we put in place a range of measures designed to support customers with the transition.
"This has helped millions of people successfully connect to the digital landline network, providing them with reliable services for the decades ahead.
"Despite already offering industry leading solutions such as a free-of-charge Emergency Back-Up Line – with an eight-hour battery life that far exceeds the minimum Ofcom requirements – for those who need it, we committed to doing more.
"So, after listening to concerns about the industry wide-programme, in December last year, telecoms companies came together to sign an industry-wide voluntary government charter which saw us commit to better protecting vulnerable and telecare customers through the transition. Following this, we took the decision to pause all switchovers whilst we undertook a detailed end-to-end review of our processes and worked to further improve them.
"That work is now complete, and building on the support we already have in place, we've now introduced a host of new measures which make it easier to identify and support those who need extra help. For example, we have improved the communications customers receive; our engineers will provide additional in-home support; and we have carried out extensive checks to better identify vulnerable or telecare users."
Orr said that following every switchover, Virgin Media 02 will check that customers are using their landline in a similar way to before and proactively contact anyone it believes may be having issues. He added that the company was also working closely with industry, alarm providers, local authorities and the TSA – the UK’s largest telecare body – to identify how it can further collaborate to support its most vulnerable customers and raise wider awareness of what is happening.
"With these additional checks and improvements in place, we’re now once again switching customers to the new network, something which will initially be done on a voluntary basis with no vulnerable or telecare customers moving across at this stage,” said Orr. “We'll not switch anyone over without their agreement first, and customers will receive personalised communications outlining the steps they need to take and how they can access additional support.
"We're committed to ensuring that no vulnerable or telecare customers will be left without a working landline as a result of this switchover. It's why we're giving ourselves more time to contact these customers and are encouraging anyone who may need additional support to get in touch and let us know as soon as possible.
"This is the right approach for now, but in future every customer will need to be switched over to ensure they can continue to receive a reliable landline service. As we progress, we’ll outline further details on the steps we’ll be taking to help vulnerable and telecare users switchover successfully."