Orr’s role has been filled by Christian Hindennach on an interim basis. He will be working with Orr who looking after areas including customer service, retail footprint and field teams.

Hindennach was formerly strategy and transformation director in our consumer division. Before that he was CCO at Sky Deutschland and Unitymedia.

A Virgin Media O2 spokesperson said:

“We would like to thank Gareth for his incredible contribution over the years with us at Virgin Media O2 and, before that, his time at O2.”

Said Orr: “I’m delighted to step into the role of Chief Operations Officer having worked at Virgin Media and now Virgin Media O2 for a number of years. My priority is to build on the fantastic DNA we have in this company and give our customers an incredible service – whether that’s in one of our stores, through our customer service agents or from one of our engineers visiting a home. We have fantastic networks and a standout team, so I want to ensure we always combine that with a great experience.” .

Hindennach added: “I’m excited to shape and evolve the services that we offer consumers. Virgin Media O2 has a strong history of being the biggest challenger in the market and I want to use this mentality to drive our commercial momentum and performance while also giving customers the services and experiences they want and expect from us.”

A year and a half ago Virgin Media O2 proudly became the odd one out by not following the other major mobile networks in reintroducing EU roaming fees

All O2 and Virgin Mobile customers travelling to Europe have continued, and will continue, to roam like home regardless of weather rules and laws have changed post-Brexit.

In the current economic climate and with summer holiday season upon us, many families will be flocking to popular European destinations for a well-earned break.  Worrying about whether you can afford to use a phone while away is bonkers, and our research has shown that a quarter of Brits don’t realise they may need to pay additional mobile charges while roaming in Europe. To ease some of this pain, last year we helped save our customers an estimated £3 million per week in EU roaming charges.

Yesterday, Ofcom proposed new rules to ensure any applicable roaming charges are made clear to consumers when they head abroad. We believe that it’s important for consumers to have clear and transparent information about roaming and will continue to send alerts to our customers when they first touchdown in another country, at multiple points when they near their airtime limit and again when they reach it.  

Some commentators have pointed out that we have a data ‘fair usage’ cap on roaming. We do, and we’ve never hidden this. This is the case with all operators, and it’s designed to stop abuse of roaming by a tiny minority who might be living abroad for an extended period. The key difference with Virgin Media O2 is that any of our customers visiting Europe won’t be charged a thing up to their standard UK data limit, or the 25GB cap if their data plan is higher than that – no other mobile network can say the same.

Now I realise this is an industry full of jargon, so understandably some people will worry about hitting that 25GB limit. Let me break it down. This is a hefty amount of data. It’s equivalent to 595 hours of WhatsApp voice calls, streaming more than 6,000 songs or using Google Maps while driving for 208 days straight.

I know a mobile phone is an essential item when at home or abroad, but the reality is 99 per cent of people will never get close to that 25GB limit. And for those that do, they will receive a clear message before they get to that point outlining their options and any charges that could apply.

Beyond Europe, we have O2 Travel Inclusive Zone included at no extra cost in all Plus Plans and Volt bundles which allows millions of our customers to enjoy unlimited data, texts and calls in 27 international destinations as well as in Europe. A full list of international destinations can be found here. For those without this included in their plan, we offer an O2 Travel Bolt On for £6 a day, providing unlimited services in 63 destinations across the globe. The countries included are listed here.

This follows VMO2’s announcement today that claims consumers are overpaying for handsets by more than £500m each year

Virgin Media O2 has launched a new campaign on what it calls the “smartphone swindle” and demands other mobile operators introduce changes that “would stop millions of consumers overpaying for their mobile phones, as new analysis reveals that handset overpayments are costing consumers £530 million each year.

.It says EE, Three and Vodafone “have millions of customers on traditional phone contracts that bundle together airtime costs for minutes, texts and data with the cost of the handset”.

Gareth Turpin, Chief Commercial Officer at Virgin Media O2, said: “We’re calling time on this half a billion-pound problem and urging the industry to step up for consumers and put an end to the smartphone swindle. “As the only operator to have offered split contracts for over a decade; automatically roll down our direct customers once their device is paid for; and ensure customers receive clear handset payment information at the end of their contract, we want others to ensure consumers don’t overpay for their smartphones. During a cost-of-living crisis, and with older and low-income households most at risk, I’m asking the other operators to do the right thing.”

But rival networks have slated VMO2’s claims.

Vodafone says the accusations and assumptions are incorrect.

“We’re disappointed to see VM02 confusing consumers with incorrect information and sensationalist headlines at a time when as an industry, we all need to be providing consumers with greater clarity to enable them to make the best choices for their needs” said a Vodafone spokesperson

“It is a regulatory requirement for us all to be transparent with our customers, to provide end-of-contract notifications and Annual Best Tariff recommendations based on a customers’ needs, a requirement we take extremely seriously at Vodafone. ‘

“Like VM02, Vodafone customers on split contracts with Vodafone EVO will not see any further handset charges once their 0% finance deal ends and will therefore never overpay for a phone.

“All handset customers on legacy contracts are contacted repeatedly when their contract comes to an end, and after three months – if they haven’t moved onto a new contract already – we automatically apply a monthly £5 discount. We believe in offering our customers choices and always encourage them to make sure they are on the best deal for their needs.Vodafone was the first MNO to have both mobile and fixed social tariffs – Voxi for Now and Vodafone Essentials

BT said the Virgin Media O2 claims were “misleading and unnecessary” “ They are designed to chase headlines, at a time when consumers need confidence that the industry is clear and straightforward. This also comes at a time when VMO2 themselves increase broadband customer’s prices by as much as 50 per cent when going out of contract.

“Like VMO2 we offer spilt contracts with EE Flexpay, while providing all customers with clear end-of-contract notifications, including the best offer for them based on their usage. With EE Flexpay, once the handset is paid off no further charges are applied. We don’t position this as a discount because it isn’t – the handset is owned by the customer.

“Along with providing customers with great value, we are also doing all we can to support our financially vulnerable customers with our market-leading social tariffs. We currently have 80% of all social tariffs customers in the UK, another area where VMO2 could focus more attention.” 

Three also disputed the VM02 accusations saying; “Three already offers split contracts where customers can take out a loan to pay for their device, which is separate to their monthly airtime payments. The customer owns their device from when they purchase it and once their device loan is paid off, the customer isn’t required to make any further payments towards the cost of their device. We contact customers with offers which are as good as or, in some instances, better than those we offer new customers. O2 also sell linked contracts themselves through third parties such as Great O2 Mobile Phone Deals & Upgrades | Mobile Phones Direct

Virgin Meda O2 said it based its overpayment analysis on a survey by Strand Partners “using survey data on a number of people by operator reporting to have taken a device and be out-of-contract; average reported spend by operator; scaled in line with Ofcom pay monthly total connections data and Citizen’s Advice research on proportion of mobile bills attributable to handsets”.

]]> https://mobilenewscwp.co.uk/news/article/networks-furious-virgin-media-o2-misleading-confusing-accusations-customers-overpaying/feed/ 0 https://mobilenewscwp.co.uk/billing/article/virgin-media-o2-accuses-networks-ripping-off-customers-nt-switching-cheaper-tariffs-paying-devices/ https://mobilenewscwp.co.uk/billing/article/virgin-media-o2-accuses-networks-ripping-off-customers-nt-switching-cheaper-tariffs-paying-devices/#respond Mon, 17 Apr 2023 16:30:56 +0000 https://mncwp.tailrd.cloud/virgin-media-o2-accuses-networks-ripping-off-customers-nt-switching-cheaper-tariffs-paying-devices/ Virgin Media O2 UK says consumers are being “swindled” by networks charging for phones they have paid for. But Vodafone calls this claim ‘incorrect and misleading’ Virgin Media O2 says UK consumers are spending millions of pounds buying their smartphones twice over”.  “Three of the four UK mobile network operators EE, Vodafone, and Three, are

Virgin Media O2 UK says consumers are being “swindled” by networks charging for phones they have paid for. But Vodafone calls this claim ‘incorrect and misleading’

Virgin Media O2 says UK consumers are spending millions of pounds buying their smartphones twice over”.

 “Three of the four UK mobile network operators EE, Vodafone, and Three, are continuing to charge millions of customers for their handsets long after customers have finished paying for them”, said a statement from Virgin Media O2.

“Millions of customers tied into classic contracts with EE, Three and Vodafone are at risk of overpaying for smartphones they already own”.

But Vodafone said it too had split contracts on Vodafone EVO for a number of years and called Virgin Media O2s’s claim to be the only operator to do this “inaccurate and misleading for consumers”.

‘Customers device contracts end when the loan is paid off. They are never ‘overcharged’ for their device. Therefore they will never overpay for a phone they already own. We’re disappointed to see VM02 confusing consumers with incorrect information and sensationalist headlines at a time when as an industry, we all need to be providing greater trust and clarity” said a Vodafone spokesperson.

We’re disappointed to see VM02 confusing consumers with incorrect information and sensationalist headlines at a time when as an industry, we all need to be providing greater trust and clarity”  – VODAFONE

‘Unlike VM02, we don’t position the loan coming to an end as a ‘discount’, it’s simply paid off and customers are charged for their airtime contract. All Vodafone customers are contacted at the end of their contract – to make sure they are aware of the best new deals and packages”

At the time of writing EE  and Three had not responded to an invitation from Mobile News to comment on the Virgin Media O2 claim they were overcharging.

Virgin Media O2 says it is the only mobile network operator to discount contracts automatically by putting customers on an airtime plan, once they own the phone.

An online survey conducted by Strand Partners on behalf of Virgin Media O2 analysed responses from 5,303 people.

This showed 93 per cent of users are unaware that being on a bundled phone contract can lead to overpaying for a device. Around 81 per cent said they’d feel ripped off if they discovered they’d overpaid for their phone Fourt four per cent of those out of contract for over a year earn less than £15,000 a year, meaning those on low incomes are being hit hardest

 “Three of the four UK mobile network operators EE, Vodafone, and Three, are continuing to charge millions of customers for their handsets long after customers have finished paying for them”

Eighty per cent of consumers in the study felt cheated and believed they should be automatically moved to a cheaper tariff once they pay for their handset. Most were unaware they could be charged for mobile phones they’ve already paid for through their mobile contracts.

“Bamboozled Brits don’t realise they’re being taken for a ride by opaque, confusing and outdated mobile contracts,” said Gareth Turpin, Chief Commercial Officer at Virgin Media O2.

“Consumers are being kept in the dark about when they’ve paid for their phone so are spending millions of pounds buying their smartphones twice over.

“With millions of customers from other operators stuck on contracts that force them to overpay for their smartphones, all too often in the mistaken belief it will save them money, we’re sounding the alarm on this smartphone swindle.

“Customers who buy from Virgin Media O2 will never overpay for their phone with bills automatically reduced when they’ve paid for their device – it’s simply the right thing to do.”

O2 said it was the first operator 10 years ago to introduce split contracts and automatically reduce customers’ bills once their handset loan had been repaid. Virgin Mobile launched similar plans in 2014 known as Freestyle so most Virgin Media O2 customers now take split contracts.

Citizens Advice reckons customers are spending tens of millions of pounds each month on mobile phones that they already own when out of contract.

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Virgin Media O2 is installing defibrillators in 200 stores throughout the country. The equipment is being registered on BHF’s National Defibrillator Network, The Circuit, which enables 999 call handlers to quickly direct paramedics to nearby stores in an emergency. 

Virgin Media O2 will also be installing video screens outside its all stores to run promo films urging more people to learn CPR. The screens are expected to be seen by millions of UK shoppers. The network has also been training more staff in CPR, and hundreds of employees are taking part in online sessions and in-person training.

Data charges to access the BHF’s website have been scrapped. Customers can access the charity’s free, interactive 15-minute CPR training programme without using any of their mobile data allowances. Downloading the NHS GoodSAM app is also free. The app is used to alert nearby first responders when someone is suffering a cardiac arrest.

“We’re using our national network of High Street stores to improve access to life-saving defibrillators and make a real difference to the communities we serve. It’s not just in stores where we hope we can make an impact; we’ve trained hundreds of our people in lifesaving CPR and zero-rated the BHF website and GoodSam app, so millions more people can learn vital skills or offer help in an emergency without using any of their data” said Virgin Media O2 chief commercial officer Gareth Turpin.

Virgin Media O2 and BHF worked together in November 2021 when more than 500 BHF front-line staff were trained in CPR with each first responder receiving a portable defibrillator for their company vehicle. The network says the collaboration has brought more than 700 defibrillators closer to the public in stores or vans and claims this has already led to several lives being saved.

]]> https://mobilenewscwp.co.uk/news/article/virgin-media-o2-installing-defibrillators-200-stores/feed/ 0 https://mobilenewscwp.co.uk/news/article/virgin-mobile-starts-migration-millions-customers-o2-plans/ https://mobilenewscwp.co.uk/news/article/virgin-mobile-starts-migration-millions-customers-o2-plans/#respond Wed, 11 Jan 2023 11:18:57 +0000 https://mncwp.tailrd.cloud/virgin-mobile-starts-migration-millions-customers-o2-plans/ Unlimited texts and voice calls for all customers who are moved to O2 from next month.

Unlimited texts and voice calls for all customers who are moved to O2 from next month.

Millions of Virgin Mobile customers will get unlimited texts and voice calls, as a sweetener to move to O2.  By the end of the year, all Virgin Mobile customers will be on O2 plans. The first group of Virgin Mobile customers will be told next month their service will transfer to a new O2 plan. 

As part of this migration, customers get unlimited texts and voice calls and either double the data or unlimited data for the same amount each month. No customer will see the cost of their plan rise.

This will be alongside access to Priority from O2 and other O2 benefits such as extra roaming destinations and inclusive EU roaming.

The network says the move will occur seamlessly over the air. Most customers will not need to replace SIMs, port phone numbers or change billing dates or information. They will get at least 30 days’ notice of the move.

The first stage of the migration of the entire Virgin Mobile base to O2 was completed last year with all data, voice and text traffic using O2 connectivity. This latest phase is customer plans moving over to O2.

Virgin Mobile will continue to offer flexible handset contracts and 30-day rolling SIM-only plans this year.

“This is a milestone moment for Virgin Media O2 as our Virgin Mobile customers start moving over to O2 plans, receiving added value and benefits,” said Virgin Media O2 chief commercial officer Gareth Turpin. 

‘Our teams will guide customers through the migration. We’re focused on making sure this all occurs in the most hassle-free way possible. With all of our mobile brands now powered by O2, we are making fantastic progress in our integration plans while continuing to deliver a range of knockout mobile services”

Virgin Media and O2 merged in June 2021. O2 provides 4G services to 99 per cent of the UK with a plan to cover 50 per cent of the UK population with 5G this year. 

]]> https://mobilenewscwp.co.uk/news/article/virgin-mobile-starts-migration-millions-customers-o2-plans/feed/ 0 https://mobilenewscwp.co.uk/news/article/virgin-media-o2-give-free-mobile-data-big-issue-vendors/ https://mobilenewscwp.co.uk/news/article/virgin-media-o2-give-free-mobile-data-big-issue-vendors/#respond Mon, 28 Nov 2022 16:16:52 +0000 https://mncwp.tailrd.cloud/virgin-media-o2-give-free-mobile-data-big-issue-vendors/ Working with Big Issue Group is part of Virgin Media O2’s wider commitment to tackle data poverty, along with partnering with Good Things Foundation to create the National Databank

]]> Working with Big Issue Group is part of Virgin Media O2’s wider commitment to tackle data poverty, along with partnering with Good Things Foundation to create the National Databank

Virgin Media O2 has announced it will support all Big Issue vendors with free O2 SIMs and data vouchers this Christmas.

In 2021, O2 gave over 200 Big Issue vendors free data plans in order for them to accept contactless payments.

In the UK, 90pc of in-person transactions are via contactless, and vendors who use contactless make 30pc more than those who do not.

This year, the company will offer monthly data to the magazine’s entire network of vendors. This follows reports that 18.7 million people are said to be digitally excluded through the cost of living crisis.

Russell Blackman, Managing Director at The Big Issue, said: “We are delighted to be continuing our invaluable work with Virgin Media O2, following its successful launch last year of the National Databank. 

“By extending this opportunity out to all Big Issue vendors, it will enable and empower them to boost their sales through cashless payments at this vital time of year, as well as being able to access essential online services.”

Gareth Turpin, Chief Commercial Officer at Virgin Media O2 added: “This year we wanted our Christmas campaign to not only help raise awareness of the support available via the National Databank, but to get data into the hands of those facing an unconnected Christmas.

“As part of this, we’re proud to be partnering with the Big Issue for the second year in a row to offer all vendors access to free mobile data each month. We know from the success of last year that this connectivity is crucial to facilitating mobile payments in an increasingly cashless society, as well as helping vendors to stay connected to loved ones and get access to key services.”

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Virgin Media O2 is helping people access free mobile data by adding the National Databank on the High Street through 10 O2 stores across the UK.

The National Databank was founded by Virgin Media O2 and digital inclusion charity Good Things Foundation and provides free mobile data, texts and calls.

People can access the National Databank via O2 stores and receive 20GB of free O2 data per month for up to six months.

The O2 stores taking part are in Ballymena, Broadstairs, Colchester, Hastings, Hull, Norwich, Newport, Perth, Plymouth, and Stockton-on-Tees- as these towns and cities are areas where free data will help those most in need.

Those eligible can go to a participating O2 store and ask for a 20GB data voucher, or they can access the National Databank through 650 participating community partners. 

O2 Christmas SIM cards

Virgin Media O2 is also providing one million GB of free O2 data to help people stay connected at Christmas.

New ‘O2 Christmas SIM Cards’ are now available in O2 stores nationwide and online- helping customers who need it access 7GB of free data.

The SIM card can be gifted to anyone who needs it and they can get a free O2 SIM card to enable them to use data and access the internet.

Gareth Turpin, Chief Commercial at Virgin Media O2, said: “It’s now going to be easier than ever for those in need to access the National Databank directly on the High Street via our O2 stores, so they can get online and connect to essential services – from medical appointments to applying for jobs.

“And with our additional 1 million GB of free data available via special Christmas SIM Cards, Virgin Media O2 is helping more people get the data they need, so they can stay in touch with loved ones over the festive period.”

O2 has launched a new service that provides their customers with more flexibility around their contract.

The operator has launched Switch Up, to allow its customers to swap their phones whenever they wish to at no extra cost.

This will enable new and existing O2 customers to swap their phone at any point during their contract, with no cap on how many times.

O2’s latest Switch Up add on will be automatically included with Plus Plans at no extra cost, or can be added as a bolt on to new custom plans for £3.99 a month.

O2 has also confirmed that customers don’t need to pay off their existing contract ahead of switching devices.

“We’re ripping up the rule book and giving our customers even more freedom and flexibility so that they’re in control,” said Virgin Media O2 chief commercial officer Gareth Turpin.

“O2 Switch Up gives our customers the power to decide what phone they have and when they have it, all on their terms and with the peace of mind that their previous phone won’t go to waste.”

This offering is not the first of its kind, with MVNO Sky Mobile offering a similar swap-out service for its customers.

Virgin Media O2 has boosted its list of data-free services for its customers as the operator aims to help consumers struggling with rising costs.

It sees Virgin Media O2 allowing its customers to access a number of websites – including fuel poverty, debt and financial support organisations – at no extra cost.

These websites include the National Debtline, Business Debtline, Turn2us, Debt Advice Foundation and National Energy Action.

It expands the already data-free websites available to customers, notably Citizens Advice, Money Advice Service and Step Change.

Research from Virgin Media O2 has recently revealed that that two-thirds (64 per cent) of low-income households say they are worried about running out of data in the last three months. Half (50 per cent) of those said they wouldn’t be able to buy additional data if needed.

Support

“We are committed to supporting all our customers and the communities we serve through the cost-of-living crisis,” said Virgin Media O2 chief commercial officer Gareth Turpin.

“Through further expanding our zero-rated list, we’re making sure all of our customers can easily access help and advice at a time when they may need it most.”

By 2025 Virgin Media O2 is also aiming to support communities across the UK in connecting one million digitally excluded people.

Meanwhile the operator remains the only major telco to not reintroduce roaming charges in the European Union.