Virgin Media O2 – Mobile News

Virgin Media O2 and Zinkworks to plug more AI into the network

Staff Reporter — Wed, 04 Feb 2026 11:51:05 +0000

Virgin Media O2 is deploying more AI tools to reduce outages, improve reliability and lower operating costs.

The operator is working with AI-solutions provider Zinkworks to bring in automation to monitor network performance in real time and resolve potential problems before they affect users.

Thise builds on technology already used in Virgin Media O2’s fixed broadband network, where automation is claimed to have educed repair times by more than a third and cut engineer visits by 12 per cent. Similar results are expected from mobile deployment by preventing faults, reducing manual intervention and limiting call-outs.

The system predicts where issues could occur and triggers corrective action. It will be deployed across radio access and core infrastructure.

Jeanie York: “Greater automation will help us predict and prevent issues”

Jeanie York, chief technology officer at Virgin Media O2, said: “Greater automation will help us predict and prevent issues and allow us to better spot and fix problems when they arise, reducing downtime and ensuring customers can trust us to deliver the dependable mobile experience they rely on.”

Pail Madden: operators are increasingly looking to deploy AI at scale

Paul Madden, CEO of Zinkworks, added: “operators are increasingly looking to deploy AI at scale to strengthen network performance and reduce outages”.

Virgin Media O2 says AI saved customers a collective total of 46 years on the phone last year

Staff Reporter — Fri, 16 Jan 2026 10:43:06 +0000

Virgin Media O2 says it saved customers the collecctive equivalent of 46 years hanging on the phone, last year.

This follows the rollout of AI tools and changes to its customer contact operation.The operator claims it cut 1.45 billion seconds from call handling times in 2025 after reducing call transfers by 1.3 million year on year,

Customer service has been a weak spot for the combined business since the Virgin Media–O2 merger pushing ithigh in Ofcom’s league tables, particularly for mobile and pay-TV issues. In 2024, O2 generated 23 complaints per 100,000 mobile customers, the highest among major networks.

Historically, callers were forced into a maze of rigid keypad menus before being routed to a department, often to be transferred again if their query did not fit neatly into a single category.

“Your call is important to us. Please press 0 followed by the # key”

Virgin Media O2 says that experience is now changing. Most customers are asked to explain the reason for their call at the outset, with AI-driven Natural Language Understanding technology assessing intent and routing the call to the appropriate agent first time. The system is already live across large parts of the business, with a full rollout planned.

The company has also reviewed where call transfers were most common and simplified team structures. Around 5,000 customer service agents have been cross-trained to deal with a wider range of issues without transferring calls.

Alan Stott, Alan Stott, Director of Customer Contact at Virgin Media O2, said the focus has been on reducing unnecessary friction.

“Nobody enjoys spending their time on the phone, particularly when they’re being transferred between teams,” he said. “Where customers do need to contact us, our priority is to make that experience as simple and efficient as possible.”

The customer service improvements form part of a broader turnaround strategy outlined last year by chief executive Lutz Schüler.

Virgin Media O2 donates 100’s of devices to Gordon Brown’s Multibank charity

Staff Reporter — Wed, 10 Dec 2025 12:07:19 +0000

Virgin Media O2 has partnered with Gordon Brown’s The Multibank anti-poverty charity to distribute 100’s of refurbished smartphones with free O2 mobile data to people experiencing financial hardship across the UK.

The initiative will see devices processed and distributed through The Multibank, the charity founded by the former Prime Minister, with initial deployment via Multibanks in Fife, Swansea and Tees Valley. Delivery is being handled through Virgin Media O2’s Community Calling programme in partnership with environmental charity Hubbub.

The partnership supports Virgin Media O2’s wider commitment to donate up to 12,000 devices during 2025 to people unable to afford a smartphone or mobile connectivity. According to the Good Things Foundation’s Digital Nation 2025report, around 1.6 million adults in the UK still do not have access to a smartphone, tablet or laptop.

The initiative forms part of the operator’s Better Connections Plan, which aims to connect one million digitally excluded people through a combination of free and affordable connectivity, device reuse and community-led distribution.

While The Multibank has traditionally focused on redistributing essential non-food items such as clothing and household goods, digital connectivity has become an increasingly important part of its support offer as public services, employment and education continue to move online.

Virgin Media O2 said the collaboration is designed to ensure devices reach those most at risk of digital exclusion. Multibanks work closely with schools, health professionals and other frontline organisations to identify eligible recipients, including people who have been made redundant, young people leaving care, refugees and survivors of domestic abuse.

The operator said access to a connected device is now essential for everyday tasks such as booking GP appointments, applying for jobs, accessing training, securing accommodation and maintaining contact with support networks.

Nicola Green, Chief Communications and Corporate Affairs Officer at Virgin Media O2, said: “By working with The Multibank, we’re able to put phones and mobile data directly into the hands of people who need it most. It builds on our ongoing efforts to tackle digital exclusion through Community Calling, the National Databank and our social tariffs.”

Green: putting phones and mobile data directly into the hands of people who need it most.

Gordon Brown said connectivity should be treated as a basic utility, highlighting that 45 per cent of households with children are below the Minimum Digital Living Standard.

Virgin Media O2 donates 1,000 devices to help children with diabetes

Staff Reporter — Fri, 28 Nov 2025 15:33:52 +0000

Virgin Media O2 is donating 1,000 smartphones via Community Calling to children with Type 1 diabetes, enabling families to access continuous glucose monitoring technology that use mobile connectivity to manage the condition outside the home.

The devices are being distributed through Supporting Children with Diabetes which works with NHS trusts across the UK to provide smartphones to families who cannot afford a suitable handset.

The phone acts as the receiver for glucose data and a gateway for remote monitoring by parents. Glucose readings are sent directly to an app,to be monitored levels in real time. Awearable sensor to takes glucose readings continuously, sending the data via Bluetooth to the smartphone. Apps on the device display trends, and issue alerts

Nicola Green, Chief Communications and Corporate Affairs Officer at Virgin Media O2, said the programme highlights how mobile devices are now a core part of healthcare, not simply consumer electronics.

Green: “smartphones are a vital tool for families managing Type 1 diabetes”

“These smartphones are a vital tool for families managing Type 1 diabetes,” she said. “They allow children to use their monitoring systems properly and give parents reassurance that they can check readings at any time.”

The donated handsets come from Virgin Media O2’s Community Calling programme. Devices provided through the scheme are equipped to run medical apps reliably and support daily connectivity requirements.

Carolyn Goldhill, founder and CEO of Supporting Children with Diabetes, said access to smartphones directly affects the quality of care families can provide.

“Without a suitable phone, children are forced back to finger-prick tests multiple times a day,” she said. “When a phone is available, glucose data is sent straight to an app and can be shared with parents remotely. It makes diabetes management safer and far less disruptive.”

Community Calling has processed more than 26,000 smartphones, VMO2 is pledging to donate up to 12,000 devices during 2025.

Networks sign new scam calls anti-fraud charter ahead of Government strategy

Staff Reporter — Wed, 05 Nov 2025 10:49:34 +0000

Telecoms providers have signed a Telecommunications Fraud Charter aimed at clamping down on scam calls and protecting victims of fraud.

BT/EE, Virgin Media O2, Vodafone/Three, Tesco Mobile, TalkTalk, Sky and industry body Comms Council UK (CCUK) have committed to a new anti-fraud measures ahead of the UK Government’s forthcoming Fraud Strategy announcement.

Data shows that 96 per cent%of mobile users decide whether to answer a call based on the number displayed on their screen, with three-quarters unlikely to pick up if it’s from an unknown international number. Advanced call tracing technology will also be rolled out across mobile networks to give police the intelligence to track down scammers.

There are commitments to boost data sharing with the police whch will show which mobile networks let scam calls slip through.

Victims will get faster support from phone networks. Help times will be reduced slashed to two weeks

The new pact follows recent action by the UK government, in partnership with the US, to disrupt major online fraud networks with targeted sanctions on scam centres in Southeast Asia.

Traceback system

The telco providers pledge to support the development of a Traceback system that would allow operators to identify the origin of suspicious or fraudulent calls as they are connected acros networks. The Charter also calls for data-sharing between telecoms, banking and technology sectors, alongside improved public awareness campaigns and more support for victims.

The CCUK-charter will develop best-practice guidance for business victim support. The aim is to improve how service providers detect, respond to and communicate fraud-related threats with commercial customers.

Significant step

Tracey Wright, Chair of Comms Council UK, said the Telecommunications Fraud Charter marks “a significant step forward” in the industry’s response to criminal activity.

Wright: This initiative brings together government and industry

“This initiative brings together government and industry to deliver change for consumers and businesses.The overall message around collaborative data sharing, advanced technology solutions, and unified public messaging will help disrupt fraudulent activity at scale.”

She said sector-wide intelligence sharing continues to demonstrate “the positive impact” of coordinated action.

“Aligning our efforts through this Charter will build building a safer, more trusted communications environment ”

Minister for Fraud Lord Hanson said “Spoofed calls allow scammers to deceive the public with fake identities and false promises. This government is committed to tackling fraud.

“In a major upgrade of our mobile network, call spoofing will be eliminated within a year stripping away the tools scammers use to cheat people out of their hard-earned cash.

“We’re stepping up our defences to protect victims and make sure the UK is the hardest place in the world for scammers to operate

Further measures targeting scams across digital platforms, banking and telecoms later this month.

Virgin Media O2 strikes Starlink deal to extend rural mobile coverage

Staff Reporter — Thu, 30 Oct 2025 11:37:37 +0000

Virgin Media O2 has signed a multi-year agreement with Starlink’s Direct to Cell division to improve mobile connectivity in remote parts of the UK/.

VMO2 is the first operator in the country to use the satellite provider’s low-Earth-orbit (LEO) network for direct-to-device services.

Vodafone has put its D2D efforts into AST SpaceMobile technology. Virgin Media O2 already uses Starlink technology to provide satellite backhaul to remote mobile sites as part of the SRN programme, though that capability uses a separate Starlink broadband constellation.

The service uses connectivity from Starlink’s 650-plus LEO satellites, with further coverage and performance improvements anticipated as next-generation spacecraft are deployed.. Starlink satellites with Direct to Cell capability have an ‘eNodeB’ modem onboard that acts like a cellphone tower in space, with advanced phased array antennas that connect seamlessly over lasers to any point in the globe, allowing network integration similar to a standard roaming partner.

The partnership will enable the launch of O2 Satellite, a new service that will initially support messaging and data on standard handsets using a portion of Virgin Media O2’s licensed spectrum. App compatibility will expand over time, with early support prioritising messaging, mapping and location-based tools.

The operator says the service will help eliminate rural “not-spots” and lift its UK landmass coverage to more than 95 per cent within 12 months of launch. O2 Satellite will automatically activate when traditional macro coverage is unavailable, complementing ongoing Shared Rural Network (SRN) deployments.

Virgin Media O2 is conducting internal trials, with commercial rollout expected in the first half of 2026. Pricing and full service details will be confirmed closer to launch.

Vodafone has opted for ASTSpacemobile technology for direct to device sat comms

CEO Lutz Schüler said the partnership bolsters the £700m Virgin Media O2 is investing in its mobile network this year. “Starlink is a clear leader in this space making it the right partner to complement our existing coverage,” he said.

Schüler: partnership bolsters the £700m Virgin Media O2 is investing in its mobile network

Telecoms Minister Liz Lloyd welcomed the announcement, saying it demonstrated how private sector innovation can ensure no community is “left behind”.

Mike Nicolls, Starlink VP of Engineering, said the agreement would help “end mobile dead zones” and keep people connected while travelling, farming or enjoying outdoor activities.

Customers can register interest at: o2.co.uk/satellite

Virgin Media O2 Scotland 3G switch-off starts next week

Staff Reporter — Mon, 27 Oct 2025 10:53:11 +0000

Virgin Media O2 is urging residents across Scotland to prepare for the next stage of its nationwide 3G switch-off, which begins next week.

The switch-off will begin in the east of Scotland, including Aberdeen and Dundee, before rolling out nationwide. The network says the vast majority of customers already use 4G or 5G devices and will not need to take any action. However, Virgin Media O2 is directly contacting those still using older 3G-only handsets to advise them on upgrading.

Vulnerable customers are being offered a free 4G phones while others can upgrade to a new handset or SIM at a discounted rate. Customers who do not upgrade will still be able to make calls and send texts, but mobile data services will no longer be available.

Virgin Media O2 says 3G now carries less than two per cent of network data traffic. The spectrum freed up by the switch-off will be used to boost 4G and 5G performance. The company as upgraded more than 180 Scottish sites through the Shared Rural Network programme.

Jeanie York, Chief Technology Officer at Virgin Media O2 (below), said: “ 3G will soon be a thing of the past. Customers in Scotland who still use older devices should take action now to stay connected.”

Network operators pay £13m each for 5G spectrum in Ofcom auction

Staff Reporter — Thu, 16 Oct 2025 10:00:52 +0000

Ofcom has raised £39 million for the Treasury from its latest spectrum auction, designed to boost 5G capacity in the UK’s busiest areas.

EE, O2, and Vodafone submitted bids for available lots to determine their share of the spectrum. Each operator secured 800 MHz in the 26 GHz band and 1 GHz in the 40 GHz band, paying £13 million each, bringing the total revenue raised to £39 million.

A total of 5.4 GHz of spectrum was made available to enable faster, more reliable mobile services in high-demand locations such as football stadiums, major concert venues, and transport hubs, and can be deployed in 68 towns and cities.

The process will now move to the Assignment Stage, where operators will bid for their preferred frequency positions within the bands they have won. Ofcom will publish the final results, including specific frequency allocations and total payments, once all stages are complete.

David Willis, Ofcom’s Group Director for Spectrum, said: “Today’s results are an important milestone on the path to better, faster 5G. The large amount of spectrum we’ve released will help support innovation, open doors to new applications and growth, and can bring noticeable improvements to mobile services in busier places up and down the UK.”

Willis: “important milestone on the path to better, faster 5G”

“The release of this spectrum marks a significant step in expanding 5G infrastructure and capacity, helping operators meet growing data demand and enabling new use cases such as immersive experiences, connected transport, and next-generation industrial applications.”

Virgin Media O2 signs decade renewable energy deal to power 15 per cent of its network

Staff Reporter — Wed, 15 Oct 2025 12:20:12 +0000

Virgin Media O2 has signed an agreement with The Renewables Infrastructure Group to source about 15 per cent of its electricity from renewable energy.

Under the agreement, electricity will from April come from TRIG’s Earlseat wind farm in Fife and Garreg Lwyd wind farm in Powys. They will supply power to Virgin Media O2’s mobile and broadband network.

“It means Virgin Media O2 has secured a long-term renewable energy supply with predictable costs, which will help the company mitigate volatility in the energy market while supporting renewable energy generation in the UK”, said a VMO2 spokesperson,

Virgin Media O2 says the deal gives it greater cost stability and protection against energy market volatility while increasing the proportion of its energy sourced from renewables. The network is aining to achieve net zero carbon emissions across its operations, supply chain, and products by 2040.

Virgin Media O2 has already reduced direct operational emissions by 56 per cent and supply chain-related emission) by 19 per cebt since 2020. The company wants use only renewable electricity at sites where it controls the bill. This covers the majority of its network.

Chief sustainability officer Dana Haidan (below) said the agreement was “the next step” in Virgin Media O2’s decarbonisation plan and would help protect its network “from future energy shocks”.

Power Purchase Agreements are a common tool for UK telecoms and tech companies who want predictable, long-term renewable energy supply. For TRIG, the deal provides a guaranteed buyer for its wind generation.

Virgin Media O2’s latest deal reflects a broader push by UK operators to reduce emissions from network operations, which are among the most energy-intensive in the telecoms sector.

Scotland to lose 3G as the Great Virgin Media O2 Switch-Off continues

Staff Reporter — Thu, 02 Oct 2025 12:41:49 +0000

Virgin Media O2 switch off its 3G network in Scotland from November 5, starting in the east of the country and Aberdeen and Dundee.

This follows earlier 3G switch-offs in parts of England. The operator plans to close its entire 3G network by the end of 2025, in line with a 2021 government and industry agreement.

Virgin Media O2’s 3G network was launched more than 20 years ago but now accounts for less than two per cent of total data traffic. Reallocating spectrum to 4G and 5G will support faster data speeds, higher quality voice calls, and improved reliability, the company said. Some 3G spectrum has already been repurposed for 5G, with upgraded sites live in Durham and further rollouts planned in the coming months.

Virgin Media O2 has also upgraded masts across Scotland, including more than 180 sites under the Shared Rural Network programme. The company invests around £2 million per day to meet rising demand for data.

Jeanie York, Virgin Media O2’s Chief Technology Officer, said: “3G will soon be replaced by faster, more reliable, and more energy-efficient 4G and 5G networks. We have already withdrawn 3G in several UK locations, and in November we’ll be turning our attention to large areas of Scotland.”

The switch-off will also affect MVNOs such as Tesco Mobile and giffgaff..

Earlier this year, Virgin Media O2 strengthened its spectrum position with a £343m acquisition of 78.8 MHz, bringing its total holding to around 30% of the UK market.

The company first announced its 3G retirement plans two years ago. It says 4G now covers 99 per cent of the UK population, while 5G availability has reached 77 per cent.