Virgin Media O2 has partnered with debt advice provider Money Wellness to support customers experiencing financial hardship.
Customer service agents at the network will be trained to identify early signs of financial distress and connect affected individuals with Money Wellness experts.
Support will be available via direct transfers, scheduled appointments, or secure online links. Customers will have access to services such as financial health checks, income maximisation, and personalised budgeting advice.
This initiative builds on Virgin Media O2’s existing range of support measures, which include social tariffs for low-income users, free mobile data through the National Databank, zero-rating of charity websites, and protections for vulnerable customers from mid-contract price hikes.
The collaboration with Money Wellness represents a step beyond flexible payment plans or guidance focused solely on mobile and broadband contracts.
“We’ve long offered payment support and signposted customers to debt charities. This partnership means our agents can now connect customers directly to expert help. It takes the burden off the individual and ensures they get the right support at the right time,” said Alan Stott, Director of Customer Contact at Virgin Media O2.
Money Wellness provides free debt solutions online and by phone, with a strong focus on accessibility. Its services include translation into over 240 languages, relay services for people with hearing or speech impairments, and accessible document formats for those with visual impairments.
The first phase of the partnership focused on O2 customers with the most complex payment issues. A broader rollout, including Virgin Media customers, is expected in the coming weeks.
“Early intervention is key – and this partnership helps lower the barriers to that first step,” said Sebrina McCullough, Director of External Relations at Money Wellness (below).
