Virgin Media O2 is being investigated over its compliance with rules designed to protect vulnerable customers as they are switched from analogue to digital landlines.
“We have been clear with companies that they must, during this process, ensure they identify, protect and support vulnerable customers,” regulator Ofcom said as the investigation was announced on Friday.
Virgin faces probes over its compliance with rules ensuring customers have uninterrupted access to emergency services through their home phone networks, according to Ofcom.
Investigations are also set to look into Virgin’s conformity with Ofcom rules on the treatment of vulnerable customers, the statement read.
“A critically important function of the telephone network is to allow people, particularly vulnerable people, to contact the emergency services,” Ofcom added.
“Therefore, any action, or inaction, taken by communications providers which disrupts consumers’ ability to reach these services is of the utmost seriousness.”
Britain’s existing analogue landline system is set to be switched off in 2025, with households being switched to new digital networks which use the internet rather than traditional copper wires.
A Virgin Media spokesperson responded: "We have been regularly updating and working closely with Ofcom and government for many years as essential work takes place across the industry to safeguard voice networks for future.
“Last December we signed a government-led charter and have paused all landline migrations, carried out an end-to-end review and will make further improvements to the measures we already have in place before switchovers restart.”
Virgin also called on telecare firms and local authorities to step up support for households as the switch was being made.
“We're co-operating fully with the regulator's investigation and will continue to work closely with the rest of the industry and other parties,” the spokesperson added.