Vulnerable customers

How to protect yourself from scam calls, texts and messages

Published: 15 July 2026

Last updated: 22 July 2026

Scammers are increasingly sophisticated, and anyone can be a target But there are steps you can take to significantly reduce your risk. This page covers what to do in the moment, how to set up longer-term protections, and how to help others stay safe.

BT’s landline-only customers

Published: 10 December 2020

Last updated: 16 March 2026

Following the expiry of existing commitments, and considerations about how best to protect BT’s landline-only customers, we have published an update.

What to do if your broadband or landline provider goes out of business

Published: 13 February 2026

Advice on what to do if your broadband or landline provider ceases trading

Investigation into Virgin Media’s compliance with rules relating to vulnerable consumers and access to emergency organisations

Published: 12 December 2023

Last updated: 19 January 2026

We are investigating Virgin Media’s compliance with Ofcom rules relating to ensuring uninterrupted access to emergency organisations and treatment of vulnerable consumers.

Ofcom fines Virgin Media £23.8 million for putting vulnerable customers at risk of harm

Published: 1 December 2025

Ofcom has today fined Virgin Media £23.8 million, after it disconnected telecare customers during its programme to migrate customers to digital landlines.

Help for telecoms customers suffering abuse, harassment or violence

Published: 28 May 2025

If you, or someone you know, are suffering domestic abuse, harassment or violence, it’s important to think about the security and accessibility of your telecoms services and the costs relating to them.

More consistent customer service needed for vulnerable people

Published: 14 June 2021

Last updated: 30 June 2023

New Ofcom research finds that some vulnerable people have experienced inconsistent customer service when getting in touch with their phone, broadband or pay-TV provider.

Telecoms firms need to do more to help customers struggling to pay bills

Published: 22 July 2021

Last updated: 30 June 2023

Ofcom has warned telecoms firms they need to do more to support people in financial difficulty, or they could face new interventions to better protect customers.

Support for customers struggling to pay their phone or broadband bill during the pandemic

Published: 2 July 2020

Last updated: 16 March 2023

If you’re struggling to pay your phone or broadband bill during the coronavirus pandemic, it’s important that you speak to your provider as soon as possible to see how they can help.