Virgin Media O2 pledges support for 500,000 homes
Thu, 14th May 2026 (Today)
Virgin Media O2 has launched a new ESG strategy, the Responsible Business Plan, including a pledge to support 500,000 low-income households with connectivity by 2030.
The plan also sets targets to reach net zero carbon emissions across operations, products and the supply chain by the end of 2040, increase refurbished device sales, raise recycling volumes and expand digital skills support.
It replaces the Better Connections Plan, which ran from 2022 to 2025 and, according to Virgin Media O2, had already met or exceeded several targets on digital inclusion, carbon reduction and device reuse.
The new framework is organised around four areas: climate, connection, control and circularity. It covers network operations, customer services, the device lifecycle, and measures aimed at online safety and fraud prevention.
Lutz Schüler, chief executive officer of Virgin Media O2, said: "Our Responsible Business Plan is more than a strategy - it's how we do business.
"It's built into every decision we make, how we treat our customers and employees, and the products and services we provide to people across the country.
"Whether it's cutting carbon and working towards net zero, helping even more low-income households stay connected, or giving technology a second life - Virgin Media O2 is committed to being a trusted business and a force for good in people's lives."
Access targets
Under the connection strand, the operator said it would support 500,000 low-income households with essential connectivity by 2030. This will continue through its low-cost broadband and mobile tariffs for people receiving government support payments, as well as partnerships with Good Things Foundation and Hubbub.
Its National Databank initiative with Good Things Foundation has connected more than 500,000 people by providing free O2 mobile data through digital inclusion hubs and O2 stores. Its Community Calling programme with Hubbub has rehomed devices through community groups and charities, using customer returns and handsets collected through O2 Recycle.
Virgin Media O2 also said it had already provided 8.5 million people with digital skills training and online safety advice, exceeding an earlier target of six million. Under the latest plan, it aims to support six million people to navigate the online world with confidence by 2030, while continuing work on family online safety tools and anti-fraud services.
Measures in that area include Call Defence and Brand ID, which are used to identify suspicious calls and block fraudulent messages. The operator said it would continue working with cross-sector groups including Stop Scams UK.
Climate focus
On climate, Virgin Media O2 said it would continue working towards net zero by the end of 2040 across its operations, products and supply chain. This includes sourcing 100% carbon-free energy from UK sources, improving energy efficiency and building more climate-resilient broadband and mobile networks.
Under its previous plan, the business said it reduced Scope 1 and 2 carbon emissions by 16% in 2025 and by 63% in total against a 2020 baseline. It also said it had prevented 61.8 million tonnes of carbon emissions from entering the atmosphere and removed single-use plastic from all its own-branded customer packaging.
Device reuse
Another part of the strategy focuses on extending the life of consumer technology. Virgin Media O2 said it aims to double the number of people buying refurbished devices from the company by 2030 and also double the number recycling unwanted devices through O2 Recycle over the same period.
That ambition will be supported by plans to promote device reuse in 30 cities by 2030, building on work with Coventry City Council. The approach is intended to keep devices in local use for longer, direct them to people who need them and reduce electronic waste.
According to Virgin Media O2, more than 12 million consumers have already taken what it describes as circular actions, such as recycling or buying refurbished devices. Its O2 Recycle service has processed more than four million devices since 2009 and paid out more than GBP £356 million to consumers, while more than 7.5 million items of customer equipment have been repaired, reused or recycled.
The Responsible Business Plan also includes a commitment to become a more inclusive and equitable employer. Virgin Media O2 said the strategy is intended to embed environmental and social measures across the full lifecycle of the business, from how networks are built and operated to how products affect customers' lives.
Virgin Media O2 has around 45 million UK connections across broadband, mobile, television and home phone services. Its fixed network covers 18.8 million premises and its mobile network reaches 99% of the population.