How O2 is Improving Calls for Customers with Hearing Loss

Phone calls are one of the simplest ways to stay connected with family and friends.

Yet for millions of people with hearing loss, they can also be one of the most challenging.

Virgin Media O2 is exploring whether the answer lies not in new devices or specialist apps, but within the mobile network itself.

The operator has completed a proof-of-concept trial with cloud-native network software provider Mavenir, testing technology designed to improve the clarity of voice calls for people with hearing loss.

The trial focused on a network-based approach to accessibility.

Instead of requiring participants to install software or change handsets, the technology worked in the background, using each participant's existing mobile number and device.

Before taking part, users completed a short automated hearing test that assessed how they perceived different sound frequencies.

The results generated a personalised hearing profile, which was securely linked to their mobile number.

That profile then enabled the network to adapt speech during calls in real time, tailoring audio delivery to the individual's hearing needs and making conversations easier to follow.

The project highlights a growing opportunity for telco operators to use intelligence within the network to enhance customer accessibility rather than relying solely on device manufacturers or third-party applications.

Unlike accessibility features built into smartphones, the optimisation took place entirely within the network.

Participants could make and receive calls as normal while benefiting from audio that had been adjusted to support their hearing profile.

According to Virgin Media O2, the results were encouraging. Nearly 90% of participants reported improvements in call clarity following the trial.

Many said conversations were easier to follow, with fewer misunderstandings. They also reported reduced listening effort and a more natural calling experience.

Jorge Ribeiro, Director of Core Networks at Virgin Media O2, believes the trial demonstrates how networks can play a more active role in improving accessibility.

“For many people with hearing loss, making a phone call can be a difficult and frustrating experience.

“This trial is about using the intelligence within our network to improve that experience without asking customers to do anything differently.

“We are encouraged by the early results from this proof-of-concept and are excited to explore how this type of technology could support more accessible services for our customers in future.”

Network innovation beyond connectivity

The trial was developed in partnership with Mavenir, a supplier known for its work in cloud-native telco software and core network technologies.

Brandon Larson, SVP & General Manager, Cloud, AI & IMS Business Strategy at Mavenir, says: “Core networks are a powerful platform for innovation of services and delivering new value to customers.

“Our partnership with Virgin Media O2 in improving the call experience for their customers with hearing loss is a great example of that”.

While the technology is at the proof-of-concept stage, the trial offers a glimpse into how operators could use network-level intelligence to make everyday communications more accessible.

Instead of asking customers to adopt new hardware or alter their habits, the approach focuses on improving the experience through the network itself, potentially opening the door to a new generation of accessibility services delivered directly by telco providers.

The impact was noticeable for participants who regularly struggle with voice calls.

Mary Higgins, who is profoundly deaf and took part in the trial, says: “I usually find phone calls tiring and stressful, even with hearing aids.

“Making a call without them is almost impossible. Using the technology was a completely different experience, as I could hear clearly without my hearing aids and didn’t need to keep asking people to repeat themselves.”