Virgin Media has been penalized with a fine of £23.8 million for failing to ensure that thousands of vulnerable customers maintained access to essential telecare alarms during the critical transition from analogue to digital landline services. The UK’s communications regulator, Ofcom, determined that the telecom provider did not adequately protect users of telecare devices, which primarily serve elderly and disabled individuals relying on these systems for emergency assistance.
The ongoing digital switchover has seen traditional copper-based landlines phased out, with Ofcom labeling the existing infrastructure as “beyond its intended lifespan and increasingly unreliable.” During this transition, many telecare users were inadvertently left without a functioning connection to alarm monitoring centers, raising serious concerns about their safety. Ofcom highlighted that any disruption in the connection of telecare devices could lead to significant risks for these vulnerable individuals.
The regulator’s investigation revealed that Virgin Media struggled to identify telecare customers effectively, resulting in a lack of support for those affected. The company’s approach included disconnecting users who did not engage with the migration process, which left numerous customers “at a direct risk of harm.” This situation prompted Virgin Media to self-report to Ofcom regarding several serious incidents occurring during the migration of telecare customers in November and December 2023.
Ofcom’s enforcement director, Ian Strawhorne, expressed deep concern regarding the company’s handling of vulnerable customers, stating, “It’s unacceptable that vulnerable customers were put at direct risk of harm and left without appropriate support by Virgin Media, during what should have been a safe and straightforward upgrade to their landline services.”
The substantial fine imposed on Virgin Media reflects several factors, including the vulnerability of the affected customers, the extended duration they were left at risk, and the serious potential harm that could have arisen from the company’s actions.
In response to the ruling, Virgin Media acknowledged that it did not execute the transition flawlessly. A spokesperson indicated that the majority of migrations from landline to digital services were completed “without issue,” but emphasized that the company recognized its shortcomings. To address these issues, Virgin Media has introduced a “comprehensive package of improvements” aimed at enhancing support for vulnerable customers. This includes better communication, additional in-home assistance, and thorough post-migration checks.
Furthermore, the company is collaborating with industry partners and government bodies to implement a joint national awareness campaign, underscoring its commitment to customer safety. Virgin Media stated, “Our customers’ safety is always our top priority,” reaffirming its dedication to rectifying the challenges highlighted by Ofcom.
As the digital landscape continues to evolve, this incident serves as a critical reminder for telecommunications companies to prioritize the protection of their most vulnerable users, ensuring that transitions to new technologies do not compromise safety or accessibility.
