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Virgin Media has been penalized £23.8 million after failing to maintain access to critical telecare alarms for thousands of customers during the switch from analogue to digital landline services. The telecom provider was sanctioned by communications regulator Ofcom, which found that Virgin Media did not adequately safeguard vulnerable individuals—mainly elderly and disabled users who depend on these lifesaving devices—throughout the digital migration.
As the industry moves away from the ageing copper-based network, which Ofcom describes as “beyond its intended lifespan and increasingly unreliable,” concerns have been raised about the potential risks for telecare users during this transition. Telecare systems generally rely on an emergency button connected to a landline, which automatically alerts carers or emergency services when pressed. Ofcom’s investigation revealed that Virgin Media failed to correctly identify customers using telecare during the switchover, resulting in many devices being disconnected from monitoring centers and users receiving insufficient support.
Virgin Media’s handling of customers who did not engage with the digital transition was particularly problematic, as disconnecting these users exposed vulnerable individuals to “a direct risk of harm.” While neither Ofcom nor Virgin Media provided exact figures on how many were affected or the duration of the issues, the telecom company self-reported several serious incidents in November and December 2023 during the telecare customer migration. Ofcom emphasized that the penalty reflects the severity of the breach, the length of time customers were at risk, and the vulnerability of those affected. This fine stands as the regulator’s third-largest financial sanction to date, following notable penalties imposed on Royal Mail and BT in recent years.
Ian Strawhorne, Ofcom’s enforcement director, labeled Virgin Media’s failings as unacceptable, 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.” He added, “Today’s fine makes clear to companies that, if they fail to protect their vulnerable customers, they can expect to face similar enforcement action.” In response, Virgin Media acknowledged shortcomings during the transition but emphasized that most migrations were completed smoothly. A company spokesperson said, “We recognise that we didn’t get everything right and have since addressed the migration issues identified by Ofcom,” highlighting new measures such as improved communications, enhanced in-home support, post-migration checks, and collaboration on a national awareness campaign
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