Ofcom has fined Virgin Media £23.8 million for disconnecting vulnerable customers relying on telecare alarms during the operator’s migration from analogue to digital landlines.
The regulator found “serious systemic failures” in the way Virgin Media handled its PSTN switchover between August 2022 and December 2023, including failures to properly identify and record telecare users, leaving significant gaps in screening and support. Thousands of vulnerable customers were put at “direct risk of harm” when non-engaging telecare users were disconnected, preventing their devices from reaching alarm monitoring centres while lines were cut off.
Ofcom concluded that Virgin Media had breached General Condition C5.2 by failing to comply with its own policies for the fair and appropriate treatment of vulnerable consumers. The £23.8 million penalty – which includes a 30% discount for early admission and cooperation – must be paid within four weeks and will be passed to HM Treasury
The case is one of the highest-profile enforcement actions linked to the UK’s industry-led transition off the ageing PSTN, and underlines Ofcom’s warning that providers must ensure robust protections for users of safety-critical services such as telecare alarms during digital upgrades.
Ofcom’s director of enforcement Ian Strawhorne said it was “unacceptable that vulnerable customers were put at direct risk of harm and left without appropriate support” during what should have been a routine upgrade, warning other providers they can expect similar enforcement action if they fail to protect vulnerable users.
A Virgin Media spokesperson said it recognised it didn’t get everything right and has since addressed the issues highlighted by Ofcom. “We have already introduced a comprehensive package of improvements and enhanced support for vulnerable customers including improved communications, additional in-home support and extensive post-migration checks, as well as working with the industry and Government on a joint national awareness campaign.
“We’ve been working closely with Ofcom, telecare providers and local authorities to identify customers requiring additional support and are confident that the processes, policies and procedures we now have in place allow us to safely move customers to digital landlines.”
As part of its review Virgin contacted customers that might have been affected by a similar process failure and ensured that their line and any telecare device were working. No further cases were found.
Further measures brought in include additional in-home support from engineers and post migration checks to ensure everything was working as it should.
