Virgin Media has been fined £23.8 million by Ofcom for putting vulnerable customers at risk during the switch from analogue to digital landlines. The media watchdog found that the company failed to protect thousands of people who rely on telecare alarms, which are used to call for help in emergencies.
Between August 2022 and December 2023, Virgin Media did not properly identify or record customers with telecare alarms, leading to serious system failures. The regulator noted that the company's approach to disconnecting customers who did not engage with the switch process left many without access to alarm monitoring centres.
Ofcom's director of enforcement, Ian Strawhorne, said: '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 fine, which must be paid within four weeks, includes a 30% discount because Virgin Media self-reported the incidents, admitted its failings, and cooperated with the investigation. The company has since taken steps to fix the problem, including contacting nearly 43,000 telecare users and conducting manual reviews of customer records.
A Virgin Media spokesperson said: 'While historically the majority of migrations were completed without issue, we recognise that we didn't get everything right and have since addressed the migration issues identified by Ofcom.' The company added that it has introduced improved communications, additional in-home support, and post-migration checks.
