Telecoms regulator Ofcom has imposed a hefty £23.8 million fine on Virgin Media for serious failings during the national switch from analogue to digital landlines, which left thousands of vulnerable customers in danger.
Systemic Failure During Critical Upgrade
The penalty stems from an investigation into Virgin Media's conduct in November and December 2023. Ofcom found the company failed to properly identify and record which of its customers used telecare devices. These are emergency alarm systems, often used by elderly or disabled individuals, that connect to a 24-hour monitoring service.
This critical oversight meant those customers did not receive the specialised support required during the migration process. As a result, some telecare devices were prevented from connecting to alarm centres while their landline services were being disconnected.
"Direct Risk of Harm" to Vulnerable Users
Ofcom's enforcement director, Ian Strawhorne, stated the failings put vulnerable customers at "direct risk of harm" and left them without appropriate support during what should have been a safe upgrade. The watchdog emphasised it considered the vulnerability of those affected, the breach's duration and seriousness, and the degree of potential harm when determining the penalty.
The fine was reduced because Virgin Media self-reported the incident to the regulator. The company now has four weeks to pay the £23.8 million, which will be passed to the Treasury.
Virgin Media's Response and New Safeguards
In response to the fine, a Virgin Media spokesperson acknowledged the company "didn’t get everything right" during the historical migrations. They stated that customer safety is the top priority and outlined a package of improvements introduced since 2023.
These enhancements include:
- Improved communications with customers.
- Additional in-home support provisions.
- Extensive post-migration checks.
- Collaboration on a joint national awareness campaign with the government and industry.
The spokesperson confirmed Virgin Media is now working closely with Ofcom, telecare providers, and local authorities to identify customers needing extra support, expressing confidence in its updated processes.
The case serves as a stark warning to the entire telecoms industry, which is midway through the complex process of replacing old copper landlines with digital systems. Ofcom's message is clear: companies must protect their most vulnerable customers or face significant consequences.
