Virgin Media has been hit with a massive £23.8 million penalty from the UK communications regulator for putting thousands of vulnerable customers at risk during a major service upgrade.
Serious Failures During Digital Switchover
The substantial fine was imposed by Ofcom for serious breaches of consumer protection rules. The watchdog found that Virgin Media failed to adequately protect customers during the migration from traditional analogue landlines to new digital services in November and December 2023.
The core failure involved the company's neglect in properly identifying and recording its 'telecare' customers. These are individuals who rely on emergency alarm systems, often worn as pendants, which are connected to monitoring centres via their landline.
Vulnerable Customers Left at Direct Risk
Due to this critical oversight, affected customers did not receive the necessary support. Their vital alarm devices were prevented from connecting to emergency monitoring centres while their phone networks were temporarily disconnected during the upgrade process.
Ofcom stated this failure put thousands of vulnerable people, who were not actively engaged in the upgrade process, at direct risk of harm. Ian Strawhorne, Ofcom’s Director of Enforcement, condemned the lapse.
"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," Strawhorne said.
He added that the fine sends a clear message to all companies that failing to protect vulnerable customers will result in serious enforcement action.
Fine and Virgin Media's Response
The £23.8 million penalty reflects the seriousness of the breach and the vulnerability of those affected. Ofcom did consider that Virgin Media self-reported the incidents and admitted its failings, which was factored into the final sum.
Virgin Media now has four weeks to pay the fine, after which it will be passed to the Treasury.
In response, a Virgin Media spokesman stated the company has updated its procedures since 2023 and introduced further safeguards. "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 spokesman said.
The firm outlined a package of support now in place for vulnerable customers, which includes:
- Improved communications before and during switchovers.
- Additional at-home support for those who need it.
- Extensive checks following the migration.
- Participation in a national awareness campaign.
Virgin Media also stressed the necessity of moving customers from traditional analogue lines, which it described as "less reliable and difficult to maintain," to modern digital services. The company maintains that this transition is essential, but must be handled with far greater care for those most at risk.
