Ofcom fines Virgin Media £23.8m for telecare risk during digital switchover

The UK telecoms regulator, Ofcom, has imposed a substantial fine on Virgin Media after concluding that vulnerable telecare users faced safety risks during the shift from analogue to digital landlines. The £23.8 million penalty reflects concerns about protection gaps and the duration of exposure to disruption.

What happened during the digital switchover

As traditional copper lines moved to digital technology, Virgin Media failed to correctly identify telecare customers, leaving many devices unconnected to monitoring centres. When an emergency button was pressed, timely alerts could be delayed or missed.

Why this mattered for vulnerable customers

Telecare systems are used mainly by older adults and people with disabilities who depend on a steady connection to call for help. A disruption in connectivity could have serious safety consequences.

Virgin Media's response

The company acknowledged some missteps and said it has rolled out a broad package of improvements, including clearer communications, more in-home support, and extended post-migration checks. Virgin Media is also working with government campaigns to raise awareness of the changes.

Ofcom's findings and the penalty

Ofcom found the company's approach to telecare customers was inadequate and that some users were disconnected because they were not engaged with the migration. The regulator noted the risk was direct and that the breach was serious enough to warrant a fine of £23.8 million, placing it among the largest penalties in Ofcom's history. Ofcom also explained it did not publish exact numbers on how many customers were affected or for how long the risk existed.

Expert commentary

Expert comment: A telecommunications analyst says the decision sends a clear message that regulators will protect vulnerable users during major upgrades and that ongoing oversight is essential to prevent harm.

Summary

The case highlights the critical need to safeguard vulnerable customers during essential service upgrades. Ofcom's action signals that telecoms firms must plan better communications, provide in-home support, and conduct thorough post-migration checks. Virgin Media has pledged to continue enhancements to safety and awareness as part of its ongoing migration programme.

Key takeaway: Regulators will enforce strong protections for vulnerable customers during big network changes. Source: BBC News