Virgin Media fined 24m for leaving vulnerable customers 'at risk of harm'

"Virgin Media has been fined 23.8m for leaving thousands of customers without access to lifesaving telecare alarms during the digital switchover. Communications watchdog Ofcom fined the telecoms giant after ruling it failed to protect vulnerable users of the devices, typically elderly and disabled people, during the transition from analogue to digital. The industry is currently changing landline services from analogue to digital, with Ofcom describing the copper-based network as "beyond its intended lifespan and increasingly unreliable"."

"Virgin Media said it had not got everything right in the transition but added it has launched "a comprehensive package of improvements" for customers. Ofcom has raised concerns about telecare users being left disconnected during the transition, warning "any disruption to their device's connection could have material impacts on their safety". Telecare systems typically work by having an emergency button which automatically calls the emergency services or carers when pressed via a user's landline."

"The regulator's investigation found during its digital switchover, Virgin Media failed to properly identify telecare customers, leaving those affected without proper support. The company's approach meant thousands were left with devices which were not connected to alarm monitoring centres. It also found that the firm's approach to telecare customers, disconnecting users who did not engage in the transition, left thousands of vulnerable customers "at a direct risk of harm"."

Ofcom fined Virgin Media 23.8m after finding the company failed to protect vulnerable telecare users during the move from analogue to digital landlines. The regulator found Virgin Media did not properly identify telecare customers and disconnected thousands of devices from alarm monitoring centres, leaving many elderly and disabled users at direct risk of harm. Virgin Media acknowledged errors and said it launched a comprehensive package of improvements. The firm self-reported serious incidents in November and December 2023. Ofcom stated the penalty reflected customer vulnerability, the duration of risk, the seriousness of the breach and potential harm caused.

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