London, December 01, 2025
Virgin Media has been fined £23.8 million by UK telecom regulator Ofcom for disconnecting vulnerable customers during a digital landline migration in late 2023, risking direct harm to thousands of elderly and disabled individuals reliant on emergency telecare services.
Details of the Disconnection Incident
The disconnections predominantly affected customers using Telecare services, which provide emergency alarms and monitoring for vulnerable people. Virgin Media’s failure to properly identify and support these customers throughout the migration left many without crucial emergency connections. Those who did not actively engage in the switch were disconnected, placing them at significant risk.
Ofcom’s Investigation and Response
Ofcom initiated an investigation after Virgin Media self-reported the issue. The regulator found Virgin Media’s approach both inadequate and unacceptable, noting the company’s failure to record which customers relied on telecare and to provide tailored assistance. The £23.8 million penalty is the largest Ofcom has levied in 2025, underscoring the regulator’s commitment to enforcing protections for vulnerable populations.
The Critical Need to Protect Vulnerable Customers
As the UK transitions from analogue to digital telecommunications infrastructure, ensuring the safety and accessibility of services for at-risk customers remains paramount. Vulnerable individuals, often elderly or disabled, depend on landline connections for immediate access to emergency support. Ofcom’s action highlights the imperative that telecom companies rigorously safeguard these users during technical upgrades.
Implications and Next Steps
Virgin Media has acknowledged its shortcomings and cooperated fully with the investigation. This case sets a benchmark for telecom providers, emphasizing their duty to prioritize customer safety, especially among vulnerable groups. It serves as a warning that failure to adequately manage such transitions will result in severe regulatory consequences.