London, December 02, 2025
Virgin Media has been fined £23.8 million by Ofcom for disconnecting vulnerable customers during a late-2023 phone line migration, leaving thousands—including elderly and disabled users—at direct risk by disrupting emergency alarm services.
Regulatory Fine and Public Safety Risk
Ofcom imposed one of the largest ever fines on a UK telecom operator after Virgin Media’s phone line upgrade disconnected users who relied on Telecare, an emergency alarm and monitoring service. The disruption stemmed from the migration from analogue landlines to digital alternatives.
Details of the Incident
The disconnections occurred when customers failed to engage with the migration process, causing their emergency devices to lose connection with monitoring centers. This failure deprived vulnerable customers of critical emergency support. The affected group included many elderly and disabled people who depend on these alarms for safety and medical emergencies.
Official Statement from Ofcom
Ian Strawhorne, Ofcom’s Director of Enforcement, condemned the incident: “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.” The regulator emphasized the necessity for telecom providers to safeguard vulnerable users during infrastructure transitions.
Cooperation and Penalty Determination
Virgin Media voluntarily disclosed its failures and fully cooperated with the investigation, factors taken into account when determining the penalty. The company now has four weeks to pay the fine, which will be directed to the UK Treasury. It is important to note that affected customers will not receive compensation as part of this action.
Wider Industry Implications
This case highlights significant risks associated with large-scale telecom migrations, particularly for vulnerable populations reliant on emergency services. Ofcom’s enforcement underscored the critical need for robust safeguards and clear communications when upgrading essential telecommunications infrastructure.
The fine serves as a strong warning to other providers that neglecting the protection of vulnerable users will lead to severe regulatory consequences, reinforcing Ofcom’s commitment to consumer protection and public safety in the digital era.