London, December 02, 2025
Virgin Media has been fined £23.8 million by Ofcom for disconnecting vulnerable customers during its late 2023 migration from analogue to digital phone lines in the UK, resulting in thousands losing critical access to emergency Telecare services.
Details of the Fine
Ofcom, the UK’s telecommunications regulator, imposed the penalty on Virgin Media after the company disconnected customers who failed to respond to the migration process. Many affected were elderly or disabled individuals relying on Telecare alarms—services that connect directly to emergency monitoring centres. The regulator described the disconnections as “unacceptable,” emphasizing the direct risk of harm posed to vulnerable users.
Virgin Media disclosed its shortcomings to Ofcom and cooperated fully throughout the investigation, which was considered in determining the fine’s size. Despite the significant disruption, Ofcom confirmed that no compensation will be paid to affected customers; all collected funds will be directed to the UK Treasury.
Risk and Regulatory Implications
The incident highlights the critical risk telecom companies can present to vulnerable populations during infrastructure upgrades. Ofcom’s director of enforcement, Ian Strawhorne, warned that similar enforcement actions will follow when companies fail to protect such customers adequately. This episode underlines the importance of robust safeguards and proactive communication during service transitions, particularly for those dependent on emergency response systems.
Industry Context: Transition to Digital
Virgin Media’s migration is part of a wider UK industry-wide shift from traditional analogue phone lines to digital services. While this transition promises technological benefits, it also demands careful management to ensure no users are left disconnected, especially those reliant on emergency monitoring services that digital upgrades must support seamlessly.
Looking Ahead
This enforcement by Ofcom signals increased regulatory vigilance on how telecommunications providers manage vulnerable customers amid technical changes. It underscores the responsibility of service providers to prioritize safety and maintain public trust throughout modernization efforts in the sector.