London, December 01, 2025
Virgin Media has been fined £23.8 million by Ofcom for disconnecting vulnerable UK customers relying on essential telecare emergency alarm systems during its analogue to digital landline migration between August 2022 and December 2023. The regulator cited failures to identify and support these customers as putting them at direct risk of harm.
Details of the Incident
During the transition from copper-based analogue lines to digital services, Virgin Media did not adequately screen or record which customers depended on telecare devices. Many of these users were elderly or had disabilities and relied on alarms connected to their landlines to contact emergency services and monitoring centres. Customers who failed to actively engage in the migration process were disconnected, leaving thousands without access to life-saving systems, particularly critical during power outages or medical emergencies.
Regulatory Findings and Response
Ofcom launched an investigation in December 2023 after Virgin Media disclosed its shortcomings. The regulator concluded that Virgin Media breached consumer protection rules by failing to ensure fair and adequate treatment of vulnerable customers during the service upgrade. Ofcom’s Director of Enforcement, Ian Strawhorne, condemned the operator’s actions, describing the situation as “unacceptable” and emphasizing the direct risk of harm caused by the lack of appropriate support. Despite Virgin Media’s cooperation during the investigation, the severity of the breach warranted one of the largest fines ever imposed by Ofcom.
Broader Telecommunications Context
The UK is steadily phasing out traditional copper landlines in favour of digital alternatives, a process accompanied by complex challenges for providers and consumers alike. Other telecom companies have also paused migration efforts concerning vulnerable customers to mitigate similar risks. Emerging solutions include battery backup packs and hybrid devices that operate via mobile networks to safeguard telecare connectivity during technological transitions.
Implications for the Sector
This case underscores the critical importance of safeguarding vulnerable populations during technological upgrades. It sets a precedent for stronger enforcement of consumer protection rules within the telecommunications sector, signalling that providers must prioritize the safety and inclusion of all users during network evolutions. Failure to do so may result in substantial regulatory penalties and reputational damage. The incident also highlights a growing need for clear identification processes and robust support mechanisms to protect those who depend on telecare and emergency alarm systems as landline infrastructures evolve.
As the telecom industry accelerates digital migration, this penalty serves as a stern reminder that the transition must be managed with the utmost care to prevent exposing vulnerable individuals to avoidable risks.