London, December 02, 2025
Ofcom has fined Virgin Media £23.8 million for disconnecting thousands of vulnerable customers during a flawed phone line migration in late 2023, which left them without access to critical emergency alarm services. The regulator condemned the telecoms provider for placing customers at direct risk of harm.
Ofcom’s Enforcement and Penalty
The communications watchdog took enforcement action against Virgin Media after it emerged that the company’s migration from analogue landlines to digital alternatives had severed emergency connections for vulnerable Telecare users. These customers, reliant on emergency alarm monitoring, were disconnected when they failed to engage with the mandatory migration process. As a result, they were unable to reach alarm monitoring centres during the period of disconnection, effectively losing access to life-critical emergency support.
Ian Strawhorne, Ofcom’s Director of Enforcement, characterized the conduct as “unacceptable,” emphasizing that vulnerable individuals were “put at direct risk of harm and left without appropriate support,” during what should have been a safe and straightforward service upgrade.
Virgin Media, upon recognizing its failures, fully disclosed the issues to the regulator and collaborated throughout the investigation. While these factors influenced the determination of the penalty’s size, Ofcom clarified that the £23.8 million fine would be paid to the Treasury and would not result in individual compensation for affected customers.
Incident Details and Customer Impact
The disconnections occurred during a broad migration exercise intended to replace older analogue landline technology with digital systems—a change mandated across the UK telecoms sector. However, the process implemented by Virgin Media failed to adequately safeguard vulnerable customers dependent on Telecare services. The affected users were effectively cut off from emergency response systems for the duration of their disconnection, leaving them unable to summon urgent assistance.
This failure brought to light significant risks associated with digital transitions in critical communication services, especially for senior citizens and other vulnerable populations who rely heavily on analogue alarm systems for their safety and well-being.
Regulatory Signal to the Industry
Ofcom’s decisive enforcement action serves as a caution to telecommunications providers regarding the protection of at-risk customers amid infrastructure upgrades. The regulator underscored that similar breaches in duty to safeguard vulnerable users would be met with stringent penalties. This case illustrates the elevated regulatory vigilance on firms to maintain continuity and accessibility of emergency services, particularly for elderly and vulnerable individuals.
Implications for Business Leaders and Policymakers
The Virgin Media fine highlights the critical responsibility telecom companies bear in ensuring zero disruption to essential services during technology migrations. Business leaders and policymakers must take note of the risks posed by rapid digital upgrades, ensuring robust safeguards, clear customer communication, and contingencies tailored to vulnerable groups. The case illuminates the need for stringent regulatory oversight and proactive corporate governance to prevent harm to dependent populations during modernization processes.
As telecom providers continue evolving infrastructure to meet future connectivity demands, the protection of vulnerable customers and preservation of life-saving services must remain paramount to avoid compromising public safety and incurring regulatory sanctions.