Virgin Media fined £23.8m for leaving vulnerable customers at risk during digital switchover

The regulator said the telecoms giant disconnected users of telecare devices — typically elderly or disabled people who depend on emergency alarms linked to monitoring centres — between August 2022 and December 2023.

Virgin Media reported a series of serious incidents to Ofcom in late 2023, prompting an investigation into whether the company had complied with consumer protection rules.

What is telecare?

Telecare systems
Devices that connect vulnerable people — often elderly or disabled — to emergency support services via their landline.

How it works
A user presses a button on a pendant or base unit, which automatically calls carers or monitoring centres.

Why it matters
Telecare provides immediate access to help in emergencies such as falls, illness or accidents, often saving lives.

Risks during switchover
If telecare devices are disconnected or not properly supported during the move from analogue to digital landlines, users may lose their lifeline to emergency services.

Who relies on it
Hundreds of thousands of households across the UK, particularly those with vulnerable residents, depend on telecare for daily safety and reassurance.

Failures uncovered in migration process

Ofcom’s investigation found Virgin Media failed to properly identify and record telecare customers, leaving significant gaps in its screening process.

This meant thousands of vulnerable users did not receive tailored support during the migration, and in some cases were disconnected entirely, preventing their devices from contacting alarm monitoring centres.

Ian Strawhorne, Ofcom’s Director of Enforcement, said:

“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. Today’s fine makes clear to companies that, if they fail to protect their vulnerable customers, they can expect to face similar enforcement action.”

Financial penalty and remedial steps

The £23.8 million fine reflects the vulnerability of those affected, the duration of the breaches, and the seriousness of the potential harm. Virgin Media has four weeks to pay the penalty, which will be passed to HM Treasury.

The company admitted its failings and cooperated with Ofcom’s investigation, securing a 30% discount on the fine. Virgin Media has since paused migrations, updated its policies, and introduced new safeguards, including:

• Manual reviews of customer records to identify telecare users
• A campaign contacting more than 42,000 telecare customers to support migration
• A new engagement plan to avoid disconnections for non-engaging telecare users
• Work with local authorities to establish an “end of process” for vulnerable customers

Understanding the digital landline switchover

What’s changing
Telecoms providers across the UK are replacing the traditional copper-based phone network (PSTN) with digital landlines that operate over broadband. The PSTN is considered outdated and increasingly unreliable.

Why it matters
According to Ofcom, the switchover is necessary to ensure “modern, reliable and resilient home phone services” — but the regulator has warned that vulnerable customers must be protected throughout the process.

How it works
Customers are being migrated to Voice over IP (VoIP) services, which route calls through internet connections rather than physical phone lines. Providers are responsible for ensuring continuity of service.

Timeline
The transition is industry-led and expected to complete by January 2027. Ofcom says it is monitoring compliance and investigating cases where emergency access may have been disrupted.

Public concerns
Advocacy groups and local authorities have raised concerns about telecare users, households without broadband, and those at risk during power cuts. Ofcom has stated that “any disruption to their device’s connection could have material impacts on their safety.”

What to check
Ofcom advises customers to contact their provider to confirm whether their devices — especially care alarms — are compatible with digital lines, and to ask about backup options during outages.

Virgin Media response

A spokesperson for Virgin Media said:

“We recognise that we didn’t get everything right and have since addressed the migration issues identified by Ofcom. Our customers’ safety is always our top priority and, following an end-to-end review, we have already introduced a comprehensive package of improvements and enhanced support for vulnerable customers.”

The company added that the majority of migrations had been completed “without issue” and it is now working with government and industry partners on a national awareness campaign.

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