Virgin Media has been fined £23.8 million for leaving thousands of customers without access to vital telemedicine alarm systems during the digital switchover.
Communications watchdog Ofcom fined the telecoms giant after ruling it failed to protect vulnerable device users, typically older people and people with disabilities, during the transition from analogue to digital.
The industry is currently changing fixed-line services from analogue to digital, with Ofcom describing the copper network as “end of life and increasingly unreliable”.
Virgin Media said not everything had been done right in the transition, but added it had launched a “comprehensive package of improvements” for customers.
Ofcom raised concerns that telehealth users remain disconnected during the transition, warning that “any disruption to their device connection could have a significant impact on their safety.”
Telemedicine systems typically operate using an emergency button that automatically calls emergency services or caregivers when pressed on the user's landline phone.
The regulator's investigation found that Virgin Media failed to properly identify telehealth customers during its digital switchover, leaving victims without adequate support.
The company's approach meant that thousands of people were left with devices that were not connected to alarm monitoring centers.
It also found that the company's approach to telehealth clients by disconnecting users who were not involved in the transition put vulnerable clients at “direct risk of harm.”
Ofcom and Virgin Media did not provide exact figures on how many customers were affected or how long people were at risk.
The firm reported to Ofcom a series of serious incidents during the migration of telehealth clients in November and December 2023.
Ofcom said the £23.8m fine reflects the vulnerability of affected customers, the significant length of time they were exposed to risk, the seriousness of the breach and the severity of the potential harm caused.
This is the third highest fine awarded by OFCOM after the fine. Royal Mail received £50 million in 2018 for breaching competition lawand fine BT received £42m in 2017 for delaying high speed lines.
Ofcom enforcement director Ian Strawhorn said: “It is unacceptable that vulnerable customers were put at direct risk of harm and left without adequate support from Virgin Media during what should have been a safe and simple upgrade to their fixed-line services.
“Today’s fine makes clear to companies that if they fail to protect their vulnerable customers, they will face similar enforcement action.”
Virgin Media said most migrations from landline to digital were completed “without problems”.
The spokesman added: “We acknowledge we did not get everything right and have since addressed the migration issues identified by Ofcom.
“The safety of our customers is always our top priority and following a comprehensive review that began in 2023, we have already introduced a comprehensive package of improvements and enhanced support for vulnerable customers, including improved communications, additional in-home support and extensive post-migration checks, as well as working with industry and government on a joint national awareness campaign.”
