Virgin Media Fined £24m for Failing to Protect Vulnerable Customers During Digital Switchover

Virgin Media Fined Over £24 Million After Vulnerable Customers Left Unprotected During Digital Switchover

In a landmark ruling on December 1, 2025, Virgin Media was fined £23.8 million by UK communications regulator Ofcom for failing to safeguard thousands of vulnerable customers during the nationwide upgrade from analogue to digital landline services. The decision, described by Ofcom as a response to ‘direct risk of harm,’ highlights the serious consequences when essential safety systems—used by elderly and disabled individuals—are disrupted by technical changes.

The Digital Switchover and Its Risks

The UK’s telecom industry has been steadily replacing the copper-based analogue landline network, which Ofcom called ‘beyond its intended lifespan and increasingly unreliable,’ with digital or Voice over IP (VoIP) systems. While the transition promises greater reliability and futureproofing, it also brings new challenges—especially for those relying on telecare or medical alert devices. These devices, often lifelines for elderly and disabled users, connect to emergency services or carers via landline. Any break in that link, even briefly, can mean the difference between help arriving or not.

According to BBC News and UPI, the switchover period in late 2023 exposed critical gaps. Virgin Media failed to properly identify and support telecare customers, leaving thousands with disconnected devices unable to reach emergency monitoring centres. The company’s approach, which included disconnecting users who did not actively engage in the transition process, compounded the risks. Ofcom concluded that these actions left vulnerable customers ‘at direct risk of harm.’

Ofcom’s Investigation: What Went Wrong

Ofcom’s probe began after Virgin Media self-reported a series of ‘serious incidents’ involving telecare migrations in November and December 2023. The regulator found that Virgin Media had not established adequate systems to identify which customers depended on medical alert devices, nor had it provided sufficient support during the transition. Thousands of users were left with equipment that was no longer connected to alarm monitoring centres, undermining their safety.

Neither Virgin Media nor Ofcom has specified exactly how many customers were affected, nor the duration for which they were left at risk. However, the scale was described as significant, given the seriousness and length of time vulnerable customers were exposed to harm.

Ian Strawhorne, Ofcom’s Director of Enforcement, stated: “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.”

The Fine and Virgin Media’s Response

Virgin Media’s penalty, totalling £23.8 million (approximately $31.5 million), is the third largest ever issued by Ofcom—following Royal Mail’s £50m fine in 2018 and BT’s £42m penalty in 2017. The size of the fine reflects the vulnerability of those affected, the seriousness of the breach, and the potential for harm.

Notably, the fine includes a 30% discount, as Virgin Media self-reported the incidents, admitted to the failures, and cooperated with Ofcom’s investigation. Virgin Media must pay the fine within four weeks.

In response, Virgin Media acknowledged its shortcomings. A spokesperson 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.” The company has launched a ‘comprehensive package of improvements,’ including manual reviews of customer service records, contacting its 43,000 medical alert users directly, improved communications, additional in-home support, extensive post-migration checks, and participation in a joint national awareness campaign with industry and government.

Broader Implications for the Telecom Sector

The Virgin Media case has prompted wider reflection across the UK telecom industry. The digital switchover is not unique to Virgin; all major phone networks are migrating customers. The incident serves as a warning to other providers about the need for careful planning and robust safeguards, especially for those who depend on landlines for critical services.

Ofcom’s ruling makes clear that telecom companies cannot treat the switchover as a mere technical upgrade. Vulnerable users must be proactively identified and supported throughout any major infrastructure change. Strawhorne reinforced this point: “Today’s fine makes clear to companies that, if they fail to protect their vulnerable customers, they can expect to face similar enforcement action.”

For many elderly and disabled people, a working telecare alarm is not just a convenience—it is a lifeline. The story underscores the importance of empathy and diligence in corporate responsibility, especially when technology intersects with the safety of society’s most at-risk members.

Virgin Media’s fine is more than a penalty; it is a wake-up call for the telecom industry. As the UK continues its shift to digital networks, safeguarding vulnerable customers must become a central priority—not an afterthought. Only then can technology’s promise be realized without leaving anyone behind.