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
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.
