BREAKING: Virgin Media has been hit with a staggering £23.8 million fine after disconnecting thousands of vulnerable customers during its transition to digital landlines, putting them “at direct risk of harm,” according to Ofcom. The penalty was confirmed following an urgent investigation into the company’s failure to properly identify and support telecare customers in November and December 2023.
This critical breach occurred during a major telecoms sector shift from copper-based landlines to digital networks, affecting customers who rely on emergency alarm systems linked to monitoring services. Ofcom found that several telecare devices were unable to connect to alarm monitoring centers while their networks were cut, potentially endangering lives.
Ofcom’s investigation revealed that Virgin Media did not log the status of its telecare customers adequately, leading to significant lapses in support during this crucial transition period. The regulator emphasized that this negligence placed vulnerable individuals in precarious situations, prompting the hefty financial penalty.
In a statement, Ian Strawhorne, Ofcom’s director of enforcement, declared:
“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 financial repercussions are severe for Virgin Media, which now has four weeks to settle the fine before it is directed to the Treasury. The fine reflects the seriousness of the breach, considering the duration, severity, and potential impact on affected customers.
In response to the fallout, a Virgin Media spokesperson stated that since the incidents in 2023, the company has updated its procedures. They reassured customers that safety remains their top priority, implementing a comprehensive package of improvements and enhanced support for vulnerable individuals. This includes better communication, additional in-home support, and extensive post-migration checks.
The spokesperson emphasized, “While historically the majority of migrations were completed without issue, we recognize that we didn’t get everything right and have since addressed the migration issues identified by Ofcom.”
Virgin Media claims to be working closely with Ofcom, telecare providers, and local authorities to ensure that customers needing extra support are identified and protected. They are confident that the new processes in place will facilitate a safer transition to digital services going forward.
As the situation develops, customers and stakeholders in the telecommunications sector will be watching closely to see how Virgin Media rectifies its approach to vulnerable customers and whether similar enforcement actions will be taken against other companies in the industry.
This unfolding story highlights the urgent need for telecom providers to prioritize customer safety, especially during significant technological transitions. Stay tuned for further updates on this critical issue.
