Virgin Media Fined £23.8m Over Telecare Safety Failures

Published: 01 December 2025. The English Chronicle Desk. The English Chronicle Online.

Virgin Media has been fined £23.8m after Ofcom concluded the company put thousands of vulnerable customers at risk during its transition from analogue to digital landline services. The regulator said the failures directly endangered people dependent on telecare alarms, which allow elderly and disabled individuals to call for help during emergencies. The penalty marks one of the most serious enforcement actions taken by the watchdog in recent years and reflects growing concerns about the safety of the national digital switchover.

Ofcom said the company experienced “serious system failures” between August 2022 and December 2023, resulting in an unacceptable level of risk for customers relying on lifesaving telecare equipment. The watchdog began investigating after Virgin Media self-reported several alarming incidents late in 2023. These cases showed that telecare users had lost access to functioning alarm services when their connections were disrupted during the move to digital lines. For many of these customers, telecare devices form a vital part of their daily safety net.

The UK’s nationwide shift to digital landlines has been underway for several years, replacing ageing analogue networks with internet-based systems. However, telecare alarms, often used by elderly people living alone or by disabled individuals requiring regular monitoring, frequently depend on analogue signals to communicate with response centres. When internet-based lines replace conventional systems, many telecare devices risk malfunction unless properly tested, configured and monitored. Industry and government guidance warns telecommunications providers to identify vulnerable customers early and ensure uninterrupted emergency access throughout the transition.

According to Ofcom, Virgin Media failed on several fronts. The regulator found that the company did not correctly identify customers who used telecare alarms and did not maintain clear records of their vulnerability status. These failures meant thousands of people were not given appropriate protection or tailored support before being switched to the new system. Some customers who did not engage with the transition process were disconnected entirely, leaving their devices unable to reach monitoring services. The regulator said these lapses placed people at “direct risk of harm”, especially if they experienced medical or mobility emergencies during disconnection periods.

Ian Strawhorne, Ofcom’s director of enforcement, said the findings exposed deeply concerning shortcomings. He noted that the switch to digital services should have been smooth and safe, with particular care taken to safeguard vulnerable groups. Instead, he said, Virgin Media allowed situations where people relying on emergency alarms could not access help when needed most. He stressed that the penalty sends a clear message to all telecoms companies that failing vulnerable customers will bring serious consequences, especially during major infrastructure transitions.

The £23.8m fine includes a 30% reduction because the company self-reported the issue, acknowledged its failures and cooperated fully with the investigation. The amount will be paid to the Treasury within four weeks. Virgin Media has already taken several corrective steps, including conducting manual reviews of customer records and contacting approximately 43,000 telecare users to ensure they received appropriate guidance and support. Ofcom said these actions were necessary but did not erase the seriousness of the initial failures.

Virgin Media released a lengthy statement acknowledging the shortcomings and outlining the improvements introduced since the issues emerged. The company said that while the vast majority of customer migrations were completed without problems, it accepted that its approach had not been adequate for some vulnerable individuals. A spokesperson said customer safety would always remain the company’s top priority and highlighted an end-to-end review launched in 2023 to identify and correct weaknesses in the migration process.

The spokesperson said Virgin Media implemented enhanced protections, which include clearer communication with customers, expanded in-home support for telecare users, and detailed checks carried out after migration to prevent disruptions. The company also said it is working with government departments, telecare manufacturers and local authorities to raise awareness of potential risks associated with the digital switchover. Virgin Media added that it is now confident the new internal systems, policies and procedures allow customers to be moved to digital services safely.

The broader digital landline transition has created challenges across the UK, especially for elderly people, rural communities and households dependent on analogue-based medical devices. Charities supporting older people have repeatedly warned that telecoms companies must take greater responsibility during the national migration. They argue customers often do not understand the technical changes or may struggle to communicate their specific needs. The fear of losing emergency access creates significant anxiety among telecare users, many of whom depend on their alarms every day.

Local authorities and telecare providers have also expressed concern about inconsistent communication across the telecoms industry. Some councils reported receiving limited information from providers when their residents were transitioned, making it difficult to offer correct advice or identify individuals who might be at heightened risk. The latest Ofcom ruling may increase pressure on other telecoms operators to examine their own processes more carefully and ensure stronger protections for vulnerable users.

Ofcom’s investigation found that Virgin Media’s internal systems failed to distinguish reliably between ordinary customers and those who depended on telecare alarms. In many cases, the company lacked accurate and up-to-date data, meaning staff could not take necessary steps to protect customers before disconnection. This led to avoidable service gaps where telecare devices could not connect to monitoring centres, even though users believed the alarms remained functional. Ofcom said these failures represented a serious breach of the company’s duty to safeguard people at risk.

The regulator emphasised that the digital transition remains critical to the long-term future of the UK’s telecoms infrastructure, enabling more reliable networks and modern technology. However, Ofcom said these upgrades cannot come at the cost of vulnerable customers’ safety. The watchdog said telecoms providers must carry out meticulous checks, maintain accurate records and communicate clearly with households before making any changes that could affect emergency access. It said these responsibilities grow even more important as the UK approaches the final stages of the analogue switch-off.

Telecare manufacturers and health organisations have called for stricter national protocols to prevent future breakdowns. Some have proposed a formal mechanism requiring telecoms providers to coordinate directly with telecare centres before switching individual customers. Others argue that the government and industry must accelerate efforts to modernise telecare equipment, so devices can operate seamlessly on digital networks without relying on outdated analogue technology.

Virgin Media said it supports broader industry cooperation and has already begun contributing to cross-sector campaigns designed to inform customers about potential risks. The company said it shares Ofcom’s goals for a safe transition and will continue improving its processes to ensure past mistakes are not repeated. Ofcom, however, said the failures occurred on a scale and severity that warranted the substantial financial penalty.

The ruling highlights the significant responsibilities facing telecoms companies as the UK modernises its communication infrastructure. It also underscores the importance of protecting vulnerable people whose safety often depends on technology that many assume will function without interruption. As the digital switchover continues, regulators, providers and public bodies will face sustained pressure to ensure no one is left unprotected during the transition.