Virgin Media Fined £24M for Failing to Protect Vulnerable Customers from Harm Risks

Ofcom has fined Virgin Media £24 million for failing to protect vulnerable telecare customers during its digital switchover. The telecom provider did not adequately identify telecare users, leaving thousands with disconnected emergency alarm devices.

Telecare systems enable users to call emergency services or carers by pressing an alarm button connected via a landline. Any disruption to these connections can have severe safety consequences, especially for vulnerable individuals relying on them.

The regulator’s investigation revealed that Virgin Media disconnected telecare users who did not actively engage in the transition process. This approach placed many at a direct risk of harm by leaving their devices without proper support or a link to alarm monitoring centres.

Virgin Media reported the issue to Ofcom following several serious incidents during the migration in November and December. However, neither the company nor Ofcom provided exact figures on the number of customers affected or the duration of the risks encountered.

Ofcom’s penalty reflects critical factors:

1. The vulnerability of telecare customers impacted
2. The extended period during which they were exposed to risk
3. The severity of the company’s regulatory breaches
4. The potential harm posed to those relying on telecare devices

Ofcom emphasized that even brief disruptions to telecare connections could materially affect users’ safety. The fine highlights the necessity for telecom providers to safeguard vulnerable customers during technical transitions.

Virgin Media now faces increased scrutiny as it updates its systems to prevent future failures. This case underscores the regulator’s commitment to protecting consumers who depend on critical emergency services through telecommunication networks.