Ofcom Fines Virgin Media £23.8 Million

Ofcom has fined Virgin Media £23.8 million after finding that the company’s move to digital landlines left thousands of vulnerable telecare customers at direct risk of harm.

What Ofcom Has Decided

On 1 December 2025, Ofcom announced that it had imposed a £23.8 million penalty on Virgin Media for serious failings during its programme to migrate customers from traditional analogue landlines to digital services.

Why?

The regulator’s investigation concluded that, between August 2022 and December 2023, Virgin Media’s handling of telecare users breached its consumer protection obligations. For example, under Ofcom’s rules, telecoms providers must have clear and effective policies to ensure the fair treatment of customers whose circumstances make them vulnerable.

In practice, Ofcom found that Virgin Media failed on two major fronts. First, it did not properly identify and record telecare customers, which created significant gaps in its screening and support processes. Second, it disconnected some known telecare users who did not respond to the company’s contact attempts about the digital switchover, despite the risks that disconnection posed.

Those disconnections prevented telecare alarm devices from reaching monitoring centres in an emergency, leaving affected users in potentially unsafe situations. Ofcom said this put thousands of vulnerable people at direct risk of harm.

Four Weeks To Pay

Virgin Media must pay the £23.8 million fine within four weeks. The amount reflects a 30 per cent reduction in recognition of the company’s decision to admit liability, cooperate with Ofcom’s investigation and enter a formal settlement process.

Why Telecare Users Were So Exposed

Telecare systems are widely used by elderly, disabled or otherwise vulnerable people who rely on an emergency pendant or wristband to call for help. When activated, the device connects via the user’s landline to an alarm monitoring centre or a designated carer. Any break in that connection, therefore, can have severe consequences for anyone experiencing a fall, sudden illness or another emergency.

Transition

The UK’s telecoms sector is currently transitioning from the ageing public switched telephone network, the copper based PSTN, to digital IP based voice services. The PSTN is now considered beyond its intended lifespan and increasingly unreliable, which is why the digital upgrade is underway across the industry.

For most households, the change is relatively straightforward. For telecare users, however, migration must be handled with greater care. Telecare devices may not work correctly if not fully tested on digital lines, and power outages can affect digital services unless appropriate backup solutions are in place. For this reason, Ofcom has repeatedly stressed that telecoms companies must identify, protect and support these users throughout any transition.

How Virgin Media’s Switchover Went Wrong

Virgin Media first alerted Ofcom to a series of “serious incidents” involving telecare customers in November and December 2023. These reports triggered a formal investigation into whether the company had systemic issues in its migration process.

Over a period of roughly sixteen months, Ofcom found that Virgin Media’s approach had exposed vulnerable users in several ways. For example, significant numbers of telecare customers were not correctly identified in Virgin’s internal systems, meaning they were not flagged for the additional support required during migration.

Ofcom also found that Virgin Media disconnected some telecare users who did not respond to letters, emails or calls about the switchover. These disconnections went ahead even though the company was aware of the risks this created for users who depended on working landlines for emergency assistance.

During its remedial work, Virgin Media contacted 42,991 identified telecare customers to support them through migration. This figure gives a sense of the scale of the telecare customer base that the company needed to re-assess once the issues came to light.

What Virgin Media Says In Its Defence

Virgin Media has accepted Ofcom’s findings and the pretty substantial fine. The company has emphasised that the majority of migrations were completed without issue, but acknowledges that it did not get everything right for telecare users.

A spokesperson said the company recognised the problems that occurred and had since addressed the issues identified by Ofcom. Virgin Media has also highlighted the broader context, stating that the move to digital phone lines is essential because analogue lines are becoming less reliable and are increasingly difficult to maintain.

Reviews And Improvements

The company says it’s carried out an end to end review of its digital migration processes and introduced a “comprehensive package of improvements”, including:

– Better targeted communications for telecare users.

– Additional in home support during the switchover.

– Extensive post migration checks.

– Manual reviews of customer records to identify additional telecare users.

– A new policy that keeps non engaging telecare customers in a continuous engagement process rather than disconnecting them.

Virgin Media also says it is working with government, Ofcom and local authorities on a national awareness campaign to help improve understanding of the digital switchover and the specific needs of telecare users.

Virgin Media Customers

For most customers, the fine itself doesn’t change day to day services, since the money will go directly to the Treasury. However, the wider questions relate to whether Virgin Media’s updated processes are now strong enough to prevent a recurrence and whether customers, particularly those responsible for the care of vulnerable people, can have confidence in the company’s revised safeguards.

Businesses that rely on landlines for safety critical systems are likely to now be paying close attention to these developments. For example, telecare is the highest risk category, but many organisations still have legacy analogue dependencies, including alarm systems, lift phones, payment terminals and monitored entry systems. As the Virgin Media case shows, identifying those dependencies early is essential to ensure continuity during migration.

How Significant Is This Penalty?

The penalty sits among Ofcom’s larger fines in recent years. It is smaller than the £50 million fine issued to Royal Mail in 2018 and the £42 million penalty imposed on BT in 2017, but it is one of Ofcom’s largest decisions involving consumer protection rather than competition or technical service breaches.

What sets this case apart, however, is its focus on vulnerability and safety. Ofcom has made clear that the digital switchover cannot be treated as a purely technical exercise, particularly where safety critical devices are involved. Providers must be able to demonstrate that they have identified every customer who relies on telecare or similar services and that they have a safe, verified plan for migrating them.

Implications For Rivals And The Wider PSTN Switchover

The decision arrives during a complex national transition. Telecoms providers, government and industry bodies have agreed new charters and non voluntary migration checklists designed to strengthen protections for vulnerable customers. These include new expectations around individual risk assessments, enhanced contact attempts and safeguards before any disconnection can take place.

Other major providers have already had to revise their own migration plans in response to concerns about telecare reliability. The Virgin Media case is likely to intensify scrutiny across the sector, as Ofcom has made clear that it will not hesitate to take enforcement action if providers cannot demonstrate that vulnerable customers are being safeguarded.

Questions And Criticisms

The decision has raised several points of debate. For example, one relates to the absence of direct compensation, since the fine goes to the Treasury rather than to affected customers or local authorities who may have had to respond to incidents during the switchover. Ofcom’s role in this case is enforcement rather than redress, which means affected users will not receive direct financial support through this process.

Another issue is whether the failures identified at Virgin Media point to a broader challenge for the sector. Telecare providers, charities and parliamentary committees have continued to highlight confusion about responsibilities during migration, particularly where equipment manufacturers, care providers and telecoms companies all play different roles in keeping telecare services working.

There are also concerns that awareness among small businesses and property managers remains low. For example, even organisations not directly involved in health or social care may still rely on analogue lines for alarms, access systems or monitoring equipment without realising the implications of the switchover. The Virgin Media enforcement action is likely to prompt renewed calls for clearer guidance, more proactive industry communication and closer coordination with equipment suppliers.

What Happens Next?

Virgin Media has already paused and redesigned parts of its migration process. The company is now operating under updated policies, a revised engagement model for telecare users and closer regulatory oversight.

Ofcom is continuing to issue guidance on how providers should handle the remainder of the PSTN switch off. This includes expectations around vulnerability assessments, business continuity planning and coordination with emergency services, local authorities and telecare operators.

The case is likely to remain a reference point for months to come as organisations, regulators and telecoms companies navigate the final stages of the UK’s shift to digital landline services.

What Does This Mean For Your Business?

This enforcement decision leaves the sector with a clearer sense of what regulators expect during the remainder of the switchover. Virgin Media’s failings were specific, but the underlying challenges are shared across the industry, particularly the difficulty of mapping analogue dependencies and ensuring that every vulnerable user is identified before any change goes ahead. The scale of the fine signals that Ofcom is prepared to act when those responsibilities are not met, which will shape how major providers approach their own migration plans over the next year.

The case also demonstrates why UK businesses should pay closer attention to their remaining reliance on analogue systems. Many organisations have digitalised most of their operations but still depend on a single lift line, alarm system or monitored entry point that uses outdated infrastructure. The disruption experienced by telecare users shows how easily those hidden dependencies can be overlooked and why forward planning is essential. For sectors such as housing, healthcare, facilities management and retail, the risks are not only technical but operational and reputational.

For telecare users, charities and local authorities, the decision provides reassurance that regulators are watching and treating these risks seriously. It also highlights how fragmented responsibilities have made safe migration more complicated. Telecoms providers can update their own processes, but the safety of vulnerable customers also depends on the readiness of equipment manufacturers, monitoring centres and care providers. The outcome may drive more coordinated planning across these groups, which has often been missing.

The broader lesson for the sector is that the digital switchover is not simply a matter of replacing one network with another. It is an exercise in risk management that requires precise data, careful customer engagement and a full understanding of how different services interact with the telecoms network. Virgin Media has now rebuilt much of its process, but the scrutiny it faced is likely to set new expectations for every provider involved in the transition.

As the migration continues, the focus will shift to whether the safeguards now put in place are strong enough to prevent a repeat of the problems uncovered here. The coming months will show whether the industry can maintain the pace of digital upgrade while keeping vulnerable customers protected and giving businesses and public sector bodies the certainty they need to manage their own critical systems.