Ofcom has fined Virgin Media £23.8 million for putting vulnerable remote assistance customers at risk of harm during the migration of analogue landlines to digital.
The penalty comes after an investigation by the regulator into whether the company met its obligations to treat vulnerable customers fairly during the migration, which took place in in November and December 2023, revealed “serious systemic failures”.
According to Ofcom, Virgin Media failed to correctly identify and record the status of telecare customers, who rely on tools such as personal alarms, resulting in significant gaps in the screening process.
Its approach of disconnecting telecare customers who did not participate in the migration process, despite being aware of the risks involved, exposed thousands of vulnerable customers to a direct risk of harm and prevented their devices from connecting to alarm monitoring centres while the disconnection was in progress, it added.
Calls to landlines in the UK currently use the copper PSTN network, which is now obsolete and in need of upgrading, and the industry is transferring customers to digital landlines to ensure modern and resilient landline services.
Ofcom insists that providers protect vulnerable users during this transition, particularly those who use telecare alarms, from any disruption which could put their safety at risk.
In determining the penalty, Ofcom said that it considered the vulnerability of the customers affected, the significant duration of the breaches, the seriousness of the breach, and the significant degree of potential harm caused.
The penalty also took into consideration that Virgin Media admitted its responsibilities by initiating a settlement procedure and cooperating with Ofcom in the investigation.
The company has since taken significant steps to remedy the issues identified and has updated its policies and procedures, said Ofcom
Ian Strawhorne, director of enforcement at Ofcom, said it was “unacceptable” that Virgin Media left vulnerable customers at risk of harm and without proper support during what should have been a safe and simple landline upgrade.
“Today’s fine makes clear to companies that, if they fail to protect their vulnerable customers, they can expect to face similar enforcement action,” he said.
