Virgin Media has been fined £23.8 million by communications regulator Ofcom for failing to properly support vulnerable customers during the transition from analogue to digital landline services. This fine follows the company’s inability to ensure that users of telecare alarms, particularly elderly and disabled individuals, maintained access to these life-saving devices throughout the digital switchover.
Ofcom found that Virgin Media did not adequately identify telecare customers during this transition, which resulted in numerous customers being left without proper connection to alarm monitoring centers. The regulator indicated that any disruption to these devices could significantly impact the safety of users. This digital switchover was part of a broader industry movement towards replacing the outdated copper-based network, which Ofcom deemed increasingly unreliable.
The transition took place in late 2023, during which Virgin Media reported a series of serious incidents. Ofcom noted that the company disconnected users who did not actively engage in the migration process, placing many vulnerable customers at risk. Ofcom’s enforcement director, Ian Strawhorne, labeled the situation as unacceptable and emphasized that companies must prioritize the safety of their vulnerable customers.
In response to the findings, Virgin Media admitted to shortcomings during the transition but claimed that most migrations were completed without issues. The company has initiated improvements, including enhanced communication and in-home support for vulnerable customers, and is working on a national awareness campaign in collaboration with industry stakeholders and the government. The fine reflects the seriousness of the breaches and the length of time customers were left at risk.
Source: https://www.bbc.com/news/articles/ce8qv9319zlo?at_medium=RSS&at_campaign=rss