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Ofcom Fines Virgin Media $31.5M After Digital Switchover Left Medical-Alert Users at Risk

Ofcom has fined Virgin Media $31.5 million after finding the company mishandled the switch from analog to digital landlines, leaving many medical-alert users without proper support. The regulator found thousands of devices disconnected from phone lines or monitoring centres and said some customers who did not engage in the migration were cut off and left "at direct risk of harm." Virgin self-reported incidents in late 2023, has contacted 43,000 medical-alert users, and says it has rolled out improvements. The fine includes a 30% reduction for cooperation and must be paid within four weeks.

11:07 PM, 12/01/2025Society
Ofcom Fines Virgin Media $31.5M After Digital Switchover Left Medical-Alert Users at Risk

Ofcom has fined Virgin Media $31.5 million after finding the company failed to protect vulnerable users during its migration from analog landlines to digital and voice-over-IP (VoIP) services. The regulator concluded that shortcomings in the switchover process left many people who rely on medical-alert devices—often elderly or disabled—without vital connections to monitoring centres or emergency services.

Investigation findings

Ofcom's inquiry found that Virgin Media did not reliably identify customers who use medical-alert systems, and did not provide the additional support those customers required during the upgrade. As a result, thousands of devices were left disconnected from working phone lines or their monitoring centres. The regulator also determined that some customers who did not actively engage with the transition were disconnected, leaving them "at direct risk of harm." Virgin self-reported a number of "serious incidents" in November and December 2023, which triggered the investigation.

Company response and enforcement

Virgin Media says it has launched "a comprehensive package of improvements" and carried out manual reviews of customer records. The company contacted its 43,000 medical-alert customers to help them complete the switch to digital services. Ofcom imposed a 30% reduction on the penalty because Virgin self-reported the issues, admitted the failings, and cooperated with the investigation. The fine must be paid within four weeks.

"It's unacceptable that vulnerable customers were put at direct risk of harm and left without appropriate support by Virgin Media, during what should have been a safe and straightforward upgrade to their landline services," said Ofcom Director of Enforcement Ian Strawhorne. "Today's fine makes clear to companies that, if they fail to protect their vulnerable customers, they can expect to face similar enforcement action."

What this means for customers

The case highlights risks when telecommunications providers migrate customers from legacy copper networks to digital platforms. Customers who rely on life-safety or medical monitoring devices should verify with their provider that those devices are compatible with digital services and that special-handling procedures are in place. Regulators expect companies to identify vulnerable users proactively and provide tailored support during major network changes.

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