Summary
Virgin Media has been fined £23.8 million for not properly protecting vulnerable customers during a change from analogue to digital phone services. The issue affected customers who used telecare alarms, which help them get emergency assistance. Ofcom, a communications watchdog, imposed the fine because these customers were left without essential support.
Key Facts
- Virgin Media received a £23.8 million fine for failing to support vulnerable telecare users during the digital switch.
- Ofcom imposed the fine, criticizing Virgin Media's handling of the transition from analogue to digital landlines.
- Vulnerable customers, such as elderly and disabled people, relied on telecare alarms for emergencies.
- The transition left many users without working alarms, putting their safety at risk.
- Virgin Media admitted to not handling the transition perfectly and announced improvements for affected customers.
- Ofcom highlighted the need for reliable connections due to the vital role of telecare systems.
- Virgin Media reported itself to Ofcom after issues arose in November and December 2023.
- The fine aims to ensure companies protect vulnerable customers in the future.
