Virgin Media penalized £24 million for jeopardizing vulnerable clients’ safety

Virgin Media has faced a fine of £23.8 million for putting numerous customers in jeopardy by denying them access to essential telecare alarms during the digital transition.

The communications regulatory authority imposed this penalty following a determination that the company did not sufficiently safeguard its vulnerable device users, primarily composed of the elderly and disabled, amid the changeover from analogue to digital.

The telecommunications sector is currently undergoing a shift from traditional analogue landline services to digital formats, with the authority labeling the outdated copper network as “beyond its intended lifespan and progressively unreliable.”

Regulatory Concerns

Concerns have been voiced regarding telecare users experiencing disconnections during the conversion process, with warnings that “any disruption to their device’s connection could have significant consequences for their safety.”

Typically, telecare systems operate with an emergency button that, when pressed, automatically contacts emergency services or caregivers through the user’s landline.

The regulatory body’s inquiry revealed that during the digital transition, Virgin Media inadequately recognized telecare customers, consequently leaving many without adequate assistance.

Impact on Vulnerable Users

The company’s method resulted in thousands having devices that were disconnected from alarm monitoring centers.

It also uncovered that the firm’s strategy to disconnect telecare users who did not respond adequately to the transition left these vulnerable individuals “at a direct risk of harm.”

The enforcement authority and Virgin Media have not specified the precise number of customers affected or how long individuals faced increased danger.

The telecom provider informed the regulatory authority about several serious incidents during the migration of telecare customers in November and December 2023.

“The £23.8 million fine mirrors the vulnerabilities of those impacted, the considerable duration they were endangered, the severity of the breach, and the potential harm that could ensue,” remarked Ian Strawhorne, the director of enforcement.

“The £23.8 million fine mirrors the vulnerabilities of those impacted, the considerable duration they were endangered, the severity of the breach, and the potential harm that could ensue,” remarked Ian Strawhorne, the director of enforcement.

Strawhorne added, “It is unacceptable for vulnerable customers to be left at risk without appropriate support during what should have been a straightforward upgrade.”

Virgin Media stated that the majority of the transitions from landline to digital had been executed “without issue.”

A spokesperson noted, “We acknowledge that we did not perfect every aspect and have since rectified the migration concerns highlighted by the regulatory authority.”

They emphasized, “Customer safety is always our primary concern, and following a thorough review that started in 2023, we have implemented extensive improvements and heightened support for vulnerable clients. This includes enhanced communications, more in-home assistance, and extensive post-migration assessments along with collaboration with industry partners and government on a national awareness initiative.”