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Virgin Media fined £24m for disconnecting vulnerable customers
Ofcom fined Virgin Media £23.8 million after systemic failures during the digital landline migration left thousands of vulnerable customers' emergency alarms disconnected.
- Ofcom fined Virgin Media 23.8 million on December 1, 2025, after finding the company put thousands of telecare customers at risk during service disconnections.
- Because the ageing copper-based public switched telephone network is unreliable, the telecoms industry broadly is moving customers to digital landlines, but Ofcom found serious systemic failures in Virgin Media's migration programme .
- Ofcom's probe found Virgin failed to correctly identify telecare customers, leaving devices unable to connect to alarm monitoring centres during November and December 2023.
- Virgin Media said it has updated procedures since 2023 and must pay the £23.8 million fine within four weeks, with payment passed to the Treasury.
- Ofcom warned that telecoms companies must identify, protect and support vulnerable customers, and said the £23.8m penalty signals similar enforcement for failures during digital landline switches.
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Evening Standard+6 Reposted by 6 other sources
Virgin Media fined £23.8m after putting vulnerable customers at ‘risk of harm’
Virgin’s fine will be passed on to the Treasury.
·London, United Kingdom
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Coverage Details
Total News Sources16
Leaning Left4Leaning Right3Center4Last UpdatedBias Distribution37% Left, 36% Center
Bias Distribution
- 37% of the sources lean Left, 36% of the sources are Center
37% Left
L 37%
C 36%
R 27%
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