Virgin Media Fined £23.8 Million for Failing Vulnerable Customers During Service Upgrades
Virgin Media has been fined £23.8 million by Ofcom after a series of serious incidents were reported during upgrades to its home phone services in November and December 2023. The telecommunications company’s actions were deemed to have placed vulnerable customers at risk, prompting regulatory scrutiny.
The fine stemmed from Virgin Media's handling of customer migrations, a process which, according to Ofcom, did not go smoothly for many users. The regulator found that the company failed to adequately safeguard its most at-risk customers during this transition, resulting in disruptions to essential services.
The incidents reportedly involved issues that left some individuals without access to their home phone services, alarming especially for those reliant on these services due to health or safety concerns. Ofcom emphasized the importance of maintaining uninterrupted access to communication for vulnerable customers.
In response to the ruling, Virgin Media acknowledged past shortcomings, stating, “While historically the majority of migrations were completed without issue, we recognise that we didn't get everything right and have since addressed the migration issues identified by Ofcom.” The company has committed to improving its processes to ensure better service continuity in the future.
The fine underscores the regulatory body's commitment to holding telecommunications providers accountable for the welfare of their customers, especially those who are most vulnerable.