Ofcom has raised concerns about telecare users being left disconnected during the transition, warning “any disruption to their device’s connection could have material impacts on their safety”.
Telecare systems typically work by having an emergency button which automatically calls the emergency services or carers when pressed via a user’s landline.
The regulator’s investigation found during its digital switchover, Virgin Media failed to properly identify telecare customers, leaving those affected without proper support.
The company’s approach meant thousands were left with devices which were not connected to alarm monitoring centres.
It also found that the firm’s approach to telecare customers, disconnecting users who did not engage in the transition, left thousands of vulnerable customers “at a direct risk of harm”.
The firm reported itself to Ofcom over a series of serious incidents during its migration of telecare customers in November and December 2023.
Ofcom said the £23.8m penalty reflected the vulnerability of the customers affected, the significant length of time they were left at risk, the seriousness of the breach and the seriousness of the potential harm caused.
