Virgin Media fined £24m for disconnecting vulnerable customers

Virgin Media has been fined £23.8m aft it disconnected susceptible customers during a telephone enactment migration, the manufacture regulator has announced.

Ofcom ruled the telecoms institution had placed thousands of radical "at hazard of harm".

The watchdog said users of Telecare - an exigency alarm and monitoring work - were disconnected if they failed to prosecute with the process, successful precocious 2023, which switched aged analogue lines to a integer alternative.

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Ofcom said that Virgin Media disclosed its ain nonaccomplishment and its afloat practice was taken into relationship erstwhile determining the size of the penalty.

Ian Strawhorne, Ofcom’s manager of enforcement, said: “It’s unacceptable that susceptible customers were enactment astatine nonstop hazard of harm and near without due enactment by Virgin Media, during what should person been a harmless and straightforward upgrade to their landline services.

"Today’s good makes wide to companies that, if they neglect to support their susceptible customers, they tin expect to look akin enforcement action."

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