⚖️ Virgin Media Disconnected Vulnerable Customers

The company failed to properly identify and support vulnerable customers who relied on telecare alarm systems.

Thousands of such users were disconnected, placing them at “direct risk of harm” by leaving their devices unable to call for help.

Ofcom stressed that the operator violated policies requiring fair treatment of vulnerable consumers. The case has become a major precedent, confirming that providers must ensure strong protection for users of critical services.

Virgin Media acknowledged the failure and said it has already introduced improvements, including enhanced in-home engineer support and expanded post-migration checks.