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Virgin Media has been fined £23.8million for putting vulnerable customers “at risk of harm” during a move to digital landline. The media company received the penalty after reporting incidents that breached the regulator’s consumer protection rules.

Ofcom launched an investigation after incidents in November and December 2023. Ian Strawhorne, Ofcom’s director of enforcement, said on Monday: “It’s unacceptable that vulnerable customers were put at direct risk of harm and left without appropriate support by Virgin Media during what should have been a safe and straightforward upgrade to their landline services.

“Today’s fine makes clear to companies that if they fail to protect their vulnerable customers, they can expect to face similar enforcement action.”

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