TSA Statement on Virgin Media O2 Fine and the Importance of Safe Digital Migration

0​4 December 2025

We are aware that recent news of Virgin Media O2 being fined £24m by Ofcom for leaving vulnerable customers 'at risk of harm' during the digital switchover has caused understandable concern across the technology enabled care community. At the heart of this story are people who rely on telecare every day to feel safe and to live independently. The issues raised link back to the deaths of two telecare users two years ago. These events were a stark reminder of the real-world consequences when processes are not robust enough to protect those who draw on care and support.

Following those tragedies, government brought together central and local government, communication providers and representatives from the telecare sector through the Telecare Advisory Board. TSA has been part of this group from the beginning, helping to share learning from our members and the wider TEC community, whilst highlighting the importance of clear communication, shared responsibility and person-centred planning during digital migration.

TSA also contributed to discussions that shaped the Public Switched Telephone Network Charter, which sets out expectations for how communication providers should manage digital upgrades for telecare users. The charter aims to ensure a more consistent and safer experience for people as the analogue network continues to be retired. Virgin Media O2 and BT were the first organisations to sign up to these commitments.

Alongside this national work, TSA collaborated with Virgin Media O2 on practical testing designed to improve understanding of telecare risks. This included a trial in Stockport with Carecall, Stockport Council’s telecare service, which allowed providers to look more closely at how processes worked in real households. The learning from this activity helped shape six core steps for safer migration. Follow up work in South Wales with Cardiff Telecare added further insight, again focused on reducing risk and strengthening communication with individuals and their families.

As we approach 2026, when many communication providers will increase the pace of migration, TSA believes the sector is more aware, better informed and more focused on people’s safety than it was two years ago. There is still work to do and TSA will continue to support members, share evidence and encourage good practice across the system.

If any TSA member has concerns or questions about digital migration, please contact TSA on ALLIP@tsa-voice.org.uk so we can help raise and address issues as quickly as possible.