Ofcom is investigating Virgin Media over its compliance with rules to protect vulnerable customers during the digital switchover.

The telecoms industry is transitioning from analogue to digital landline services, raising concerns about potential impacts on telecare systems. Virgin Media is working with Ofcom and the government, but telecare companies and local authorities must also take responsibility.

Telecare systems, which use an emergency button to call emergency services, are feared to change due to the switch to digital lines. The communications regulator, Ofcom, is investigating Virgin Media’s compliance in two areas: uninterrupted access to emergency organisations and fair treatment of vulnerable customers. Ofcom has agreed to pause forcing customers onto the new digital phone network following incidents involving personal telecare alarm failures. The regulator will publish further information on the investigation’s progress.