As the UK transitions from analogue to digital landline services, disabled people, older adults, and particularly blind and partially sighted people depend more than ever on safe, reliable communication systems. Recent findings from Ofcom have highlighted the importance of getting this transition right for those who rely on telecare and other emergency alert devices.
Telecare systems are lifelines. They allow someone to press a button during a fall, medical episode, or emergency and automatically contact carers or the emergency services through their landline. For people who are blind or partially sighted, these systems can be essential—especially when navigating the home safely or living independently.
What Ofcom Found
In November 2023, Virgin Media voluntarily reported a number of serious incidents to Ofcom relating to telecare customers during its digital switchover programme. Following an investigation, Ofcom concluded:
-
Virgin Media did not adequately identify all customers using telecare devices during the migration.
-
As a result, some customers moved from analogue to digital were left without a fully connected telecare service.
-
Some customers who did not engage with the transition process were disconnected from the analogue network, despite relying on telecare devices.
-
Ofcom described this as leaving thousands of vulnerable people “at direct risk of harm”.
Ofcom has since issued a £23.8 million fine, citing the seriousness of the potential harm, the vulnerability of the customers involved, and the length of time risks persisted.
(These points are summaries of Ofcom’s own published wording.)
Virgin Media’s Response
Virgin Media has publicly acknowledged that “we didn’t get everything right” during the migration process.
According to statements provided to both Ofcom and the BBC:
-
The company has introduced improved communications for vulnerable customers
-
Additional in-home support is now provided
-
More extensive post-migration checks have been implemented
-
The company is part of a joint national awareness campaign with government and industry partners
-
Virgin Media states that the majority of customer migrations were completed without issue
Virgin Media has said customer safety remains its priority and that a full end-to-end review began in 2023 to improve processes.
What This Means for Blind and Partially Sighted People
At Blind Ambition, we work closely with organisations across multiple sectors to ensure disabled and visually impaired people are fully considered during major operational changes. The digital switchover is one of the largest communication infrastructure transformations in decades—and it must happen safely.
For visually impaired people:
-
Telecare devices may be used more frequently due to mobility challenges.
-
Accessible communication (large print, email, audio, phone calls) is vital for understanding service changes.
-
In-home engineering support is often needed, particularly for those who cannot visually interpret equipment.
-
Telecare outages can have serious, real-world consequences.
The Ofcom case demonstrates how crucial it is for all telecoms providers to proactively identify and support vulnerable users during the digital transition.
Seema Flower’s Comment
“When essential services change, blind and partially sighted people cannot be an afterthought. Safety, accessibility, and reliable communication are not optional—they are the foundations that allow disabled people to live independently and confidently. This switchover must be inclusive from start to finish.” — Seema Flower
Our Message to Businesses and Service Providers
Blind Ambition supports organisations to improve accessibility, communication, and customer understanding—especially for blind and partially sighted people.
If your organisation is preparing for digital change, policy updates, or large-scale operational shifts, we can help you:
-
Identify hidden accessibility risks
-
Improve communication with disabled customers
-
Train staff on inclusive service delivery
-
Review systems, processes, and equipment for accessibility
Contact us to learn more about how we can support you.
