Currently, landline services are being converted from analog to digital by the telecom sector.
However, the regulator is worried about how it would affect some individuals, such as those who use landline-dependent telecare systems.
Virgin Media declared that it was closely collaborating with the government and Ofcom.
However, it also said that other people had to accept accountability.
“While telecoms companies like us have a crucial role to play in this switchover activity, it’s essential that telecare companies and local authorities also step up and meet their responsibilities to ensure everyone receives the support they need,” according to a spokesman.
When an emergency button on a telecare system is touched using a user’s landline, the emergency services are automatically contacted.
Currently, because traditional copper phone lines are typically unaffected by an outage of electricity, they continue to function even during blackouts.
When telecare services are converted to digital lines—which can be susceptible to power outages or internet dropouts—it is believed that things will alter.
Virgin Media’s compliance in two areas is the subject of an investigation, according to the communications regulator:
Guidelines for taking the required actions to guarantee that clients have continuous access to emergency organizations
Guidelines for treating vulnerable clients fairly
Telecom companies decided in December to stop pressuring users to switch to the new digital phone network after several “serious incidents” involving personal telecare alarms not working.
Ofcom stated in a statement about its inquiry into Virgin Media that it had “been clear” to telecom companies that they were required to identify and assist the vulnerable.
“A critically important function of the telephone network is to allow people, particularly vulnerable people, to contact the emergency services,” added the statement.
“Therefore, any action, or inaction, taken by communications providers which disrupts consumers’ ability to reach these services is of the utmost seriousness,” it stated.
In due course, the regulator promised to release more details regarding the investigation’s progress.
