Virgin Media has been fined £28 million by telecommunications regulator Ofcom following an investigation into the company’s systematic efforts to hinder customers from cancelling their contracts. The probe revealed that between January 2022 and September 2024, millions of cancellation calls were mishandled by call agents who pressured customers, placed them on hold, transferred them repeatedly, and failed to process termination requests—all tactics designed to frustrate and delay customers from switching providers.
Ofcom initiated the investigation after receiving numerous complaints and unsuccessful attempts to get Virgin Media to rectify the issue voluntarily. The regulator identified “systemic and repeated” failings in Virgin Media’s contract termination procedures, including a two-tier cancellation process that imposed unreasonable effort, hassle, and undue difficulty on consumers trying to leave.
Natalie Black, Ofcom’s Group Director for Infrastructure and Connectivity, stated: “Virgin Media deliberately made it harder for customers to cancel their contracts and then did not fully cooperate with our investigation. The scale of this misconduct compels us to impose our largest ever fine under consumer protection rules. Today’s action sends a strong signal that providers who put their interests above their customers’ will face severe consequences.”
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Virgin Media has responded by highlighting the significant improvements made in recent years, including redesigned customer service, enhanced training, and better quality assurance. The company’s spokesperson emphasized that Ofcom’s latest data shows Virgin Media now has the fewest broadband complaints nationwide and an 89% reduction in cancellation-related complaints compared to the previous year.
As part of the penalty, Virgin Media is required to ensure that every affected customer who lodged a complaint receives appropriate compensation or remedies within six months. The fine will be paid to HM Treasury, marking a significant enforcement of consumer rights in the telecom sector.