Virgin Media has been slapped with a hefty £28 million fine for repeatedly obstructing customers from terminating their contracts. The telecoms watchdog Ofcom discovered that the company engaged in widespread and deliberate mishandling of calls, causing millions of customers difficulties in switching to other providers over a nearly three-year period from January 2022 to September 2024.
Among the tactics employed were pressuring customers to stay, unnecessary call transfers, prolonged hold times, intentionally dropping calls, and neglecting to process cancellations promptly. Virgin Media, previously fined in 2018 for the same offense, also failed to cooperate fully with Ofcom’s investigation.
Natalie Black, Ofcom’s group director for infrastructure and connectivity, emphasized the company’s actions, stating that Virgin Media impeded contract cancellations and obstructed the investigation. She highlighted that the largest-ever fine under consumer protection rules was imposed due to direct harm to consumers, sending a clear warning to providers who act against customer interests.
In response, a Virgin Media spokesperson noted significant improvements in customer service, including a complete overhaul and investment in addressing past shortcomings. The spokesperson highlighted that Virgin Media is now the broadband provider with the fewest complaints according to Ofcom data, with a substantial decrease in complaints related to cancellation difficulties.
Rocio Concha, the Director of Policy and Advocacy at Which?, expressed dismay over Virgin Media’s deliberate obstacles for customers seeking better deals, especially during challenging economic times. She commended the regulator for imposing a substantial fine, signaling severe consequences for rule violations by other firms.
