VIRGIN MEDIA HIT WITH RECORD £28 MILLION FINE FOR STOPPING CUSTOMERS CANCELLING CONTRACTS

By Publisher Ray Carmen

The UK’s communications regulator, Ofcom, has imposed a record £28 million fine on Virgin Media after finding that the company repeatedly made it difficult for customers to cancel their contracts over a period of almost three years. The penalty is the largest ever issued by Ofcom under its consumer protection powers.

The investigation concluded that millions of customer calls were likely mishandled between 2022 and 2024. According to Ofcom, some customers experienced unnecessary call transfers, lengthy periods on hold, dropped calls and other practices that delayed or discouraged them from cancelling or switching to another provider. The regulator also found evidence that commission arrangements effectively rewarded some call centre staff for retaining customers.

The investigation followed nearly 2,000 customer complaints about difficulties cancelling broadband, landline and television services. Ofcom said consumers have the right to leave providers without facing unreasonable barriers, particularly in a competitive market where switching can save households significant amounts of money.

Virgin Media accepted the regulator’s findings, apologised to affected customers and said it has overhauled its customer service operations, improved staff training, revised its commission structure and introduced further measures to make cancelling services much easier. The company received a reduced penalty after cooperating with the investigation and agreeing to settle the case.

The case serves as a powerful reminder that businesses must place customers at the heart of their operations. Trust, transparency and fair treatment are not optional—they are fundamental to maintaining confidence in any brand.

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