Virgin Media has been fined £28 million by Ofcom for systematically preventing customers from cancelling their contracts, according to a statement released on July 8, 2026. The regulatory body revealed that the telecom giant employed tactics such as hanging up on customers and keeping them on hold without reason, impacting millions of calls over a three-year period.
Ofcom's Investigation Findings
Ofcom's investigation revealed several concerning practices by Virgin Media, including:
- Deliberately hanging up on customer calls
- Excessive and unnecessary call transfers
- Pressuring customers to remain with Virgin Media
- Keeping customers on hold repeatedly
The regulator noted that these actions likely dissuaded customers from switching to better deals for broadband, landline, or pay-TV services. The fine was reduced by 30% as Virgin Media admitted its failings and opted to settle.
Customer Experiences and Complaints
Ofcom received complaints from 1,881 customers who reported difficulties when trying to cancel their services. Many resorted to cancelling direct debits, which led to additional complications such as missed payments that affected their credit scores. One customer, Anthony from Brighton, shared his frustration: "I never got to speak to a person. Basically, I gave up." He described how he was renewed without notification and is now paying £90 more per month.
Ofcom's group director for infrastructure and connectivity, Natalie Black, stated that Virgin Media's actions were "pretty shocking" and highlighted a lack of cooperation during the investigation. She emphasized that the company's procedures made it harder for customers to cancel their contracts.
Regulatory Changes and Virgin Media's Response
In response to the findings, Ofcom has introduced new safeguards, including the "One Touch Switch" process launched in 2024, aimed at simplifying the process for switching providers. Virgin Media has reportedly made significant changes to its customer service, including improving its commission scheme and enhancing staff training.
According to a Virgin Media spokesperson, the company has "completely redesigned" its customer service and addressed historic shortfalls. They noted that complaints regarding difficulties in leaving the service have decreased by 89% compared to the previous year.
Virgin Media must pay the fine within two months, and the funds will be directed to the Treasury. This penalty represents the largest ever issued under Ofcom's consumer protection rules, highlighting the regulator's commitment to ensuring fair treatment for consumers.
🤖 This article was rewritten by Feed and Figures' editorial AI from a report originally published by BBC News. Facts and quotes are preserved from the original; the rewrite focuses on clarity and structure. For the unedited original, see the source link below.
