Ofcom Fines Virgin Media £28 Million for Blocking Contract Cancellations
Updated
Updated · BBC.com · Jul 12
Ofcom Fines Virgin Media £28 Million for Blocking Contract Cancellations
3 articles · Updated · BBC.com · Jul 12
Summary
£28 million is the penalty Ofcom imposed on Virgin Media after finding it repeatedly prevented customers from cancelling broadband, landline and pay-TV contracts.
Millions of customer calls were likely mishandled over three years, with agents allegedly hanging up deliberately or leaving callers on hold "for no reason," delaying or stopping switches to cheaper deals.
Ofcom said customers switching now should face fewer barriers because its One Touch Switch system, launched in 2024, lets them move provider by contacting only the new company.
The case lands as UK regulators push easier switching across household services to help consumers cut costs, with similar simplified processes already in place for bank accounts and energy suppliers.