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Virgin Media fined after hanging up on customers trying to cancel contracts
Virgin Media has been fined £28m for repeatedly preventing customers from cancelling contracts, Ofcom said.
The communications regulator said it uncovered tactics including agents deliberately hanging up calls, and customers being put on hold "for no reason".
It said millions of calls from customers were "likely mishandled" over a three-year period which prevented or delayed them from switching to a better broadband, landline or pay-TV deal.
The penalty was reduced by 30% as Virgin Media admitted its failing and agreed to settle, Ofcom added. Virgin Media apologised to the "small proportion who experienced an issue when contacting us to agree a new deal or cancel their service in the past".
Virgin Media fined record £28m for stopping customers cancelling contracts
Ofcom levies largest-ever consumer protection fine after finding firm deliberately mishandled millions of phone calls
Virgin Media has been fined £28m by the UK telecoms watchdog for repeatedly preventing customers from cancelling their contracts over a near three-year period.
Ofcom discovered that Virgin Media âlikely mishandledâ millions of phone calls between the start of 2022 and autumn 2024, with deliberate call-dropping tactics, unnecessary call transfers and putting customers on hold for âno reasonâ.
The watchdog investigated the company after it received almost 2,000 complaints from Virgin Media broadband, landline and pay TV customers who struggled to cancel their contracts.
The £28m fine, which was reduced by 30% as Virgin Media admitted to its failing and agreed to settle the case, is Ofcomâs biggest ever under the regulatorâs consumer protection rules.
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