Broadband customers across the UK are being urged to review their contracts and monthly bills after Ofcom fined Virgin Media £28 million for making it unnecessarily difficult for customers to cancel or switch providers over a period spanning more than two years.
Ofcom investigation findings
The regulator's investigation covered calls made between January 1, 2022, and September 11, 2024. Ofcom said some customers experienced repeated transfers between departments, lengthy waits, dropped calls and cancellations that were not processed properly. The investigation ended just before the One Touch Switch system was introduced on September 12, 2024, which allows most broadband customers to switch provider without contacting their existing company directly.
Expert advice on switching and saving
Thomas Drury, a money-saving expert at The Investors Centre, said many people continue paying inflated prices because switching feels like too much effort. He said: "This is not just a Virgin Media story. It is a reminder that cancelling a contract should not feel like a battle. If a provider makes it difficult to leave, delays you, transfers you repeatedly or pressures you to stay after you have made your decision, that can cost you real money."
According to Ofcom, broadband customers can often save hundreds of pounds by moving to a cheaper deal. However, many remain on expensive out-of-contract tariffs because they never review their package after an introductory offer ends.
Common pitfalls when cancelling
Drury said broadband is often overlooked when households are looking to cut costs. He said: "People will compare supermarket prices or shop around for car insurance, but broadband is often ignored. The problem is that once your introductory deal ends, the monthly cost can jump. If you then feel put off by the cancellation process, you could end up paying that higher price for months."
Drury also noted that many people are still unaware the rules have changed with One Touch Switch. He said: "One Touch Switch is meant to remove the awkward part of switching. In many cases, you should not need to ring your current provider and sit through a retention conversation just to move to a better deal. That is important because many people stay put simply because they dread the cancellation call."
What to do when switching
Anyone looking to change provider is also being warned not to cancel their Direct Debit before receiving confirmation their contract has ended. Drury said: "Cancelling a direct debit might feel like taking control, but it can backfire. If the provider still believes the contract is active, you may be marked as missing payments. That can create a bigger problem than the original bill."
Instead, customers are advised to keep copies of emails, screenshots, chat transcripts and any written confirmation that a cancellation or switch has been completed. Those who believe they experienced problems cancelling between 2022 and 2024 can still make a formal complaint to their provider. If the issue is not resolved within eight weeks, or they receive a deadlock letter, they may be able to take the complaint to the relevant Alternative Dispute Resolution scheme.
Check before renewing
Experts are also encouraging households to check three things before renewing any broadband package: when their current contract ends, how much they are paying each month and whether cheaper deals are now available elsewhere. Drury added: "Many people pay for broadband, TV and phone packages they barely use. Before renewing, ask what you actually need. A cheaper broadband-only deal may be better than a bundle full of services you no longer watch or use."
