Virgin Media has been fined a record £28 million by Ofcom, the telecoms regulator, for widespread and often deliberate mishandling of calls that stopped or delayed millions of customers from switching to different providers. This is the largest consumer protection fine ever levied by Ofcom.
Investigation Findings
Over a nearly three-year period from January 2022 to September 2024, Virgin Media caused customers on millions of calls unreasonable effort, hassle, or undue difficulty when trying to cancel their contracts. Tactics included pressuring customers to stay, unnecessary call transfers, keeping callers on hold, deliberately dropping calls, and failing to process cancellations in the system.
Ofcom noted that Virgin Media had previously been fined in 2018 for breaching the same rule. Additionally, the company repeatedly failed to comply with Ofcom's information-gathering process during the investigation.
Regulator's Statement
Natalie Black, Ofcom’s group director for infrastructure and connectivity, said: “The facts are clear. Virgin Media made it harder for customers to cancel their contracts and then did not fully co-operate with our investigation. As a result, we are levelling our largest-ever fine under our consumer protection rules for direct harm to consumers. Today, we are sending a clear message that any provider who wilfully acts against the interests of their customers will pay a heavy price.”
Impact on Consumers
The fine underscores Ofcom's commitment to protecting consumer rights in the telecoms sector. The regulator's action aims to deter other providers from engaging in similar practices that hinder customer switching, which is essential for a competitive market.
