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Virgin Media fined £28m for delaying customers' contract cancellations

Ofcom said the regulator found millions of customer calls were likely mishandled over a three-year period, including agents deliberately hanging up and putting customers on hold.

Reported · Written up by our desk · Industry & Deals

Virgin Media has been fined £28m by the UK communications regulator, Ofcom, after it found the company repeatedly made it harder for customers to cancel broadband, landline, and pay-TV contracts, including by hanging up calls and keeping callers on hold without reason, according to BBC Business.

Ofcom said its investigation found tactics such as excessive call transfers, repeated attempts to pressure customers to stay, and unnecessarily and repeatedly keeping customers on hold. It also said Virgin Media's commission scheme effectively encouraged and financially rewarded agents for that behavior.

The regulator said millions of calls from customers were likely mishandled over a three-year period, which likely prevented or delayed customers from switching to better deals with competitors. Ofcom said the calls it investigated took place between 1 January 2022 and 11 September 2024.

The BBC Business report said Virgin Media's penalty was reduced by 30% after the company admitted failing and agreed to settle. Ofcom also said Virgin Media must check within six months that any affected customers who complained received the compensation or remedies they were entitled to.

Sources