Virgin Media fined 28 million pounds by Ofcom for blocking cancellations
Ofcom fined Virgin Media 28 million pounds for deliberately hindering customers from cancelling their contracts through tactics such as hanging up and putting them on hold.
The Full Story
A plain summary built from the channels that reported this story.
Virgin Media has been fined £28 million by Ofcom, the largest penalty ever imposed under the regulator's consumer protection rules. The fine follows an investigation that found the broadband provider deliberately hindered customers from cancelling their contracts over a period of nearly three years.
Ofcom said it uncovered a range of tactics used by Virgin Media, including agents deliberately hanging up on customers, putting them on hold for no reason, and failing to process cancellation requests. The regulator estimated that millions of calls were mishandled, with the behaviour effectively encouraged through financial rewards for staff.
One customer, Ian, described his experience to the BBC. After deciding to leave Virgin Media due to service outages, he cancelled his subscription and paid his final month. But the following month he received another invoice, and was later chased by a debt collection agency with threats of court action. He said it was "incredibly difficult to leave" and that he felt "completely annoyed and frustrated that no-one was listening to me."
Ofcom's enforcement director said the fine sends a clear signal to the whole broadband market: "If you don't look after your customers, you will pay the price." The regulator also noted that a new one-touch switch service has been introduced, meaning customers only need to deal with their new provider when switching, not negotiate with the old one. Virgin Media has adopted this system.
Virgin Media apologised to those affected and said it has paid compensation where appropriate. It also stated that it has completely redesigned its customer service. However, the reputational damage may take longer to repair.
On screen
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Key Claims
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Channel Perspectives
What each channel focused on, with key quotes.
This channel provided a concise, straightforward summary of the fine and the tactics used, without including any customer testimony or detailed Ofcom commentary. It focused on the record size of the penalty and the specific obstructive behaviours.
- “Virgin Media has been handed the biggest financial penalty over under Ofcon's consumer protection rules.”
- “The £28 million fine is for repeatedly preventing customers from cancelling their contracts by using tactics such as excessive call transfers and putting customers on hold for no reason.”
BBC ONE West provided the most detailed coverage, including a customer's personal account, a direct quote from Ofcom's enforcement director, and context about the new one-touch switch service. The tone was investigative and consumer-focused, highlighting the human impact of Virgin Media's practices.
- “I was getting system outages, I wasn't getting the service I wanted, so I decided to leave. I cancelled my subscription, paid my last month, and thought that was the end of it. But the following month in May, 2023, I got another invoice and they kept on chasing that invoice to the point that I got a debt collection agency chasing me and threats of call action.”
- “This is the largest fine that we have ever put against a company underneath our consumer protection rules. At £28 million, that is obviously a substantial amount. I think we're giving a really clear signal, not only to Virgin Media, but the whole broadband market, that if you don't look after your customers, you will pay the price.”
Broadcast Timeline
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