Ofcom has fined Virgin Media £28 million for failing to allow customers to cancel or switch providers. Across nearly three years, the regulator says Virgin Media prevented or delayed contract cancellations, resulting in customers being unable to move to competing services. Ofcom also reports that millions of calls from customers were “likely mishandled” during the same period, contributing to the problem.
Multiple outlets report the fine is record-sized for Ofcom in the consumer protection category, reflecting the regulator’s assessment of Virgin Media’s conduct over an extended timeframe. The reports consistently describe Ofcom’s finding that the company’s handling of customer requests for cancellation and switching was not compliant, with some customers facing delays rather than outright refusal.
The coverage agrees that Ofcom’s enforcement action follows an investigation into how Virgin Media processed cancellation-related requests and how customers experienced contact with the company during that period.
