Virgin Media Fined £28 Million for Blocking Contract Cancellations

Virgin Media has been hit with a record £28 million fine for making it difficult for customers to cancel their contracts, the UK's communications regulator Ofcom announced.

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The facts are clear. Virgin Media made it harder for customers to cancel their contracts and then did not fully cooperate with our investigation.

Ofcom found that millions of customer calls between January 1, 2022, and September 11, 2024, were likely mishandled by call agents. Tactics used to delay or prevent cancellations included excessive call transfers, persistent pressure to retain customers, and unnecessary prolonged hold times. The regulator stated that Virgin Media's commission structure "effectively encouraged" and financially rewarded call center staff for these obstructive practices.

"The facts are clear. Virgin Media made it harder for customers to cancel their contracts and then did not fully cooperate with our investigation," said Natalie Black, Ofcom's group director for infrastructure and connectivity. "As a result, we are levelling our largest ever fine under our consumer protection rules for direct harm to consumers." She emphasized that the fine sends a strong message that companies acting against customer interests will face significant penalties.

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As a result, we are levelling our largest ever fine under our consumer protection rules for direct harm to consumers.

The penalty was reduced by 30% because Virgin Media admitted its failings and agreed to settle the case. Despite the reduction, the £28 million fine remains Ofcom's largest ever imposed under its consumer protection rules and its third largest penalty in general. Ofcom initiated the investigation following complaints from 1,881 customers who reported difficulties in canceling their services.

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Today, we are sending a clear message that any provider who wilfully acts against the interests of their customers will pay a heavy price.