Breaking News: Virgin Media Fined £28 Million by Ofcom
Virgin Media has been fined £28 million for preventing customers from cancelling contracts, according to Ofcom. The regulator found that millions of customer calls were mishandled over nearly three years, making it difficult for customers to switch to better deals.
Ofcom reported tactics such as call-dropping, unnecessary hold times, and excessive transfers to delay or prevent cancellations. The fine was reduced by 30% after Virgin Media admitted its failures and agreed to settle.
This penalty is the largest Ofcom has issued under its consumer protection rules. Ofcom received complaints from 1,881 customers who reported issues when trying to cancel.
Ofcom’s investigation revealed that only certain agents could process cancellations, causing over a million callers to repeat their requests to additional agents.
In response, Virgin Media stated it has redesigned its customer service and made improvements. The company claims it is now the least-complained-about broadband provider, with complaints about difficulties in leaving down by 89% compared to last year.
Ofcom has introduced new measures to prevent similar issues in the future.
