Virgin Media hit with 28 million fine for preventing customers from
cancelling their contracts

Date:
Wed, 08 Jul 2026 08:34:08 +0000

Description:
Ofcom hits Virgin Media with a fine for making it difficult for millions of customers to cancel between 2022 and 2024.

FULL STORY ======================================================================Copy link Facebook X Whatsapp Reddit Pinterest Flipboard Threads Email Share this article 0 Join the conversation Follow us Add us as a preferred source on Google Newsletter Subscribe to our newsletter Ofcom issues 28 million fine to Virgin Media over cancellation worries Millions of customers had to jump through hoops to cancel their contracts Virgin admitted fault and cooperated, reducing the value of the fine Ofcom has issued Virgin Media to pay a 28 million fine after an investigation found it repeatedly made it "unreasonabl[y]" difficult for customers to cancel their broadband, TV and phone contracts.

The investigation covered nearly two years between January 1, 2022 and September 11, 2024, making it the largest fine Ofcom has ever imposted under its consumer protection rules. According to the announcement , millions of customer calls likely faced delayed or were prevented from switching to rival providers. Latest Videos From Watch full video here: Virgin Media fined for blocking customer cancellations Ofcom found that Virgin Media deliberately disconnected customers, made excessive and unnecessary transfers between departments, kept customers on hold and forced them to make multiple cancellation requests before action was taken.

These hurdles were likely caused by Virgin's two-tier retention system with frontline workers unable to process cancellations, customers have to be transferred to specialist teams. You may like These are the broadband firms who might be willing to haggle for a better price New Three mobile contracts to include speed caps unless users pay for add-ons NordVPN hit with yet another lawsuit over 'difficult to cancel' auto-renewal subscriptions

The regulator even found that Virgin Media's staff commission scheme rewarded agents for retaining customers, ultimately leading to financial incentives to make cancelling contracts difficult.

"Today, we are sending a clear message that any provider who wilfully acts against the interests of their customers will pay a heavy price," Group Director for Infrastructure and Connectivity Natalie Black said. "And by introducing the One Touch Switch Process, weve put in place further
safeguards to prevent this from happening again." Are you a pro? Subscribe to our newsletter Sign up to the TechRadar Pro newsletter to get all the top news, opinion, features and guidance your business needs to succeed! Contact me with news and offers from other Future brands Receive email from us on behalf of our trusted partners or sponsors By submitting your information you agree to the Terms & Conditions and Privacy Policy and are aged 16 or over.

Virgin admitted fault and cooperated with Ofcom, granting it access to a 30% discount on the fine.

For Virgin Media, this marks the second fine it's received within 12 months, having received a 23.8 million fine in December 2025 for "putting vulnerable customers at risk" during its landline migration program. Follow TechRadar on Google News and add us as a preferred source to get our expert news, reviews, and opinion in your feeds.



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Link to news story: https://www.techradar.com/pro/virgin-media-hit-with-gbp28-million-fine-for-pre venting-customers-from-cancelling-their-contracts


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