Virgin Media hit with record £28m fine for stopping customers cancelling contracts

Virgin Media has been fined £28 million by Ofcom, the UK's telecommunications regulator, for obstructing customers from cancelling their contracts. This penalty marks the largest fine ever imposed for consumer protection violations in the UK.

The investigation revealed that between early 2022 and autumn 2024, Virgin Media engaged in practices that likely mishandled millions of customer calls. Tactics included deliberately dropping calls, unnecessary transfers, and placing customers on hold without justification. Ofcom's findings indicate a systematic effort to make it difficult for customers to exit their contracts.

This ruling underscores the importance of consumer rights in the telecommunications sector and highlights regulatory efforts to ensure companies adhere to fair practices. Virgin Media's actions have raised significant concerns about customer service standards and transparency in the industry.

The fine serves as a warning to other telecom providers regarding compliance with consumer protection regulations. Ofcom has stated that it will continue to monitor the situation closely to prevent similar occurrences in the future.

Source: www.theguardian.com – https://www.theguardian.com/media/2026/jul/08/virgin-media-fined-preventing-customers-cancelling-contracts-ofcom