Virgin Media Hit with £28m Fine for Blocking Customer Cancellations

Virgin Media has been slapped with a hefty £28 million fine for repeatedly preventing customers from cancelling their contracts, according to Ofcom. The communications regulator revealed that millions of customer phone calls were “likely mishandled for no reason.” This wasn’t just a small issue; it was part of a broader pattern where the company delayed or blocked cancellations, pushing customers to stick with their service instead of switching over to a competitor’s offer. Talk about frustrating, right?

Ofcom’s findings indicate that Virgin Media’s call center agents were effectively encouraged—and even rewarded—for this kind of behavior. The regulator’s rules clearly state that customers should have the freedom to cancel their services without unnecessary hurdles. Patricia O’Brien, Virgin’s group director for infrastructure and connectivity, admitted to the BBC’s Today programme that the actions of Virgin Media were “pretty shocking” and demonstrated “poor behavior.” She didn’t hold back, saying there was “no will to do that” and emphasizing the need for better practices.

The fine marks the largest ever imposed under consumer protection rules due to direct harm to customers. And it’s not the first time Virgin Media has found itself in hot water. Just last year, the company was fined £24 million for leaving vulnerable customers at risk of harm. Ofcom is now insisting on further safeguards to prevent such incidents from happening again, including a complete redesign of its processes to enhance customer experience.

Interestingly, Ofcom reported that complaints about difficulties in leaving Virgin Media were down by a staggering 89% last year compared to 2023, which shows that they are really trying to keep a close eye on the situation. But let’s not forget, Virgin Media has a history; in 2025, the company faced a £23.8 million fine for leaving thousands of customers without access to lifesaving telecare alarms during the digital switchover. It seems like the company has a pattern of issues that keep cropping up.

So, if you’ve been affected by these customer service blunders, you’re definitely not alone. Have you had trouble cancelling your service? Share your experiences, because this story is far from over. With the fine due to be paid within two months and the money going straight to the Treasury, it raises the question: how will Virgin Media change its ways moving forward?

Kaynak: Orijinal Haber