Key Facts

• Virgin Media was fined £28 million by Ofcom for mishandling customer cancellation calls.
• Millions of calls from January 2022 to September 2024 were affected.
• Call center agents dropped calls deliberately, kept customers on hold unnecessarily, and transferred calls excessively.
• Agents were financially rewarded for delaying or preventing cancellations.
• The fine was reduced by 30% because Virgin Media admitted the problems and agreed to settle.
• The penalty is Ofcom’s largest ever under consumer protection rules and its third largest overall.
• Ofcom received 1,881 complaints about difficulty canceling contracts.
• Ofcom criticized Virgin Media for not fully cooperating with the investigation.