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Ofcom Fines Virgin Media £28 M for Cancellation Blockade

7/8/2026

Summary

Story summary

Ofcom fined Virgin Media £28 million for deliberately hindering UK customers from cancelling contracts, calling the practices “pretty shocking” and calling the penalty its largest ever.
Regulators found agents repeatedly hung up, transferred calls excessively and kept customers on hold without reason between 1 January 2022 and 11 September 2024.
Virgin Media admitted the failings, accepted a 30 percent reduction in penalty, apologized to customers, and said Ofcom found commission scheme incentivised staff to delay cancellations, breaching rules.

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Story summary

Ofcom fined Virgin Media £28 million for deliberately hindering UK customers from cancelling contracts, calling the practices “pretty shocking” and calling the penalty its largest ever.
Regulators found agents repeatedly hung up, transferred calls excessively and kept customers on hold without reason between 1 January 2022 and 11 September 2024.
Virgin Media admitted the failings, accepted a 30 percent reduction in penalty, apologized to customers, and said Ofcom found commission scheme incentivised staff to delay cancellations, breaching rules.