Full Breakdown
Ofcom Fines Virgin Media £28 million for Hindering Customer Cancellations
7/8/2026, 12:15:28 PM
Regulatory Action and Penalty
Ofcom, the UK communications regulator, imposed a £28 million fine on Virgin Media after an investigation found the company repeatedly delayed or blocked customers from cancelling broadband, landline or pay-TV contracts. The penalty was reduced by 30 percent following Virgin Media’s admission of the breaches and settlement.
Background: Consumer-Protection Rules
Under Ofcom’s consumer-protection framework, telecom providers must not create procedures that discourage contract termination. The £28 million sanction is the regulator’s largest fine under these rules and its third-largest overall, after penalties of £50 million on Royal Mail (2018) and £42 million on BT (2017).
Key Players
Virgin Media, the telecom operator under scrutiny; Ofcom, the regulator enforcing the rules; and Natalie Black, Ofcom’s group director for infrastructure and connectivity, who presented the findings. A Virgin Media spokesperson issued an apology to affected customers.
Misconduct Tactics
Ofcom identified excessive call transfers, deliberate hang-ups, repeated pressure to stay, and prolonged hold periods without justification. The regulator said Virgin Media’s commission scheme rewarded agents for these actions. Millions of calls between 1 January 2022 and 11 September 2024 were deemed “likely mishandled” to impede cancellations or switches.
Data
The fine totals £28 million, reduced by 30 percent after admission. The investigation covered calls from 1 January 2022 to 11 September 2024, during which “millions of” customer contacts were mishandled. The sanction ranks as the largest under consumer-protection rules and third-largest overall for Ofcom.
Official Statements & Responses
Ofcom said Virgin Media’s conduct breached clear regulatory standards and caused direct consumer harm, justifying the unprecedented fine. Virgin Media’s spokesperson apologized, expressing regret to the “small proportion who experienced an issue when contacting us to agree a new deal or cancel their service in the past.”
Criticism & Opposition
Ofcom described the conduct as shocking and poor, noting Virgin Media’s lack of cooperation during the probe and the failure of informal attempts to resolve the issue in 2022.
Verbatim Quotes
- “pretty shocking” — Natalie Black, Ofcom group director for infrastructure and connectivity
- “The facts are clear. Virgin Media made it harder for customers to cancel their contracts and then did not fully cooperate with our investigation.” — Natalie Black, Ofcom group director for infrastructure and connectivity
- “As a result, we are levelling our largest ever fine under our consumer protection rules for direct harm to consumers.” — Natalie Black, Ofcom group director for infrastructure and connectivity
- “ She added: "Today, we are sending a clear message that any provider who wilfully acts against the interests of their customers will pay a heavy price.” — Natalie Black, Ofcom group director for infrastructure and connectivity
