Virgin Media has been fined £28 million by Ofcom after the communications regulator found the company made it harder for customers to cancel contracts and switch to another provider.
The ruling may be relevant to Andover residents who had broadband, landline or pay TV services with Virgin Media between 1 January 2022 and 11 September 2024, particularly if they tried to cancel and were left dealing with repeated calls, transfers or long periods on hold.
Ofcom said millions of customer calls were likely mishandled over nearly three years. Its investigation found repeated failings in Virgin Media’s cancellation procedures, including unnecessary transfers, repeated holds, calls being dropped and cancellations not being processed.
The regulator also found that Virgin Media used a two-tier retention system. Only agents in the second tier could process cancellations, meaning more than a million callers had to repeat their request to at least one more member of staff before they had a chance of leaving.
Ofcom said Virgin Media’s commission scheme effectively encouraged agents to stop customers from cancelling, and that the company’s training, monitoring and oversight failed to prevent the problem.
The £28 million fine will be paid to HM Treasury. Ofcom said the amount included a 30% reduction because Virgin Media admitted its failing and agreed to settle the case.
Virgin Media has also been told to check that every affected customer who complained has received any compensation or other remedy they were entitled to. The company must complete that work within six months.
Virgin Media has apologised to customers who experienced problems and said it has redesigned its customer service processes in recent years. The company says it has resolved formal customer complaints from the period, providing redress where appropriate.
For current customers, Ofcom says switching broadband and landline providers should now be easier under the One Touch Switch process. Since September 2024, customers switching provider should only need to contact their new supplier, which should then handle the switch.
Affected Andover Residents
Andover residents who believe they were affected should check old emails, bills, complaint references and call records. Anyone still in dispute with Virgin Media should raise a formal complaint with the company and keep written records of all contact.
Residents are also advised not to simply cancel a direct debit without resolving the contract position, as Ofcom said some customers who did this experienced further problems, including missed payments affecting their credit score.