Virgin Media hit with record £28m fine for stopping customers cancelling contracts

Ofcom levies largest-ever consumer protection fine after finding firm deliberately mishandled millions of phone calls

Virgin Media has been fined £28m by the UK telecoms watchdog for repeatedly preventing customers from cancelling their contracts over a near-three-year period.

Ofcom discovered that Virgin Media “likely mishandled” millions of phone calls between the start of 2022 and autumn 2024, with deliberate call-dropping tactics, unnecessary call transfers and putting customers on hold for “no reason”.