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".