Arabic version: فيرجن ميديا تواجه غرامة قدرها 28 مليون جنيه إسترليني بسبب مشاكل إلغاء العقود

Virgin Media has been fined £28m for repeatedly preventing customers from cancelling contracts, Ofcom said. It said millions of phone calls from customers were “likely mishandled” over nearly a three-year period which prevented or delayed customers from switching to a better deal. According to BBC News, Ofcom’s investigation revealed tactics such as deliberate call-dropping and unnecessary hold times.

The penalty was reduced by 30% given Virgin Media admitted its failing and agreed to settle the case. Ofcom found that between 1 January 2022 and 11 September 2024, millions of calls were mishandled, causing delays or preventing customers from cancelling and switching providers.

Ofcom’s group director for infrastructure and connectivity, Natalie Black, criticized Virgin Media for complicating the cancellation process and for not fully cooperating with the investigation. She emphasized that the fine serves as a warning to any provider that acts against customer interests.

In response to the findings, Virgin Media acknowledged the issues and stated that it had “completely redesigned” its customer service in recent years and addressed the “historic shortfalls” through a number of improvements. The company claimed to have made significant improvements, resulting in it becoming the least-complained-about broadband provider, with complaints about difficulties in leaving decreasing by 89% last year compared to 2023.