Virgin Media fined £28m for preventing customers from cancelling contracts

The Guardian World Wednesday 08 July 2026, 07:17 UTC By Lauren Almeida 1 min read

Key Points

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

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”.

Virgin Media (ORG) Ofcom (ORG) Media (ORG) UK (LOCATION)

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Virgin Media fined £28m for preventing customers from cancelling contracts

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