Ofcom imposes record £28m fine on Virgin Media for blocking contract cancellations
Executive summary: Ofcom fined Virgin Media £28 million for systematically preventing customers from cancelling their phone and broadband contracts over a near‑three‑year period. The fine is the largest ever consumer‑protection penalty issued by Ofcom, highlighting heightened regulatory enforcement in the telecom sector and potentially affecting Virgin Media’s finances and reputation.
Who is involved: Virgin Media, Ofcom, UK consumers
Likely next: Virgin Media may appeal the fine within 28 days, Ofcom could issue further guidance on cancellation procedures, The case may trigger additional compliance reviews across the UK telecom industry
Ofcom’s investigation found Virgin Media deliberately mishandled millions of cancellation calls over almost three years, breaching consumer protection rules under the UK Communications Act. The £28m penalty is the regulator’s largest ever consumer‑protection fine, signalling a tougher stance on telecoms that impede contract termination. The outcome may drive Virgin Media to overhaul its cancellation processes and could prompt broader industry scrutiny of similar practices.
Timeline
- — Virgin Media fined £28m for preventing customers from cancelling contracts (The Guardian — Business)
Analysis — what this means
Sectors affected
- telecommunications
Key entities
Sources
- Virgin Media fined £28m for preventing customers from cancelling contracts — The Guardian — Business
- Virgin Media fined £28m for preventing customers from cancelling contracts — BBC Business