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The Guardian - UK
The Guardian - UK
Business
Guardian community team

Tell us: have you struggled to cancel a subscription or contract over the phone?

Virgin Media
The UK telecoms watchdog has discovered that Virgin Media “likely mishandled” millions of phone calls between the start of 2022 and autumn 2024.
The UK telecoms watchdog has discovered that Virgin Media “likely mishandled” millions of phone calls between the start of 2022 and autumn 2024. Photograph: Rafael Henrique/SOPA Images/Shutterstock

The UK telecoms watchdog has discovered that Virgin Media “likely mishandled” millions of phone calls between the start of 2022 and autumn 2024, which prevented broadband, landline and pay TV customers from cancelling their contracts.

The company has been fined £28m by Ofcom after it discovered evidence of call-dropping tactics, unnecessary call transfers and putting customers on hold for “no reason”.

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