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The Guardian - UK
The Guardian - UK
Business
Lauren Almeida

Virgin Media fined record £28m for stopping customers cancelling contracts

Virgin Media Ofcom
Hands hold a smartphone displaying the Virgin Media logo in orange against a blurred blue background
Ofcom found Virgin Media had used deliberate call-dropping tactics, unnecessary call transfers and had put customers on hold for ‘no reason’. Photograph: Rafael Henrique/SOPA Images/Rex/Shutterstock

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”.

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