Ofcom has launched an investigation into Virgin Media following a surge of complaints from customers who claim the company makes it unreasonably difficult to cancel their services. The telecommunications regulator is concerned about reports of customers struggling to reach agents, calls being disconnected, and prolonged waiting times. Many customers also stated that their initial requests for cancellation were not processed, requiring repeated attempts to terminate their contracts.
The investigation will scrutinize Virgin Media's adherence to contract termination rules and its complaints handling procedures. This includes assessing whether customers are adequately informed about their right to escalate unresolved complaints to an independent ombudsman. Ofcom emphasizes that telecom providers' conditions for contract termination should not discourage customers from switching providers, especially given the current cost-of-living crisis.
This is not Virgin Media's first encounter with regulatory scrutiny over contract issues. In 2018, Ofcom fined Virgin Media $8.8 million (£7 million) for overcharging nearly 82,000 customers a total of $3.5 million (£2.8 million) in early termination fees between 2016 and 2017. The High Court also previously ordered Virgin Media to amend its training materials and retrain agents to ensure that customers' cancellation requests are processed immediately upon clear expression of intent to cancel. If the current investigation finds Virgin Media in breach of rules, Ofcom has the authority to impose fines and mandate corrective actions or changes to company procedures.
