Virgin Media fined £28m for preventing customers from cancelling contracts
Virgin Media has been fined £28m by Ofcom for repeatedly preventing customers from cancelling contracts, mishandling millions of phone calls, and using "deliberate call-dropping" tactics over nearly three years. The communications regulator stated that Virgin Media's commission scheme encouraged agents to behave this way, leading to the largest fine ever under its consumer protection rules for direct harm.
Why it matters
This fine highlights the importance of consumer protection and regulatory oversight in the telecommunications industry, ensuring companies do not engage in anti-consumer practices. It also serves as a warning to other companies about the consequences of hindering customer cancellations and failing to cooperate with investigations.
Image source, Getty Images By Faarea Masud Business reporter Published 8 July 2026, 06:59 BST Updated 3 minutes ago Virgin Media has been fined £28m for repeatedly preventing customers from cancelling contracts, Ofcom said.
Factual reporting of a regulatory fine, presenting statements from the regulator and the company's admission.
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