British telecoms provider Virgin Media has been handed a record £28 million fine by media regulator Ofcom, the largest consumer protection penalty the watchdog has ever issued.
The sanction follows an investigation that found Virgin Media stopped or delayed millions of customers from switching providers over a nearly three-year period between January 2022 and September 2024. Ofcom determined the company employed deliberate tactics including dropping calls and excessive transfers to frustrate cancellation attempts. Staff also pressured customers to stay, kept callers on hold, and failed to process cancellations.
The fine, equivalent to nearly 250 million Danish kroner, was further increased after Ofcom found that Virgin Media failed to fully cooperate with its investigation. The case underscores Ofcom's willingness to pursue aggressive enforcement against telecoms firms that obstruct consumers' right to change providers.