The firm was handed a record £28 million fine12:52, 08 Jul 2026Virgin Media have issued an apology to customers after being found to have stopped or delayed customers from switching to different providers through 'widespread' and often deliberate mishandling of calls.‌Regulator Ofcom has issued the firm a record £28 million fine saying it found Virgin Media to have caused customers on millions of calls "unreasonable effort, hassle or undue difficulty" when trying to cancel. It said the issues occurred over a nearly three-year period, from January 2022 to September 2024.‌This included attempts to pressure customers to stay, unnecessary call transfers to other departments, keeping callers on hold, deliberately dropping calls and failing to process cancellations on the system, according to Of