Virgin Media investigated by Ofcom over claims it’s hard to cancel

Ofcom has opened an investigation into Virgin Media, following complaints from customers that the phone and broadband company is making it difficult for them to cancel its services.

The telecommunications watchdog said it was concerned about the number of complaints it has received from Virgin Media customers who have tried to leave, but said the company had made it difficult.

Some costumers said they struggled to get through to an agent on the phone, while others found their call was dropped mid-way through or they were put on hold for long periods.

Many said they had to make lengthy and repeated requests to cancel, as their initial instruction was not actioned.

Under investigation: Ofcom will probe complaints that Virgin Media has been making it difficult for customers to cancel services with the provider 

Customers can sometimes save hundreds of pounds by switching to a new deal.

Ofcom’s rules state that the conditions or procedures telecoms providers have in place must not act as a barrier for customers who wish to cancel their contract.

As well as probing whether Virgin Media has complied with Ofcom’s contract termination rules, the investigation will look at whether Virgin Media has failed to meet requirements on complaints handling.

If Ofcom finds that Virgin Media is in breach of its rules, it can issue a fine and direct the company to change its procedures.

Ofcom has also today published an update on its action plan to support telecoms customers during the cost-of-living crisis.

This includes renewed pressure on the major telecoms providers to introduce social tariffs.

Social tariffs are cheaper broadband and phone packages for people claiming Universal Credit, Pension Credit and some other benefits.

Ofcom’s chief executive, Dame Melanie Dawes, said: ‘Our rules are there to protect people and make sure consumers can take advantage of cheaper deals that are on offer. That’s particularly important at the moment as households look for ways to keep their bills down.

‘We’re taking action today, on behalf of Virgin Media’s customers, to investigate whether the company is putting unnecessary barriers in the way of those who want to switch away.

‘We’re also expecting more from the industry as a whole in helping to support customers through the cost of living crisis. That means no more excuses when it comes to offering and promoting social tariffs to eligible customers who could switch and save today’

A Virgin Media spokesperson said: ‘We are committed to providing our customers with excellent service, supporting them with any issues and giving clear options should they wish to leave. 

‘Complaint rates relating to ‘difficulties leaving’ have halved over the past year, showing the progress we’re making, and we will keep working with Ofcom throughout its investigation, while making further improvements in how we handle customer complaints to provide a better overall experience.’