Virgin Media investigated by Ofcom over claims it’s hard to cancel
Ofcom is to investigate Virgin Media after customers complain that the phone and internet company is making it difficult to cancel their services
- Customers have complained about difficulties in canceling contracts
- Ofcom is investigating whether Virgin Media broke any rules as a result
Ofcom has opened an investigation into Virgin Media following customer complaints 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 trying to leave, but said the company had given it a hard time.
Some customers said they struggled to get an agent on the phone, while others found their call was cut off midway through or they were on hold for a long time.
Many said they had to make lengthy and repeated requests to cancel because their initial instruction was not followed.
Under investigation: Ofcom will investigate complaints that Virgin Media has made it difficult for customers to cancel services with the provider
Customers can sometimes save hundreds of euros by switching to a new deal.
Ofcom’s rules state that the terms and conditions or procedures used by telecom providers should not be an obstacle to customers wanting to cancel their contract.
The inquiry will examine not only whether Virgin Media has complied with Ofcom’s termination rules, but also whether Virgin Media has failed to comply with complaints handling requirements.
If Ofcom finds Virgin Media breaking its rules, it could impose a fine and order the company to change its procedures.
Ofcom has also published an update today on its action plan to support telecom customers during the cost of living crisis.
This includes renewed pressure on the major telecom providers to introduce social tariffs.
Social rates are cheaper broadband and phone packages for people who claim Universal Credit, Pension Credit and some other benefits.
Ofcom’s chief executive, Dame Melanie Dawes, said: ‘Our rules are there to protect people and ensure consumers can take advantage of cheaper deals on offer. That’s especially important right now as households look for ways to keep their bills low.
“We are taking action today, on behalf of Virgin Media’s customers, to investigate whether the company is putting up unnecessary barriers to those wanting to switch.
“We also expect more from the industry as a whole to help customers through the cost of living crisis. That means no more excuses when it comes to offering and promoting social rates to eligible customers who can switch and save today.”