We are holding Virgin Media and Ofcom to account

Ofcom has just fined Virgin Media £28 million for a systemic campaign of deliberately preventing customers from cancelling their contracts. Between 1 January 2022 and 11 September 2024, millions of customer calls were mishandled, dropped, or trapped in a frustrating “two-tier” retention system designed to wear people down and stop them from switching to a better deal.

But while Virgin Media hands over £28 million to HM Treasury, what about the millions of customers left out of pocket?

Ofcom is only requiring Virgin to compensate “affected customers who complained”. Complaining shouldn’t be the bar companies use to hide behind. If corporations are allowed to rip off customers, and then decide who gets compensation, how is that fair?

So we’re stepping in.

We have written a formal letter to Ofcom demanding answers on behalf of the public. We demand to know:

• Where is the compensation scheme for all affected customers, not just those who complained to Ofcom?
• Does the fine exceed the profits gained by Virgin Media while trapping customers?
• What are the consequences for the executives who allowed this to happen?

Corporations cannot and should not put corporate greed ahead of their customers, and if they do, they should and will be held to account.