Virgin Media investigated by Ofcom over customer cancellation complaints

13 July 2023 , 09:58

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Virgin Media is being investigated by Ofcom (Image: NurPhoto via Getty Images)

Virgin Media is being investigated by regulator Ofcom after customers complained about difficulties with cancelling contracts.

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

Many others also said they had to make multiple requests to cancel, after their deal was not cancelled the first time they asked.

Ofcom will look at whether Virgin Media has broken its contract termination rules, and whether it has failed to meet requirements on complaints handling.

If Virgin Media is found to have breached rules, it faces a fine and could be forced to change its procedures.

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The investigation came as Ofcom chief executive Dame Melanie Dawes wrote to the bosses of the major providers to call for immediate action on cheaper social tariffs.

Social tariffs are designed for those claiming benefits including Universal Credit and Pension Credit, and are cheaper than traditional broadband deals.

Ofcom Chief Executive Dame Melanie Dawes has urged providers who are yet to introduce a social tariff to do so "as soon as possible".

Those that already offer these deals are being urged to raise awareness of them.

Ms 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.

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“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."

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