Virgin Media has been hit with a record £28 million fine by the UK communications regulator, Ofcom, for systematically obstructing customers from switching to rival providers.
The penalty marks the largest consumer protection sanction in the regulator’s history, underscoring intensifying scrutiny on telecom operators’ retention practices.
Ofcom concluded that the firm engaged in widespread and often deliberate mishandling of call handling and porting procedures.
The regulator found that these operational failures effectively delayed or prevented millions of customers from moving to different service providers, undermining market competition and consumer choice.
The fine reflects a broader regulatory push to enforce stricter standards on customer service and switching efficiency within the UK telecoms sector.
By targeting practices that artificially inflate churn costs, Ofcom aims to lower barriers for consumers and encourage more dynamic competition among broadband and mobile operators.