{"id":35050,"date":"2023-07-13T09:21:47","date_gmt":"2023-07-13T08:21:47","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=35050"},"modified":"2023-07-13T10:17:09","modified_gmt":"2023-07-13T09:17:09","slug":"ofcom-investigate-virgin-media-uk-over-customer-cancellations","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/07\/ofcom-investigate-virgin-media-uk-over-customer-cancellations.html","title":{"rendered":"Ofcom Investigate Virgin Media UK Over Customer Cancellations UPDATE"},"content":{"rendered":"

The national telecoms and media regulator, Ofcom<\/a>, has this morning announced that they’ve opened an investigation into the service cancellation practices of UK broadband ISP Virgin Media<\/a> (VMO2), which follows customer complaints that suggest the “company is making it difficult for them to cancel their services<\/em>“.<\/p>\n

According to the complaints, customers who have tried to leave said the company had made it difficult. Some struggled to get through to an agent on the phone, some found their call was dropped mid-way through or were put on hold for long periods. And many said they had to make lengthy and repeated requests to cancel, as their initial request was not actioned.<\/p>\n

However, such an approach may conflict with Ofcom<\/a>’s rules (General Conditions C1.8 and C4), which clearly states that the conditions or procedures telecoms providers have in place “must not act as a disincentive for customers who wish to cancel their contract<\/em>“.<\/p>\n

The investigation<\/strong><\/a> will also examine whether the ISP has failed to meet Ofcom<\/a>’s requirements on complaints handling, such as whether customers were appropriately informed of their right to escalate their complaint to an independent ombudsman (Alternative Dispute Resolution – ADR – provider, such as Ombudsman Services or CISAS).<\/p>\n

Ofcom\u2019s Chief Executive, Dame Melanie Dawes, said:<\/strong><\/p>\n

“Our rules are there to protect people and make sure consumers can take advantage of cheaper deals that are on offer. That\u2019s particularly important at the moment as households look for ways to keep their bills down.<\/p>\n

We’re taking action today, on behalf of Virgin Media<\/a>’s customers, to investigate whether the company is putting unnecessary barriers in the way of those who want to switch away.”<\/p><\/blockquote>\n

The issues being probed above were also on display when Ofcom published their last annual customer satisfaction report in May 2023 (here<\/a>), which saw Virgin Media<\/a> score below average for both average call waiting times and satisfaction with complaint handling. “If we find that Virgin Media has breached our rules, we have the power to issue a fine and direct the company to take remedial action or change its procedures, where appropriate<\/em>,” said the regulator.<\/p>\n

Investigations like this can typically take some time to run their course, which means that we might have to wait until sometime next year before learning the final outcome. However, it’s possible that a provisional finding may be published before the end of 2023, but it’s currently too soon to say how likely that is.<\/p>\n

UPDATE 10:13am<\/strong><\/p>\n

We’ve had a response from Virgin Media, which has also noted that they’ve increased customer care staffing levels by 56% in the second half of 2022. On top of that, it’s worth pointing out that, in the most recent Ofcom data<\/a>, customer complaints fell across all of their fixed products in Q4 2022 compared with the previous quarter – broadband (-22%), TV (-11%) and phone (-36%). But it’s too early to say whether that reflects a trend of improvement.<\/p>\n

A Virgin Media spokesperson said:<\/strong><\/p>\n

“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 \u2018difficulties leaving\u2019 have halved over the past year, showing the progress we\u2019re 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.”<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

The national telecoms and media regulator, Ofcom, has this morning announced that they’ve opened an investigation into the service cancellation practices of UK broadband ISP Virgin Media (VMO2), which follows customer complaints that suggest the “company is making it difficult for them to cancel their services“.<\/p>\n","protected":false},"author":1,"featured_media":28861,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[36,475],"class_list":["post-35050","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-ofcom-regulation","tag-virgin-media"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nOfcom Investigate Virgin Media UK Over Customer Cancellations UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The national telecoms and media regulator, Ofcom, has this morning announced that they've opened an investigation into the service cancellation practices\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/07\/ofcom-investigate-virgin-media-uk-over-customer-cancellations.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Investigate Virgin Media UK Over Customer Cancellations UPDATE - 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