Virgin Media

Ofcom fined Virgin Media £28 million after finding that its contract cancellation processes made switching difficult for customers. The investigation covered millions of calls between January 2022 and September 2024.

The regulator described a two-tier retention process, unnecessary transfers and holds, and dropped calls. It required Virgin Media to check that affected complainants received compensation or other remedies.

Virgin Media competes in the United Kingdom's household broadband, television and fixed-line communications markets. Its official customer pages present standalone broadband and landline offers, TV packages and bundles combining home services.

The operating context includes rival providers of broadband and entertainment, consumer choices about service packages and ongoing investment in fixed networks. Virgin Media O2's corporate profile describes network expansion and a combined broadband and mobile business, while mobile plans are identified with O2 rather than Virgin Media.

Virgin Media O2 describes itself as the corporate brand of a 50:50 joint venture between Liberty Global and Telefónica. The venture combines Virgin Media broadband with O2 mobile and also operates consumer TV and home-phone services in the United Kingdom.

This broader corporate context belongs to Virgin Media O2, the parent venture. The Virgin Media name remains associated with the fixed broadband, television and home-phone service brand represented in this company profile.

Virgin Media markets home connectivity through broadband-only plans and combined packages that include TV and phone options. The official broadband page groups multiple plans within a single buyer-facing broadband offer.

The site also identifies bundles that combine Virgin Media broadband with home TV and landline services, while broadband with an O2 SIM is a separate cross-provider bundle. These offer structures are presented on customer pages as ways to select multiple services, not as additional standalone brands.

Virgin Media provides home broadband, television and landline services in the United Kingdom. Its official site presents broadband-only plans, TV packages, and phone options, alongside combined home-service bundles.

Virgin Media's mobile information pages distinguish the O2 and giffgaff plans from Virgin Media services, and state that Virgin Mobile stopped trading in August 2023. Customers can compare the current fixed-line and television offers through dedicated buyer pages.