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The UK regulator Ofcom has launched an investigation into Virgin Media after a series of complaints from customers who said the Liberty Global-Telefonica JV had made it difficult for them to cancel their contracts.
In a statement, Ofcom said its General Conditions were clear that the conditions or procedures telecoms providers have in place must not act as a disincentive for customers who wish to cancel their contract.
“Ofcom is concerned about the number of complaints it has received from Virgin Media customers who have tried to leave but 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 they were put on hold for lengthy periods. And many said they had to make lengthy and repeated requests to cancel, as their initial instruction was not actioned.”
Ofcom will also investigate whether Virgin Media has complied with its contract termination rules including whether customers were appropriately informed of their right to escalate their complaint to an independent ombudsman.
Since the second half of 2022, Virgin Media has increased its customer care staffing levels by 56%. The result has been a fall in the number of complaints relating to ‘difficulties leaving’. Levels for May 2023 were at the lowest they’d been this year.
A spokesperson for Virgin Media told Broadband TV News: “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 ‘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.”
Separately, Ofcom chief executive Dame Melanie Dawes is summoning representatives from providers to update the regulator on the progress being made with the introduction of social tariffs. It follows concerns that the low-cost tiers simply aren’t being publicised.
In a letter to their chief executives, Dame Melanie called for immediate action from operators on social tariffs. She’s urged providers who have yet to introduce a social tariff to do so as soon as possible and, for those providers that do offer them, to step up their efforts to raise awareness – for example, through social media campaigns.
Later this year, Ofcom will publish take-up of social tariffs by provider in its annual pricing trends report.
