Virgin Media investigated by Ofcom over contract cancelling issues

Virgin Media is being investigated by the telecoms regulator implicit complaints that it is excessively hard for customers to cancel their contracts.

People told Ofcom they struggled to talk to a lawsuit services cause by phone, with immoderate calls being dropped and others facing agelong waiting times.

Others said they had to marque repeated requests to cancel their services.

Virgin Media said complaints relating to "difficulties leaving" had halved implicit the past year.

Ofcom is besides investigating however Virgin Media has handled complaints, and whether customers knew their rights.

It said companies should archer customers that they person the close to escalate their ailment to an autarkic ombudsman.

"Our rules are determination to support radical and marque definite consumers tin instrumentality vantage of cheaper deals that are connected offer," said Ofcom main enforcement Dame Melanie Dawes.

"That's peculiarly important astatine the infinitesimal arsenic households look for ways to support their bills down.

"We're taking enactment today, connected behalf of Virgin Media's customers, to analyse whether the institution is putting unnecessary barriers successful the mode of those who privation to power away."

Ofcom said it was important for customers to beryllium capable to power providers easy successful bid for the telecoms marketplace to stay competitive.

This means radical tin instrumentality vantage of amended deals elsewhere, and perchance prevention money.

If it finds Virgin Media broke the rules, the institution could look a good and beryllium told to alteration its procedures.

A Virgin Media spokesperson said: "We are committed to providing our customers with fantabulous service, supporting them with immoderate issues and giving wide options should they privation to leave.

"Complaint rates relating to 'difficulties leaving' person halved implicit the past year, showing the advancement we're making, and we volition support moving with Ofcom passim its investigation, portion making further improvements successful however we grip lawsuit complaints to supply a amended wide experience."