The UK’s telecoms watchdog has opened an investigation into Virgin Media after receiving complaints about its cancellation policy.

Ofcom expressed concerns about the number of complaints from customers who have tried to leave but who said the company had made difficult to do so.

The regulator said that some customers had struggled to get through an agent on the phone, while some found their call was dropped mid-way through or they were put on hold for long periods.

Many customers also said they had to make lengthy and repeated requests to cancel, as their initial instruction was not actioned.

Under Ofcom rules, the conditions or procedures telecoms businesses have in place must not act as a disincentive for customers who wish to cancel their contact.

The organisation is also investigating whether Virgin Media failed to meet its requirements on complaints, including exploring if customers were appropriately informed of their right to escalate their complaint to an independent ombudsman.

"We're taking action today, on behalf of Virgin Media's customers, to investigate whether the company is putting unnecessary barriers in the way of those who want to switch away," said Dame Melanie Dawes, Ofcom chief executive. "We're also expecting more from the industry as a whole in helping to support customers through the cost-of-living crisis.

"That means no more excuses when it comes to offering and promoting social tariffs to eligible customers who could switch and save today."

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