The telecoms regulator is currently examining grievances that it is not easy for customers to terminate their agreements with Virgin Media.
Many informed Ofcom that it was difficult to get in contact with a customer service representative over the phone, with a few calls being terminated prematurely and others having to wait for lengthy periods of time.
Many reported they had to ask multiple times to terminate their services.
Virgin Media reported that problems related to exiting their service had decreased by 50% in the past 12 months.
The media giant has experienced a consecutive series of difficulties in recent months, drawing criticism as a consequence of the disruption to its services. This resulted in an apology to thousands of UK citizens affected, who encountered two outages within the same day in April.
In June, Virgin Media email users encountered a disruption of service, with the inability to send or receive emails for 36 hours. This issue was eventually resolved, however, some customers were still unable to access their inboxes after two weeks.
The BBC inquired of Virgin Media if the disruptions to emails had been fully addressed.
Following the substantial price hikes by telecommunications companies in April, customers of Virgin Media were informed their bills would be elevated by an average of 13.8%.
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Ofcom is reviewing Virgin Media's approaches to addressing customer grievances, as well as ascertaining the degree to which customers were cognizant of their rights.
Companies should advise customers that they possess the authority to take their complaint to a neutral ombudsman.
Ofcom chief executive Dame Melanie Dawes declared that the regulations are there to look after people and ensure that shoppers can benefit from the lower prices available.
It is especially critical now for households to think of methods to lessen their expenses.
We are implementing measures today, in the interest of Virgin Media's customers, to explore whether the company is creating avoidable difficulties for people who are wanting to switch providers.
Ofcom highlighted the necessity for customers to be able to transfer to another provider with ease so that the telecommunications market remains competitive.
This provides people with the opportunity to seek out better deals elsewhere, allowing them to potentially save money.
Should Virgin Media be determined to have violated the regulations, the company can expect to be fined and instructed to revise their protocols.
Alex Tofts from comparison site Broadband Genie stated that any claim that Virgin is making it difficult for people to cancel its services casts a very unfavorable light on the UK's third-largest broadband provider, particularly amidst a heated cost-of-living crisis.
If Ofcom's probe reveals that the company has violated its regulations, the reputational harm it might incur is likely to be more significant than any penalty.
A spokesperson for Virgin Media declared that they are devoted to supplying their clients with great service, aiding them with any problems and giving clear choices in case they want to depart.
The evidence of our advancement is clear, with the rate of grievances about 'difficulties leaving' being reduced by half in the past year. We will continue collaborating with Ofcom as part of their inquiry, while further improving how we take care of consumer complaints so that they have a more positive experience.
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