There could be good news for millions of Virgin users wanting a better deal. The firm is facing a major probe by UK regulator Ofcom after it received numerous complaints that it was making it tough for customers to leave at the end of their contracts. It seems that when people want to switch to cheaper plans with rival providers they face a number of barriers including struggling to get through to a Virgin Media agent, being put on hold for long periods of time and even facing call drop outs halfway through the cancellation process.
Many also told Ofcom that they had to make lengthy and repeated requests to cancel, as their initial instruction was not actioned.
All broadband customers must be able to cancel easily and Ofcom’s investigation will now show if Virgin has been breaking the strict rules laid out for the telecoms industry.
As Ofcom explains: “Being able to switch provider easily is an important part of a competitive market. Telecoms customers can choose from a wide range of providers, services and packages, and can often save hundreds of pounds by switching to a new deal. This ability for customers to shop around, switch and save is particularly important given the current cost-of-living crisis facing UK households.”
If Virgin is found to have broken the rules it could face a fine be told to take action to sort the issues.
Hopefully this will pave the way for Virgin users to find cheaper offers when their current deals run out. Like most providers, Virgin puts up costs once initial deals ends which can add hundreds of pounds to yearly deals.
Speaking about the investigation. Ofcom’s Chief Executive, Dame Melanie Dawes, said: “Our rules are there to protect people and make sure consumers can take advantage of cheaper deals that are on offer. That’s particularly important at the moment as households look for ways to keep their bills down.
“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.
“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.”
Ofcom states that being able to switch provider easily is an important part of a competitive market and encourages any customer who has found it hard to switch to complain to the regulator.
However, if you feel like you’re being let down by your provider, you should first check to see if you can leave penalty-free.
Most phone and broadband contracts are for a set period which means you may have to pay a penalty fee if you leave early.
If you’re unsure, then give your provider a call to check because if you’re still under contract.
If you are past your minimum term contract, you can shop around and use a broadband comparison service like Confused.com.
Comparison websites allow you to compare the best deals being offered. You can filter them by broadband speed, cost per month and line-rental deal offering the inclusive calls you need – for example, free evening and weekend calls.
You should also find out more about the best broadband deals out and about right now so you can get the best bang for your buck.
If you’re switching between providers who use the Openreach telecoms network – such as BT, EE, Sky and TalkTalk – then your new provider will arrange the transfer for you.
If you’re switching to or from a separate network, such as the ones used by Virgin Media or Hyperoptic, you’ll currently need to stop your service with your existing provider and start a new one with a new provider.
You should get in touch your current provider to cancel your contract and your new provider to arrange your new broadband service.
If you have yet to commit to a new broadband provider, your old provider might offer you a better offer to stay so it’s always worth to ring them before you leave.
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