Virgin Media has been fined £28m by regulator Ofcom for repeatedly preventing customers from cancelling contracts, a penalty that underscores how far the switching landscape has come. The communications regulator uncovered tactics including agents deliberately hanging up calls and customers being put on hold “for no reason”. Millions of calls over three years were likely mishandled, preventing or delaying people from moving to a better broadband, landline or pay-TV deal.
But anyone switching now should not face the same hassle. Ofcom’s One Touch Switch service, launched in 2024, means you only have to contact your new provider — not negotiate with the old one. The shift reflects a broader push by regulators to make switching easier as cost of living pressures have intensified. Seeking out a better deal from broadband, pay TV and energy suppliers could save hundreds of pounds, and the process often needs only one call or a couple of clicks.
“Virgin Media fined £28m for blocking cancellations as regulators simplify switching banks, broadband and energy.”
Ofcom says you should check whether you are in or out of contract, as you could face exit fees. Some people are motivated to switch because they are fed up with the service from their old supplier, but many do so to save money. Customers may still decide to call their current provider to negotiate a better deal, or ask them to match the offer they could get by switching.
Bank switching has also been simplified. The Current Account Switch Service now does most of the hard work: you provide your old account and debit card numbers to your new bank, choose a moving date (it can take seven days), and the service automatically transfers direct debits and standing orders, moves the balance, redirects incoming payments such as benefits or salaries, and closes your old account. If anything goes wrong, you will be refunded any interest and charges on both accounts. If you have an overdraft, you will have to check the new bank offers to cover it; if not, you will have to pay it off first.
Banks even pay cash to win over new customers — but only if you use the current account as your main one. Many people have been put off by the perceived complication of moving wages and direct debits, but the automated service has removed much of that fear. For those willing to switch, the incentives can be significant.
Changing energy supplier and tariff has also been simplified by regulator Ofgem. With cost of living pressures still biting, the message from regulators is clear: shopping around has never been easier — and the fines for companies that stand in the way are getting stiffer.
