Ofcom fines Virgin Media £28m for repeatedly preventing customers from cancelling contracts
Published: 8 July 2026
Ofcom has today fined Virgin Media £28 million for putting customers on millions of calls through unreasonable effort, hassle and difficulty when trying to switch to another provider.
Investigation into Virgin Media's compliance with contract termination and complaints handling rules
Published: 13 July 2023
Last updated: 8 July 2026
Ofcom is investigating Virgin Media’s compliance with its contract termination and complaints handling/facilitating appropriate access to ADR obligations during 2022-2023.
Switching mobile, broadband or landline
Published: 13 August 2021
Last updated: 1 July 2026
Switching your mobile, broadband or landline provider is simple. For mobile, you can switch with a free text. For broadband and landline, your new provider can arrange the switch for you using One Touch Switch.
Switching landline provider
Published: 27 February 2017
Last updated: 1 July 2026
This guide explains what you need to do if you want to switch your landline to a new provider, using One Touch Switch.
Switching broadband provider
Published: 4 August 2010
Last updated: 1 July 2026
This guide explains what you need to do if you want to switch your broadband to a new provider, using One Touch Switch.
Switching mobile phone provider
Published: 1 October 2016
Last updated: 1 July 2026
This guide explains how to switch your mobile phone service to a new provider using Text to Switch. You can do this by sending a simple text message.
Checklist for new phone or broadband contract
Published: 22 January 2014
Last updated: 26 June 2026
This guide sets out some factors you might want to consider before signing a new contract and explains what you can do if the price you agreed to at the point of sale increases unexpectedly.
Enforcement programme: Industry's failure to implement One Touch Switch by deadline of 3 April 2023
Published: 3 April 2023
Last updated: 11 June 2026
Ofcom has opened an industry-wide enforcement programme into the failed implementation of the new One Touch Switch process by the 3 April 2023 deadline.
What to do if your broadband or landline provider goes out of business
Published: 13 February 2026
Advice on what to do if your broadband or landline provider ceases trading
1.6 million Brits hit switch on their landline or broadband provider
Published: 12 September 2025
Millions of customers have switched landline or broadband provider using Ofcom’s One Touch Switch process since it launched a year ago - more than the total who saw Beyonce on the Cowboy Carter tour or snagged Oasis tickets this year, according to Ofcom analysis.