Investigation into Virgin Media's compliance with contract termination and complaints handling rules
Published: 13 July 2023
Last updated: 21 August 2026
Ofcom is investigating Virgin Media’s compliance with its contract termination and complaints handling/facilitating appropriate access to ADR obligations during 2022-2023.
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.
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 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.
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 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.
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.