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Ofcom fines Virgin Media £28m for repeatedly preventing customers from cancelling contracts

  • Millions of calls were likely mishandled over nearly a three-year period, preventing or delaying customers from switching away to a better deal.
  • Investigation uncovers deliberate call-dropping tactics, excessive and unnecessary call transfers and putting customers repeatedly on hold for no reason.
  • Commission scheme effectively encouraged and financially rewarded call centre agents for behaving in this way.

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. 

In the UK’s competitive market, telecoms customers can choose from a wide range of providers, services and packages – often saving hundreds of pounds by switching to a new deal. The ability for customers to shop around, switch and save is particularly important given the current cost-of-living crisis facing UK households.

Our rules – known as General Conditions – are clear that the conditions or procedures telecoms providers have in place must not act as a disincentive for customers who wish to cancel their contract.

Having received significant volumes of complaints from Virgin Media customers reporting difficulties in cancelling their contracts – and following unsuccessful engagement with the company to address this issue – Ofcom launched an investigation to establish whether the company had complied with its duties.  

What our investigation found

Our investigation uncovered systemic and repeated failings in Virgin Media’s contract termination procedures. Millions of calls made by customers between 1 January 2022 to 11 September 2024 were likely to have been mishandled by call agents in order to delay or prevent customers from cancelling and switching to a competitor. 

In summary:

  • Virgin Media split its retention team into two ‘tiers’ of agents. Only agents in the second tier were able to process cancellations. This resulted in over a million callers being made to repeat their request to at least one further agent to stand any chance of having their cancellation processed.
  • Customers reported making multiple attempts to cancel through repeated calls to the retention team and through other contact channels, and in some cases resorted to cancelling their direct debits, which led to further difficulties such as missed payments impacting their credit score.
  • We uncovered widespread and, in many cases, deliberate mishandling of calls by retention team agents. Behaviours and tactics included: repeated attempts to pressure customers to stay, even when they had made it clear they wanted to cancel; unnecessary or excessive call transfers to other departments; excessively, unnecessarily and repeatedly keeping customers on hold; deliberately dropping calls; and failing to process cancellations on the system.
  • Virgin Media effectively encouraged the use of these behaviours to deter customers from cancelling by financially rewarding them through its commission scheme. Its training and guidance for agents also failed to prevent these behaviours while inadequate quality assurance and monitoring meant they were often overlooked. Additionally, the company did not have proper oversight of its third-party call centres or quality monitoring. 

As a result, we have concluded that Virgin Media’s two-tier cancellation process and agent behaviours caused customers on millions of calls unreasonable effort, hassle or undue difficulty when trying to cancel. 

These failings likely acted as a disincentive to switch for customers across millions of calls – delaying or preventing them from taking advantage of a competitor’s offer, against Ofcom’s consumer protection rules. 

Financial penalty

As a result of Virgin Media’s serious failures, Ofcom has fined the company £28 million, which will be passed on to HM Treasury.

In setting the penalty amount we took into consideration, among other things:

  • the significant harm experienced by those customers affected;
  • Virgin Media’s repeated failures to act to identify and prevent the harm;
  • the financial gain the company is likely to have made;
  • Virgin Media’s repeated failure to comply with our information gathering process during our investigation; and
  • the fact the company has been fined previously for a breach of the same rule in 2018. 

The penalty includes a 30% reduction on what it otherwise would have been, given Virgin Media admitted its failing and agreed to settle the case.

Natalie Black, Ofcom’s Group Director, Infrastructure and Connectivity, said: “The facts are clear. Virgin Media made it harder for customers to cancel their contracts and then did not fully cooperate with our investigation. As a result, we are levelling our largest ever fine under our consumer protection rules for direct harm to consumers.

“Today, we are sending a clear message that any provider who wilfully acts against the interests of their customers will pay a heavy price. And by introducing the One Touch Switch Process, we‘ve put in place further safeguards to prevent this from happening again.”

Virgin Media has made a number of important changes, including to improve its commission scheme, training and quality assurance and monitoring.

As part of our decision, we are requiring Virgin Media to check that every affected customer who complained has received the compensation or other remedies they were entitled to. The company must complete this in six months.

Jupiter Artland launches national platform

Builds on five years of success engaging more than 20,562 visitors and 2,536 young people

Jupiter Artland Foundation has announced the launch of Jupiter+ Nation in Dumfries, the fifth iteration of its pioneering youth and community engagement programme and the culmination of five years of sustained investment in young people, artists, and communities across Scotland.

Beginning in Dumfries and designed to grow nationally, Jupiter+ Nation marks a significant evolution in Jupiter Artland’s commitment to widening access to contemporary art and creating meaningful pathways into creative careers.

Running in Dumfries at  Loreburne Shopping Centre, High Street, Dumfries from 31 July, with an associated programme from 28 August, the project transforms a vacant former estate agent’s office inside the Loreburne Shopping Centre into a free-to-visit contemporary art space, anchoring an ambitious free learning programme expanding nationwide.

The exhibition and programme ends on 6 December 2026.

Since launching in Perth in 2022, Jupiter+ has transformed vacant high street spaces into sites for world-class contemporary art, creative learning, and youth engagement. Across Perth, Ayr, Paisley and Dundee, the programme has welcomed more than 20,500 visitors and engaged 2,536 learners through exhibitions, workshops, artist commissions, mentoring and youth development initiatives.

What began as a local experiment has become a nationally significant programme, demonstrating how contemporary art can create opportunity, confidence, and cultural participation in communities across Scotland. 

Jupiter+ Nation now becomes the umbrella identity and long-term home for this work: a permanent national platform connecting young people, artists and communities through contemporary art.

After Dumfries, the programme will continue to create opportunities for participation, artist development and cultural engagement, building a growing national network across Scotland.

The exhibition in Dumfries this season features Growing Pains, a striking, site-specific multimedia installation by award-winning artist Lindsey Mendick.

Referencing her own teenage years in the early 2000s, Mendick transforms the former commercial office space into a haunting, humorous, and deeply immersive environment exploring the uncertainty, awkwardness, and social hierarchies of adolescence.

Using the metaphor of an estate agency, a business built entirely on peddling aspirational lifestyles, the installation features an intricate, spiralling office desk displaying eight Alice-in-Wonderland-style ceramic dollhouses bursting with teenage figures. The exhibition explores themes of social mobility, identity, and the transitional thresholds of youth, alongside an accompanying video piece.

Nicky Wilson, Director, Jupiter Artland, said: “The programme’s fifth year marks a major milestone. Through artist-inspired learning, youth leadership programmes, residencies and public commissions, Jupiter+ has worked with schools, colleges, universities, and community organisations across the country, helping young people develop creative skills, discover new pathways, and build confidence in their own voices.

“Independent evaluation across the programme shows strong evidence of impact.

“In Dundee, participants reported feeling more confident sharing their own experiences through creative work, and 73% of learners said they felt more inspired to use creativity to speak up about issues that matter to them after taking part.

“More than three quarters agreed that exhibitions like Jupiter+ create spaces where young people can ask big questions and imagine new futures.”

At the core of Jupiter+ Dumfries is a barrier-free educational outreach offer.

As in every iteration of Jupiter+, every secondary school, college, and community group in Dumfries and Galloway is invited to take part in fully funded, tailored learning sessions.

The launch of this national programme comes as the Milburn Review brings renewed national attention to the scale of youth disengagement across the UK.

Jupiter+ Nation stands as five years of working evidence that creative participation can open new pathways for young people, an approach aligned with Scotland’s Developing the Young Workforce strategy and the widening-access ambitions of A Blueprint for Fairness.

Participant feedback reflects the programme’s wider ambition. One young person commented after their experience: “I learned to not be afraid of stepping out of my comfort zone. Have confidence in myself.”

Another described the experience as “liberating and freeing”, highlighting the importance of creativity as a space for experimentation, expression and personal growth.

Exhibition Dates:

31 July – 6 December 2026 (Tuesday to Friday for booked sessions; extended public opening hours to coincide with holidays and regional events).

Location: Loreburne Shopping Centre, High Street, Dumfries, DG1 2BD.
Jupiter Artland

Alongside its learning programme, JUPITER+Dumfries presents a public programme of free artist-led events that encourages creativity, dialogue and civic participation across the region. To be announced.

Man arrested and charged in connection with death in Leith

A 33-year-old man has been arrested and charged in connection with the death of 35-year-old Barry Gilgun in Edinburgh.

Barry was found with serious injuries following a disturbance outside Cables Wynd House in Leith on Sunday, 5 July, 2026.

He was taken by ambulance to the Royal Infirmary of Edinburgh, where he died a short time later.

The 33-year-old is due to appear at Edinburgh Sheriff Court today – Tuesday, 7 July.

A report will be sent to the Procurator Fiscal.

Underbelly announces Goodbye Dandelion as first recipient of the Underbelly Futures Fund Award

Goodbye Dandelion, a humorous, moving new work by award-winning writer and performer Maddie Rice and composer Marcus Rice, has been selected as the recipient of the inaugural Underbelly Futures Fund Award.

Created to support exceptional new work at and beyond the Edinburgh Festival Fringe, the Underbelly Futures Fund Award recognises productions that demonstrate outstanding artistic merit and strong future touring potential.

As the 2026 recipient, Goodbye Dandelion will receive a package of support designed to help the production thrive both during the festival and in its future development. This includes £5,000 in grant funding and £5,000 in investment to support the current and ongoing life of the show.

The company will also receive a favourable venue agreement, enhanced marketing support, in-kind rehearsal space, financial assistance to facilitate accessible performances and the opportunity to perform at Underbelly Soho’s Fringe Fix Season in September.

Goodbye Dandelion is told by real-life siblings Maddie (on the mic) and Marcus (on the keys), and was created with and directed by Katie Pesskin. The show follows the final years of 87-year-old Darcy through the eyes of an unlikely new friend. Blending storytelling and live piano, the piece explores friendship, mortality, and what it means to truly live.

The work marks Maddie Rice’s return to Underbelly following her acclaimed turn in Fleabag (2017), becoming the only actor other than Phoebe Waller-Bridge to play the role, and her award-winning solo show Pickle Jar (2018), also directed with and directed by Katie Pesskin.

Goodbye Dandelion was first presented in development at Underbelly’s scratch night Belly Scratch in November 2025, where it immediately stood out for the sensitivity and confidence of the work, the compelling onstage dynamic between the siblings, and the use of live music to heighten the storytelling.

The Futures Fund continues Underbelly’s history of championing daring new voices across theatre and live performance.

Marina Dixon, Head of Programming at Underbelly said: “We were all highly impressed with the beautiful and sensitive writing, the way the music is used to heighten the story, the clear on-stage familial dynamic between Marcus and Maddie, and the willingness to take on a controversial and relevant topic.

“We are proud to name Goodbye Dandelion as the recipient of the inaugural Underbelly Future Fund Award and look forward to supporting the show’s continued development and future journey.”

Maddie Rice said: ‘We’re so thrilled to be supported by the Underbelly Futures Fund! Goodbye Dandelion begun life at BellyScratch, and as a writer/ performer I’ve done most of my previous fringe shows at Underbelly- so this feels like a full circle moment.

“It’s my first time at the fringe for 7 years and feels extra special to have this support and to be working with Marcus and Katie. Thank you Underbelly!’

DWP: Supported housing residents to keep more of what they earn under new rules

From October 2026, people in supported housing and temporary accommodation will be able to keep more of what they earn.

We’re modernising Housing Benefit rules and ensuring people are better off when they increase their earnings, hours or move into work.

Find out more: https://ow.ly/IJ9050Zk4Xb

More than 300,000 residents in supported housing and temporary accommodation will no longer face a drop in income when increasing their working hours, under new rules laid in Parliament yesterday.

  • Residents in supported housing and temporary accommodation previously faced a “cliff edge” loss of income when increasing their working hours 
  • New changes to the welfare system which encourage work and ensure it always pays come into force in October 
  • Measure to benefit around 300,000 vulnerable claimants living in supported housing and temporary accommodation

More than 300,000 residents in supported housing and temporary accommodation will no longer face a drop in income when increasing their working hours, under new rules laid in Parliament yesterday [Monday 6 July]. 

The system inherited by this Government left vulnerable people in supported housing having to choose between staying out of work, or risk losing their housing support, because the work allowance was higher for Universal Credit than it was for Housing Benefit. 

 The less generous rules for Housing Benefit created a cliff edge that trapped people on benefits rather than supporting them into work. Some landlords even discouraged residents from taking jobs to protect their own rental income. 

As part of the Government’s commitment to move from a welfare state to a working state, the regulations change how Housing Benefit is calculated so it works in the same way as Universal Credit – a change that will incentivise work for 315,000 people when they come into force in October 2026. 

Sir Stephen Timms, Minister for Social Security and Disability, said: “The system we inherited was actively pushing some of the most vulnerable residents away from work rather than towards it.

“These changes fix that – ensuring residents can keep more of what they earn, so that taking a job or increasing hours always pays better than benefits.

“This announcement delivers on a commitment made in our Autumn Budget, and forms part of the government’s wider plan to reform the welfare system – tearing out the barriers that have trapped people in dependency.

“We are replacing that system with one that rewards work and ensures people keep more of what they earn, while protecting those who need it most.”

Monday’s rules come alongside previous steps to help people on disability benefits that want to work, into work, says the government: ‘We have already rebalanced Universal Credit to tackle the perverse incentives that discouraged work and introduced Right to Try legislation, allowing sick or disabled people to try work without the immediate fear of reassessment.   

‘These measures come alongside our Connect to Work programme, which delivers tailored, personalised, local support that will help 300,000 people into work, and the deployment of 1000 Pathways to Work advisers to help those written off by the previous Government’. 

Additional Information 

  • The Housing Benefit (Earned Income Disregards) Regulations 2026 laid before parliament on 6th July 2026, come into force on 5 October 2026.  
  • Five new earned income disregards are being introduced for working-age Housing Benefit claimants in supported housing and temporary accommodation.  
  • Disregard values will be updated annually. No group is made worse off by this change; any variation in the immediate financial gain reflects how existing Universal Credit and Housing Benefit tapers already operate.

Edinburgh’s Ryze becomes UK’s first Ninja Kidz Action Park following £900,000 investment 

Edinburgh’s well-known Ryze Trampoline Park is being transformed into the UK’s first  Ninja Kidz Action Park, backed by a £900,000 investment and launching with a grand  opening on Saturday 1st August. 

The rebrand sees Ryze partner with Ninja Kidz TV, the family-run YouTube channel with  over 35 million combined subscribers and a substantial UK fanbase, to bring its action  park concept to the UK for the very first time.

Ninja Kidz Action Parks already operate  across North America, including the US and Canada, with Edinburgh and Dundee  marking the brand’s first ever locations in the UK. 

The grand opening will be marked by an exclusive VIP Meet & Greet with the real Ninja  Kidz from the YouTube channel, who are travelling to Scotland to meet fans in person.  Only 150 VIP tickets are available for the Edinburgh event, including a photo with the  Ninja Kidz, a VIP play session at the park, and much more.

General grand opening  tickets will be announced soon. 

The investment funds a full transformation of the venue, introducing more than 18 new  attractions, including adventure slides, a ninja frame, battle beam, wall-to-wall  trampolines, air tracks, a dodgeball arena, foam pits and dedicated soft play for younger  children.  

The investment also represents a vote of confidence in Edinburgh as a destination for  family entertainment, supporting local jobs and giving families across the city and  surrounding areas a new, year-round activity option. 

Ty Nielson, Co-Founder at Ninja Kidz Action Parks, said: “We are incredibly excited to partner with Ninja Kidz and bring the UK’s first Ninja Kidz  Action Park to Edinburgh and Dundee.  

“This is a huge moment for us, and a major investment into creating something truly  special for families in Scotland and across the UK.” 

Rory Fairgrieve, Sales Director at Ninja Kidz Action Parks UK, said: “We are really excited about this renovation to become a Ninja Kidz Action Park bringing  a new and exciting venue for fun to the area.  

“Ninja Kidz TV has millions of fans around the world, including so many here in the UK, we  cannot wait to bring that energy into a real-life action park experience.  

“Ryze has always been about active fun, family experiences and creating amazing  memories. This partnership allows us to take that to a whole new level.” 

Ninja Kidz Action Park Edinburgh opens on 1st August at the current Ryze Edinburgh site. VIP Meet & Greet tickets are on sale now, with general booking details coming soon.

Come to Drylaw Neighbourhood Centre for Monday meals

Come along on Monday to our breakfast café, 9 – 10:30am for some tasty hot filled rolls and hot drinks.

We also have lunch on from 11:30am – 12:30pm. A firm favourite – baked potatoes on the menu!

The Monday Café is open to everyone, and all meals are free; a small donation is appreciated if you are able.

Artist-in-residence programme inspires next generation of creatives at Merchiston Castle School

Pupils gain rare insight into life as a professional artist through year-long residency

Pupils at Merchiston Castle School in Edinburgh have spent the past year working alongside acclaimed Scottish artist Robbie Bushe RSA through a unique artist-in-residence programme, gaining a behind-the-scenes insight into how a professional artist works.

The year-long residency culminated in the unveiling of a major new artwork inspired by the school community at a special exhibition attended by pupils, parents, alumni and leading arts patron Richard Demarco, founder of the Richard Demarco Gallery.

Throughout the year, Robbie worked from a studio space within the school’s Faculty of Technologies & Creative Arts, giving pupils the opportunity to see a large-scale work of art evolve from initial sketch to finished piece, and to experience first-hand how ideas are brought to life.

At a time when creative subjects face increasing pressure in schools, the residency reflects Merchiston’s belief that the arts help young people build confidence, think independently and see the world differently. As technology and artificial intelligence continue to reshape the workplace, skills such as creativity, problem-solving and adaptability are becoming increasingly important.

Robbie joined the school in October 2025 and invited pupils and members of the wider school community to contribute drawings, stories, memories and imagined futures for the school, many of which helped shape the final work.

Polly Prosser, Lead Teacher of Art & Design at Merchiston Castle School, said: “The art and design curriculum encourages pupils to engage directly with artists and artworks, but nothing compares to seeing that process unfold in front of you every day.

“The boys have seen every stage of the journey with Robbie and our small class sizes have meant every pupil has had the chance to speak with him, ask questions and share ideas. It’s been fantastic to see how much they’ve taken from the experience.”

Among them was Chester, a pupil originally from Hong Kong, who incorporated elements of Robbie’s approach into his own coursework, drawing inspiration from his use of storytelling, architecture and memory.

He said: “Through my conversations with Robbie Bushe, I became interested in how different moments in time can exist simultaneously within one image.

“His detailed cityscapes and narrative approach inspired me to layer architectural forms, personal memories and imagined spaces in my final piece, reflecting my experience of migration between Hong Kong and Edinburgh.”

The artwork forms part of a wider series exploring memory, community and the hidden structures that shape everyday life. Drawing on Robbie’s own school experiences alongside stories and ideas contributed by the Merchiston community, the painting features familiar landmarks, imagined spaces and visual references inspired by conversations with pupils throughout the year.

Among them are imagined underground train systems beneath the school, hidden worlds within buildings and a gecko peering from a stack of library books – ideas that emerged through discussions with pupils during the residency.

Robbie Bushe RSA said: “One of the most rewarding aspects of the residency was the curiosity of the pupils. Their ideas, questions and observations constantly challenged me to look at things differently.

“Artists can sometimes work in isolation. Spending a year immersed in a school community brought a completely different energy to the work and many of the details within the painting grew directly from conversations with pupils.

“Being given the opportunity to work alongside the boys and become part of the daily life of the school has had a real impact on my own practice. The finished piece is as much a reflection of the community as it is of my own experiences and ideas.”

To learn more about Merchiston Castle School, please visit :

https://www.merchiston.co.uk/