Virgin Media is being investigated by a UK regulator over complaints that customers are facing difficulty when attempting to cancel their contracts.
Ofcom said it is concerned about the number of complaints it has received from Virgin Media customers.
Some were unable to talk to an agent, while others found calls were dropped mid-way through as well as put being put on hold for long periods of time.
Many were also forced to repeat the lengthy time it took to cancel requests after the initial instruction was not actioned, said Ofcom.
“Our rules are there to protect people and make sure consumers can take advantage of cheaper deals that are on offer,” said Ofcom’s CEO Melanie Dawes.
The regulator is also probing whether Richard Branson’s Virgin Media failed to meet its requirements on complaints handling, including whether customers were informed of their right to escalate their complaint to an independent ombudsman.
Ofcom has also called for immediate action from major telecom providers on social tariffs.
Social tariffs are cheaper broadband and phone packages for people claiming Universal Credit, Pension Credit and other benefits.
Dawes has urged providers that have not introduced social tariffs to do so immediately, while those that have them in place have been encouraged to raise greater awareness of the offering.
“We’re also expecting more from the industry as a whole in helping to support customers through the cost-of-living crisis,” Dawes said.
“That means no more excuses when it comes to offering and promoting social tariffs to eligible customers who switch and save today,” she added.