Virgin Media Faces Mass Exodus of 400,000 Customers After Price Increase
Virgin Media has experienced a significant customer departure, with nearly 400,000 subscribers cancelling their contracts following the announcement of a monthly price hike. The telecommunications giant, which competes with major providers like Sky, TalkTalk, PlusNet, and EE, reported a net loss of 397,500 mobile customers over the past year. This decline includes a staggering 164,800 subscribers who left in the final quarter of 2025, directly attributed to the increased costs.
Details of the Price Increase and Broader Impact
In October 2025, Virgin Media announced a further monthly increase of £2.50 for its 15.6 million mobile customers, a move that has sparked widespread dissatisfaction. Beyond mobile services, the company also saw 138,400 broadband customers depart in 2025, with 16,700 exiting in the last three months of the year. This trend highlights growing consumer resistance to rising prices in the competitive UK telecom market.
Lutz Schuler, chief executive of Virgin Media O2, commented on the challenging conditions, stating, “While we expect challenging market conditions to continue in 2026, we are well positioned to seize the right opportunities in each of our business areas – consumer, business-to-business and wholesale – and the foundations we’re putting in place today will help to build long-term customer trust and fuel future profitability and cash generation.” Despite these assurances, the customer losses underscore the immediate impact of the price adjustments.
Consumer Strategies for Cost Savings
Interestingly, despite the price hikes, Virgin Media is noted as one of the easiest companies to negotiate with, according to Martin Lewis' team at Money Saving Expert. Several customers have shared their success stories in reducing bills through haggling:
- One MSE reader reported reducing their bill from over £80 per month to £51 after obtaining competing quotes and declining multiple offers, all without needing to go through the retention department.
- Another customer managed to lower their TV, phone, and broadband package from £68.99 to £41 per month, resulting in annual savings exceeding £355, after being transferred to the disconnections team.
- A third subscriber successfully negotiated their renewal from a proposed £68 per month down to £21 per month, saving £564 annually, by making a second call and leveraging tips from the Money Saving Expert website.
These anecdotes suggest that proactive negotiation can mitigate the financial burden of price increases, offering a silver lining for consumers amidst the broader trend of customer attrition.
