Ofcom has mandated that Virgin Media review all customer complaints from the affected period and ensure eligible individuals receive full financial compensation within six months.
Black said the regulator is sending a clear message that any provider acting against customer interests will pay a heavy price.
In response, Virgin Media stated it has overhauled its customer operations to prevent future issues.
A company spokesperson said their customer service turnaround strategy, backed by significant investment, has been transformational.
The company highlighted internal data showing broadband customer complaints dropped significantly over the past year following operational adjustments.
The spokesperson added that Ofcom's latest data shows Virgin Media is now the least-complained-about broadband provider, with complaints about difficulties leaving down 89% last year compared to 2023.
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This penalty follows a separate £23.8 million fine in December 2025 concerning vulnerable telecare users.
