Clingy Virgin Media fined £28M for refusing to take the hint
Ofcom: Telco encouraged staff to drop calls and put customers on hold for no reason when they wanted to cancel
UK comms regulator Ofcom has fined Virgin Media £28 million for repeatedly obstructing customers seeking to switch broadband, pay TV, and landline providers, or to cancel their contract with the company.
The watchdog says it uncovered deliberate stalling tactics by Virgin Media agents, including dropping calls, repeatedly putting customers on hold for no reason, and excessive and unnecessary call transfers between agents.
Millions of calls made by customers between January 1, 2022, and September 11, 2024, were likely to have been mishandled, Ofcom says. Virgin Media encouraged staff to use this tactic to deter customers from canceling by financially rewarding them through its commission scheme, the regulator adds.
Complaints about Virgin Media making it difficult for customers to cancel their contracts stretch back years.
Ofcom's rules – known as...
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