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A massive £28 million fine has been levied against Virgin Media after regulator Ofcom found they were breaking regulations to retain customers. Between 2022 and 2024, call centre agents deliberately dropped calls, failed to log cancellation requests, and subjected customers to excessive hold times, all in a bid to keep customers with the company.
Ofcom penalised Virgin Media with a £28 million fine for employing underhand measures to stop customers cancelling contracts. The telecoms provider used a two-tier retention call structure where first-tier representatives could not process cancellations. Agents themselves also employed deliberate stalling tactics such as dropping calls and ignoring cancellation requests. These practices were covertly incentivised by the internal commission scheme which rewarded staff for keeping customers above all else.
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