The \u00a328m fine, which was reduced by 30% as Virgin Media admitted to its failing and agreed to settle the case, is Ofcom\u2019s biggest ever under the regulator\u2019s consumer protection rules.<\/p>\n
The Ofcom investigation found that millions of calls made by customers between January 2022 and September 2024 were probably mishandled by call agents \u201cin order to delay or prevent customers from cancelling and switching to a competitor\u201d. Customers can save hundreds of pounds by switching to a new deal.<\/p>\n
It also uncovered evidence of \u201cdeliberate mishandling of calls by retention team agents\u201d, with a commission scheme that \u201ceffectively encouraged\u201d and financially rewarded agents for \u201cbehaving in this way\u201d.<\/p>\n
Natalie Black, a director at Ofcom, said Virgin Media<\/a> initially \u201cdid not fully cooperate with our investigation. As a result, we are levelling our largest ever fine under our consumer protection rules for direct harm to consumers.\u201d<\/p>\n \u201cToday, we are sending a clear message that any provider who wilfully acts against the interests of their customers will pay a heavy price,\u201d she added.<\/p>\n The regulator said Virgin Media had since made a number of important changes, including improvements in its commission scheme, training and quality assurance, and monitoring.<\/p>\n Ofcom has ordered Virgin Media to check that every affected customer who complained has received the compensation or other remedies to which they may be entitled within the next six months.<\/p>\n
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