AssetID: 55837350
Headline: UNCAPTIONED: Virgin Media Fined £28m Over Customer Cancellation Failures
Caption: Virgin Media Fined £28m Over Customer Cancellation Failures. Virgin Media has been fined £28 million by Ofcom for making it difficult for customers to cancel their contracts. Ofcom said millions of customer calls between 2022 and 2024 were likely mishandled, delaying or preventing people from switching providers. Investigators found tactics including agents hanging up calls, unnecessary transfers, repeated pressure to stay, and customers being left on hold. The regulator said Virgin Media's commission scheme rewarded staff for discouraging cancellations. The fine was reduced by 30% after Virgin Media admitted its failings and agreed to settle the investigation. Ofcom called the company's behaviour "pretty shocking" and said it was issuing its largest-ever consumer protection fine. Virgin Media apologized, saying it has overhauled its customer service, improved staff training and redesigned its complaints process. Instructions: THIS VIDEO MUST NOT BE EDITED FOR LENGTH TO COMBINE WITH OTHER CONTENT
Keywords: Current Affairs & Politics,Virgin Media,Ofcom,£28 million,broadband,contracts,customer service,UK,fine,telecoms,customer complaints,contract cancellations
PersonInImage: