Ofcom probe found agents delayed millions of contract exits
Ofcom, the UK telecommunications regulator, announced on Wednesday that it had imposed a £28 million penalty on Virgin Media after an investigation uncovered what it called “deliberate mishandling of calls by retention team agents.” The watchdog said the company’s conduct likely affected millions of phone calls between January 2022 and September 2024.
According to Ofcom, Virgin Media call agents used tactics designed to prevent customers from switching to competitors — including deliberately dropping calls, putting customers on hold for “no reason,” and making unnecessary call transfers. The regulator said it received nearly 2,000 complaints from Virgin Media broadband, landline, and pay-TV customers who reported struggling to cancel their contracts.
The fine, which Ofcom said was reduced by 30% after Virgin Media admitted to its failings and agreed to settle the case, is the largest the regulator has ever issued under its consumer protection rules. The agency added that customers can save hundreds of pounds by switching to a new deal.
The investigation also found that Virgin Media’s commission scheme effectively encouraged retention agents to engage in the practice, financially rewarding them for preventing cancellations. The regulator said the scheme “effectively encouraged” agents for “behaving in this way.”