Why Virgin Media has been hit with a record £28m Ofcom fine

• Ofcom has imposed a record £28 million fine on Virgin Media for making it difficult for customers to switch providers.
• The telecoms firm mishandled millions of customer calls over a period of nearly three years, causing "unreasonable effort" and "undue difficulty".
• Virgin Media's tactics included pressuring customers to stay, unnecessary call transfers, keeping callers on hold, deliberately dropping calls, and failing to process cancellations.
• The company had previously been fined in 2018 for breaching the same rule regarding customer switching.
• Ofcom also noted that Virgin Media repeatedly failed to cooperate with its information-gathering process during the investigation.

IN FULL

Virgin Media fined record £28m for stopping millions of customers from switching