- 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.
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