Beware subscription businesses: what Ofcom's £28 million penalty means for CMA ...

Ofcom issued a £28 million fine against Virgin Media for systematically obstructing customer cancellations through two-tier call processes, excessive holds, and agent commission schemes designed to retain customers. The case offers a regulatory blueprint for the CMA's enforcement of new subscription rules launching spring 2027, which will cover millions of non-telecoms subscriptions from gyms to antivirus software.

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