Wire · regulatory
Virgin Media Fined After Dropping Calls Of Those Trying To Switch
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Fusion42 · 16 July 2026 · Fusion42 review
Ofcom fined Virgin Media £28m—the largest penalty under its consumer protection laws—after finding call centre staff deliberately dropped calls, transferred customers unnecessarily, and put them on hold to prevent contract cancellations between January 2022 and September 2024. Agents were given financial incentives to block switches; Virgin Media admitted fault and agreed to compensate affected customers.
◆ ◆ The Wire takeaway
If you're building tools to help customers switch providers—porting automation, contract exit software, or churn analytics—you've just gained regulatory leverage. Ofcom has criminalised the friction your product removes, and any telco now faces £28m+ exposure for the exact barriers you're designed to break.
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1 source · 15 Jul 2026
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