Branch2 Intelligence
Virgin Media slapped with record £28m fine for blocking customers from switching contracts
Key takeaway
Ofcom fined Virgin Media £28m for mishandling customer calls and blocking contract switching over three years.
- Step 11st-order: Ofcom fines Virgin Media £28m for call-handling failures and switching obstruction.
- Step 22nd-order: Virgin Media incurs compliance and remediation costs, and customer churn accelerates as switching becomes easier.
- Step 33rd-order: Competitors BT and Sky gain market share; the sector faces higher regulatory compliance costs, pressuring margins.
Source: Independent Business
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