The regulator found the telecoms giant repeatedly obstructed subscribers trying to leave and failed to fully cooperate with its investigation
Ofcom has imposed a record £28billion penalty on Virgin Media after finding the telecommunications company repeatedly made it harder for customers to cancel their contracts.
The regulator said millions of customer calls were likely mishandled over a period of almost three years, with subscribers prevented or delayed from switching to providers offering better deals.
The investigation marks Ofcom's largest ever fine under its consumer protection rules for direct harm caused to consumers.
The regulator found Virgin Media staff deliberately terminated calls from customers attempting to cancel their services.
Subscribers were also placed on hold without a legitimate reason, according to the investigation.
Ofcom found callers were subjected to excessive and unnecessary transfers between departments, creating further obstacles for customers trying to end their contracts.
The regulator said these practices collectively prevented or delayed customers from exercising their right to switch providers.
Customers seeking to leave for competitors offering better packages were unable to complete the cancellation process because of the barriers they encountered.
