Today, 09:01
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#1
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Woke and proud !
Join Date: Jun 2004
Services: TV, Phone, BB, a wife
Posts: 10,209
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£28 Million fine for VM
https://www.telegraph.co.uk/business...from-cancelli/
Quote:
Virgin Media has been hit with a record £28m fine for repeatedly blocking customers from cancelling their broadband contracts.
Ofcom, the industry regulator, said the company had put customers through “unreasonable effort, hassle and difficulty” when trying to switch to a different supplier.
An investigation by the regulator found that millions of calls made by customers between January 2022 and September 2024 were likely to have been mishandled by call agents to delay or prevent customers from cancelling.
It found that the company’s tactics included “deliberate call-dropping” and putting customers repeatedly on hold for no reason.
Ofcom received almost 2,000 complaints from customers who reported experiencing difficulties when trying to cancel their contracts.
In addition to deliberate mishandling of calls, the regulator took aim at Virgin Media for its “two-tier” system of call agents.
Only agents in the second tier were able to process cancellations, meaning more than a million callers were forced to repeat their request to at least one further agent to stand any chance of having their cancellation processed.
Some frustrated customers resorted to cancelling their direct debits, which led to further difficulties such as missed payments that impacted their credit scores.
The regulator said Virgin Media effectively encouraged the use of mishandling tactics by agents by financially rewarding them through its commission scheme.
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About time.
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Today, 09:04
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#2
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CF Resident Dog
Join Date: Mar 2005
Services: Zen FTTP 910
Posts: 15,923
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Re: £28 Million fine for VM
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Today, 09:08
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#3
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Woke and proud !
Join Date: Jun 2004
Services: TV, Phone, BB, a wife
Posts: 10,209
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Re: £28 Million fine for VM
Quote:
Originally Posted by SnoopZ
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Yes but i posted it in the right area 
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Today, 09:13
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#4
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CF Resident Dog
Join Date: Mar 2005
Services: Zen FTTP 910
Posts: 15,923
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Re: £28 Million fine for VM
Quote:
Originally Posted by Mr K
Yes but i posted it in the right area |
The other thread is in the correct area as it's current affairs, it's silly to create another.
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Today, 09:20
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#5
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In the gang of three
Join Date: Jul 2004
Location: Hiding . . from all the experts
Posts: 5,485
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Re: £28 Million fine for VM
I'm sure a Mod will be along shortly to sort it all out 
__________________
If knowledge is power, how come those in power seem so stupid?
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Today, 10:05
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#6
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XIV
Join Date: Dec 2009
Location: Crawley
Age: 36
Services: Three Unlimited
Posts: 16,545
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Re: £28 Million fine for VM
Quote:
Originally Posted by SnoopZ
The other thread is in the correct area as it's current affairs, it's silly to create another.
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He's actually right. This is where all other cable related news is posted. It's the main idea of forum, cable, which has its own dedicated area.
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