Virgin Media has been fined £28m for repeatedly preventing customers from cancelling contracts, Ofcom said.
It said millions of phone calls from customers were “likely mishandled” over nearly a three-year period which prevented or delayed customer from switching to a better deal.
The communications regulator said it found “deliberate call-dropping” tactics, as well as customers being put on hold “for no reason”.
The penalty was reduced by 30% given Virgin Media admitted its failing and agreed to settle the case, Ofcom added.
Ofcom said its investigation uncovered excessive and unnecessary call transfers, and that Virgin’s commission scheme “effectively encouraged” and financially rewarded call centre agents for “behaving in this way”.
Virgin Media has been contacted by the BBC for comment.
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