Virgin Media has been fined £28m for preventing customers from canceling contracts.

Virgin Media has been fined £28m for repeatedly preventing customers from canceling contracts, Ofcom said.

He said millions of phone calls from customers over a nearly three-year period were “probably mishandled,” preventing or delaying a customer from switching to a better deal.

The communications watchdog said it found “deliberate call-dropping” tactics and customers being put on hold “without reason”.

The fine was reduced by 30% after Virgin Media admitted its failure and agreed to settle the matter, Ofcom added.

Ofcom said the investigation found excessive and unnecessary call transfers, and Virgin Commission’s scheme to effectively incentivize and reward call center agents “for working this way”.

Virgin Media has contacted the BBC for comment.

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