Virgin Media financially incentivises agents to stop customers switching, court finds

The evidence in the case included a number of transcripts of conversations between Virgin customers and agents

In the High Court, Mr Justice Denis McDonald ruled that Virgin Media was in breach of its obligations under the EU Universal Service Regulation 

Virgin Media, one of the country's biggest internet and phone service providers, financially incentivises its agents to successfully "save" customers from switching to other providers, the High Court has found.

Mr Justice Denis McDonald made the comment when he ruled that Virgin was in breach of its EU Universal Service Regulation obligations in the way in which its phone agents dealt with customers seeking to switch. He said: