High Court orders Virgin Media to ensure contract termination procedures do not disincentive switching customers

The High Court also ordered Virgin Media provide retraining to all of its agents on how to handle cancellation requests appropriately

Company was also ordered that all new agents or agents newly assigned to handling cancellation requests be provided with such training before handling cancellation requests

The High Court has ordered Virgin Media to comply with its obligations to ensure its conditions and procedures for contract termination do not act as a disincentive to changing service providers.

Following an investigation by the Commission for Communications Regulation (ComReg), which ruled that the media company failed to ensure its contract termination procedures was not a disincentive for consumers changing providers, the High Court issued its perfected Order where it declared the company had not complied with its obligations under Regulation 25(6)(b) of the Universal Service Regulations.