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ComReg notifies Virgin Media of non-compliance with USO

23 Apr 2021

Ireland’s Commission for Communications Regulation (ComReg) has announced that it has notified local broadband provider Virgin Media of a finding of non-compliance under the latter’s obligations with the Universal Service Regulations. In a press release confirming the development, ComReg said it had found that certain conditions and procedures for the operator’s contract termination acted as ‘a disincentive to a consumer changing service provider’. Specifically, ComReg raised issue with Virgin Media’s requirement for customers to provide 30 days’ notice when changing service provider when outside of a fixed term contract. Further, the regulator said other problem areas included: the provider’s lack of information regarding cancellation in writing and the requirement in almost all instances to speak to one of the telco’s agents on the phone prior to a cancellation being actioned; and a requirement for customers to engage in so-called ‘save activity’ (i.e. when customers have to speak to a retentions team member prior to any cancellation of service) with Virgin Media.

The company has been given until 4 May 2021 to respond to ComReg’s findings.

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