Ofcom's New Target: How Telecom Companies Pay Their Staff

Ofcom fined Virgin Media £28m in July 2026 for obstructing cancellations between 2022 and 2024. The regulator singled out Virgin Media's commission scheme—which rewarded agents for blocking customer departures—as a core violation. This signals a regulatory shift: Ofcom now scrutinizes how operators structure staff incentives, not just the misconduct itself. Telecom firms relying on retention-linked bonuses face new compliance demands.