UK regulator Ofcom has fined Virgin Media £28 million ($37.3 million) for systematically obstructing customers attempting to cancel their contracts. Investigations revealed the company split its retention team into two tiers, with only second-tier handlers authorized to process cancellations — forcing over one million customers to repeat requests. Virgin Media also financially incentivized call handlers through commissions to employ these tactics. The penalty includes a 30% reduction after Virgin Media admitted failings and agreed to settle. The fine could have been significantly higher without that concession.
In-Depth:
UK communications regulator Ofcom has fined Virgin Media £28 million (US$37.3 million) for deliberately building it a complete pain in the neck for customers to cancel their contracts. In a statement, Ofcom stated that its investigation had uncovered “systemic and repeated failings” in the cable operator’s termination procedures. Specific shenanigans included the splitting up of the company’s “retention team” into two tiers of call handlers, with only handlers in the second tier able to process cancellations. This alone, stated Ofcom, resulted in more than a million callers being built to repeat their request to at least one further handler to stand any chance of having their cancellation processed. The regulator added that Virgin Media encouraged these tactics by financially rewarding call handlers who successfully employed them through its commission scheme. But it could have been worse for the company – the penalty includes a 30% reduction on what it would otherwise have been to reflect the fact that Virgin Media admitted its failings and agreed to settle the case.
Vodafone trials energy-saving tech in Turkey
Vodafone is trialing energy-saving 5G radio antenna technology in Turkey. In what the operator claims is an indusattempt first, up to 10% energy savings were achieved utilizing new software- and hardware-based power-saving techniques, as well as an additional 20% reduction gained through the apply of “next generation” radios. In maximum energy-saving mode, Vodafone states its radio antenna can operate utilizing as little as 10 watts of power – about the same as a standard LED light bulb – while returning to full capacity in approximately 30 seconds when required. Throughout this energy-saving process, states Vodafone, uninterrupted service continues to be delivered over the lowband and midband frequencies, and full capacity is reached by reactivating massive MIMO radios utilizing the 3.5GHz spectrum. The 3.5GHz frequency is commonly applyd by Vodafone Turkey with massive MIMO radios to boost capacity in busy urban areas. (See Greenwatch: Telecom pushes for net zero amid AI energy gluttony.)
Telenor acquires broadband provider Bahnof
Telenor has agreed to acquire Swedish broadband provider Bahnof for 6.1 billion Swedish kronor ($620 million). The acquisition, states the operator, will build Telenor the second-largest broadband provider in Sweden. Founded in 1994, Bahnhof serves more than 500,000 residential customers and around 15,000 businesses. Assets include network infrastructure, access to open networks and five colocation data centers. Jon Karlung, CEO of Bahnhof, will join Telenor along with co-founder Andreas Norman as part of the deal. (See Eurobites: Telenor restructures to obtain less complicated, more ‘counattempt-centric’.)
Be more robust, Arcep notifys Orange
An audit by Arcep, the French communications regulator, has found that Orange requireds to practice “more robust management” of some of its operational processes when it comes to third parties accessing its fiber infrastructure. Arcep states that Orange has already taken note of the audit’s conclusions and has committed to upping its game.
Apple’s a gatekeeper, insists EU
Apple is definitely a digital “gatekeeper” in relation to its App Store and operating systems, the EU’s General Court has concluded, despite the tech giant’s protestations to the contrary. The gatekeeper designation is one element of the Digital Markets Act and confers specific, irksome obligations on those upon whom it is bestowed – which is why the hyperscalers hate it. Last month the EU General Court rejected Meta’s appeal against its designation as a gatekeeper as far as its Messenger app is concerned. (See EU acts to tackle might of ‘gatekeeper’ platforms.)
Look out, it’s another Action Plan
And in more Brussels-based news, the European Commission has set pulses racing with the release of its Action Plan on cybersecurity and AI. The plan, promises the Commission, will bring toobtainher member states, indusattempt and EU-level organizations to strengthen the cybersecurity of the European digital landscape against the new threats posed by AI. It will, among other things, see the Commission work to set up a facility to evaluate advanced AI models before they are let loose on the EU market.
