I rang to complain that my monthly bill was going up by £3.50 a month and to ask for a better deal because new customers pay much less and Sky we’re offering me a similar package for £8.50 less per month. I was on hold for 30 minutes before being told that the best they could offer was to delay the increase for 6 months. When I said I therefore wanted to leave Virgin, I was put through to someone else and kept on hold for another 40 minutes! The man who answered said that the best deal he could offer me was more than I am currently paying! He also said I had to wait until my contract ended before I could leave. When I pointed out that the letter I had received informing me of the price increase said that I could leave without penalty, he agreed & finally processed my request to terminate my contract, having been a Virgin customer for over 10 years. This customer experience is atrocious and really makes you realise that they do not value loyal customers.
11 months ago
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Alice, Customer Support

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