The worse company I have ever had to deal with. The customer service is diabolical, unprofessional and disrespectful. I have been trying to deal with virgin mobile, who do not have an escalation process and no representative takes ownership. To give context, we have a iPhone 7+ that broke early August, we took it to the Apple store to ascertain the issue. A Genius looked at it is broken but could not advise what was wrong apart from it was in good condition. He advised that as is was not provided by them we would have to go to the retailer who sold it, Virgin mobile. The Apple Genius emailed me his prognosis so I could pass it on to Virgin. Around 15 calls (each taking around 40 plus minutes), 2 emails later we are still no further on. We have been asked to email the Apple email, they lost it, a case manager said he will repair the phone, no follow up. Becuase my daughter has not had a phone for nearly 3 months e weeks ago I said I would pay the £47 to repair the phone, I asked the customer service representative, Sky, ironic, to send me all that we had confirmed in writing. They send a letter referencing a iPhone 7, requesting £47 service charge and £264 repair fee and a deadlock letter, all in one. The letter stated thatvthey "deeply value our relationship " that they are "committed to providing me with the highest level of service" The last straw was on Saturday they said that they will listen to the recording of me conversation with Sky and call me back 5 p.m. on Tuesday and to make sure I am available to receive the call. Did they call, did they heck!