Having had my mobile for nearly two years, and it now has decided to enter a mode of non-functionality, (it don't work), I called Virgin Mobile, as being advised so to do on their web-site, to see what can, or could, be done.The lady operative, Carol, was exceedingly helpful. She explained all my options very carefully and very clearly. Well, on her recommendation, I picked a new phone and package, which not only gives me a top rate phone, but saves me a few pounds each month. I find each time I deal with Virgin, the results are always a seemingly good outcome, that sits well with all parties. Very polite, very courteous, very professional.