Having been with Virgin since the Blueyonder days, 2004, I was surprised when I inquired about some sort of loyalty credit to keep me as a customer, I was advised that loyalty counts for nothing and if I wish to cancel my services then that was my right.
Needless to say I have requested that the cancellation process takes place.
To keep loyal customers in such a competitive market you would hope Virgin would have high on their list, but it appears loyalty counts for nothing with Virgin!
Whether you get a loyalty discount largely depends on whether the VM staff concerned have done their quota for the day/week/month. So phoning again on a different day might yield surprising results.
What amazes me is that you are even surprised by VM's policy. Every business in this kind of market works this way. The Insurance companies are the worst offenders. Existing customers pay inflated premiums for poorer cover than new customers pay for better cover. It is how business works. The VM churn rate is relatively good. If they don't have you they'll have other newer customers who will cost initially but pay well if they stay and they mostly do - like me.
Superuser 2017/18 Use Kudos to say thanks Mark answer as "helpful" only when the problem is solved Please don't send me private messages unless I ask you to. I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.