Does Virgin care about keeping customers?!

Hi,

I just wanted to see if others experience what I face every time my contract renewal is due.

The whole experience is horrible, and you just don't feel valued. I’ve been with Virgin since they took over from the previous broadband provider, so it's been a few years now!

I’m fed up with constantly feeling stupid and taken for a fool. The Virgin call rep insisted the best offer they could provide was £50 for 350mb broadband and weekend calls. I explained that I don’t need the telephone line. The solution? £60 for 350mb?!

Please explain why new customers are valued more than existing ones! Why does being with Virgin for over a decade count for nothing?

The funny thing is, new deals are being offered for 516mb for £32.99, while my best offer is £60 for 350mb.

The sad thing is the call centre staff are helpless. They openly stated they can only offer certain deals. I was told I’d be better off speaking to another call centre, but they can’t transfer me. They can’t put me through to a manager, and they can't help me any further.

I’m just so angry with Virgin. When will someone realize that existing customers are just as valuable as new ones? It’s really disappointing and unnecessarily stressful. Now I have to explain to my elderly mother that her internet service will be disconnected on March 3rd, 2025.

P.S. I’ve also raised two complaints, and guess what? No response.