I've been a loyal customer for over 17 years. i wanted to discuss my billing with virgin so logged in on the website. it wasn't possible to discuss my bill via chat so I was directed to the phoneline i waited 35 minutes on the phone line listening to the same 4 songs on repeat. I thought there must be a fault. it was unbelievable to me that a company with such high standing as virgin would have such a long wait time so I assumed there was a fault. i tried again the next morning, and after 35 minutes i was able to speak to an agent. i mentioned the long wait time and he said" yes, we are busy" no apology its my experience that the services at virgin, the customer wait times, the ability to remedy things quickly has much deteriorated while the costs have gone up. reading online its clear that the company has declined, as there are such horrendous reviews of experiences. mine sadly is not an isolated incident I'm a patient man, but I could no longer justify paying upwards of 500£ per year to a company that seemingly invest so little to make the customer experience hassle-free. I was to have a further increase of £3.50 per month as of September. this was worse than Ryan air customer service, really sad as the customer service used to be outstanding after 17 years as a customer, I canceled my contract with virgin and have already signed a new contract with a competitor sincerely