Business model designed to misinform and deceive people. At end of contract they call you with an astronomical price increase and then tell you they are doing you a massive favour by applying a discount to that price. Inevitably this price is more than you were paying but sold as a discount. New customer price was half that of this "discount" but I was told having been with them for 13 years they could not help. This happened last time we renewed and we then received a call back 3 days later having sorted out a new service saying they were going to give us the deal as we were such loyal customers hence still being with them. I queried this practice this timearound and asked if we could skip the charade and just go straight to the best price. I was told this is another team and the two teams are unaware of what each other do so she could not say what the price may be if this call comes. The poor lady sounded flumuxed as if it was the first time a customer had pointed out the sneakiness of the system. We are paying £39 for TV and broadband currently and they genuinely told me the new price was £100 but because I'm so great they were going to do me the amazing deal of £60. I asked to remove the TV part and the price went up instead of down. The staff speak of "this is just how it works" as if there are not people at virgin designing how it works. I wish this was surprising but it seems common practice now that loyalty to a service makes you vulnerable to financial abuse. They just hope you are so busy and stressed that you don't have time to look for a better deal rather than genuinely trying to help you stay afloat in these difficult times.