First of I would like to state that I have been a Virgin Mobile customer for over 12 years, with fourPhone contracts on my account with averaging $450.00 a month alone on bills — That's $5400.00 a year you get out of me!
I contacted one of your Virgin Mobile representives via your Sales & Upgrades direct Phone number. Asked If I could request an Early upgrade due to the current Phone on my contract is playing up and glitching, their reponse was to pay the remaining of the contract which was ~4 months.
I find this very disgusting that I myself, have always paid my Bills on-time and have been a Virgin Mobile customer for over 12 years, and have four Phones on Contract currently since day one.
It was always up to myself to Contact your Team regarding specials, etc.
Sorry to hear about this experience @mwh21, it's never our intention to make you feel like this. If your phone is playing up and you're still within your commitment period you do have the option of having it assessed under warranty.
However if you don't want to do this and simply want to upgrade to a new phone, all we ask is that you pay what's owing on that phone (we don't charge cancel/early upgrade fees). If you contact us, we'd be happy to check exactly what the phone payout fee is and see if we can help in any way, or we can look at warranty options if you prefer!