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Ive been with virgin for over 8 years and am going through a nightmare upgrading right now, which is a shame because i previously loved virgin. I ordered an upgrade online. Then i noticed a couple hours later the next model up was same price but they said its too late to cancel and just refuse the phone. I double checked with customer service online before sending it back as i was worried the deal for the phone i was going to order would be gone by the time my return was processed and was told not to worry as it was a new deal. I sent the phone back the same hour it was received, the phone was sent back sept 4 and virgin received it sept 8 and my account is not updated yet even though i received a text msg from virgin 3 days ago saying i was eligible to upgrade again and the original deal is now gone even though customer service told me not to worry. Ive been back and forth with customer service all week and only yesterday and today did people start giving me clear information about the buyers remorse process, how long it takes and how they dont actually know when deals end. That info wouldve been useful before i sent the phone back as had i known clear details i wouldve saved myself the hassle and extra money im going to have to put down on the phone now and just kept the original phone. Multiple times ppl told me they would have managers update my account and then the next person would say no they cant do thay till after 10 business days. The last 2 days customer service has had clear, helpful info but before that it was garbage. Disappointing that its so hit and miss now