I understand that 13.8% was an average but that does not explain why my rise was 17.3%
yes i was specifically told by two agents that the price of my new package would be fixed for the life of the 18 month contract
Now Virgin are asking me to ring and talk to somebody. Sorry the only communication I am interested in is via text or email. How can I be expected to believe anyone on a phone call
If your last renewal was within the last 180 days (the retention period for phone call recordings) when you were promised the fixed price minimum term, request a DSAR and obtain the call recordings to prove you were offered a fixed price minimum term
with a view to taking your complaint forward to Ombudsman Services
Alternatively, find out who you would like to use as your new provider and put your notice in with VM under the 30 day price rise get-out clause and ditch VM.