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Liqnov
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Free connection fee

Hi All,

I signed up to Virgin last night and my Customer Service Agreement says 'FREE INSTALLATION', but the email from virgin to confirm my installation has added £14.99. Both myself and the Representative have signed the customer agreement,  so will I be in a position to ask for my  £14.99 back?

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Superuser
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Re: Free connection fee

is the 14.99 install fee or activation fee?
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Liqnov
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Re: Free connection fee

Install fee

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Superuser
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Re: Free connection fee

The £14.99 is an activation fee. If the house and services order are eligible for self install but a engineer install is chosen then there would be another £40 charged. If the services, or the house don't qualify for self install, then you aren't charged the install fee as you don't have a choice

However as I wasn't part to the conversation, I do not know whether it was agreed whether there would be no one off fees at all for getting the services installed i.e. whether the £14.99 is a correct charge or not.

The only way you can resolve this is by speaking to Virgin Media's Customer Services team and then finding an acceptable outcome. You can call them on 0345 454 1111 from any phone.
**********************************
I work for Virgin Media - but all opinions posted here are my own
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Liqnov
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Re: Free connection fee

Thanks all I will contact the sales person who signed the contract with me
Regards
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