• 1
  • 0
  • 0
Settling in
Message 1 of 2
Flag for a moderator

charged for installation check on line

hi All

Installer checked my phone line as they do.

Got my first bill and there's a charge for a call to a mobile phone for doing so.

Only 48p but wouldnt have noticed it but I have no phone connected so it was the only bill on there.

Surely this is an incorrect process.  Virgin have now refunded but that wasn't my point.  I wanted to know if it was standard practice.  They do a lot of installations so nice earner on the side for them

0 Kudos
  • 7.59K
  • 322
  • 1.28K
Forum Team
Forum Team
Message 2 of 2
Flag for a moderator

Re: charged for installation check on line

Hi tonyevans1963

Thanks for bringing this to our attention and a warm welcome to the community.

The engineers when they test the line should do so to a free-phone number not a chargeable one. The engineer may ring a mobile if they believe the number is covered as part of the package so my apologies if this was not the case for you and our tech got this one wrong.

I'm glad to hear this call was credited and we will always make sure that any issues or mistakes are corrected as expeditiously as we can for our customers.

I hope the rest of your journey with us so far has been a better one.

Take care and don't be a stranger round the forums Smiley Very Happy



Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"