£40.00 for activation when i told it was free

Question

I had a email in march saying my nox requires a free upgrade i had the old tivo box which i ingnored , i talked to customer service yesterday seeking for a new deal but didnt end up changing anything , the representative said as good will we will send you a new 360 box and there is no charge , today i recieved a email saying

There is a one-off charge of £40.00 for installation or activation.

So are my getting charged ? the email says free upgrade and the representative said as a good will gesture , now i feel like ive been scammed , i have the chat logged saved .

Any suggestions?

cjenks11 · Answer

Also i cancelled by virgin internet 5 years ago and went with sky , what does free TV data connection mean? , i was told i could use my sky connection with the box.

Tudor · Answer

You have to have a VM broadband connection for any VM TV box to work. Perhaps the ‘activation’ charge is for a VM broadband connection. Best wait for a VM staff member to get to your post, could take up to three days.&nbsp;

Matthew_ML · Answer

Hey cjenks11, thank you for reaching out and we are sorry to hear about your fee/
When you see a free update did they ever mention there would be charge for this at all?
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