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Valentina92's avatar
Valentina92
Joining in
5 months ago

Set up fee I never agreed to

Hi there

I've contacted Virgin this morning about my first bill that is a lot higher than what I signed up to. I have been told that there is a set up fee of £35 discounted £19.99 that I have to pay for my first bill.

No part of my contract mentions this, and when I spoke to the advisor this morning, they said they'd email me their version of the contract with the set up fee included. I have not received this yet and this would not be the contract I've signed anyway.

Can anyone advise on who to contact please as their customers service seems clueless 

3 Replies

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  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    5 months ago

    Hi Valentina92 thanks for posting and welcome to our community.

    Sorry to hear of any confusion around the activation fee. I'd like to take a look on your behalf. I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

    • chiara13's avatar
      chiara13
      Just joined
      2 months ago

      Hi,

      I'm having the same issue. I switched at the end of February and was not made aware of a set up fee on the phone. I have only just been able to register my account also, with some guesswork for area code and the account number from the leaflet that the technician left.

      The person I spoke to initially for the switch wrote my email down wrong. I never received any emails regarding my account, contracts etc. so I was surprised to see the 19.99 set up fee.

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 months ago

        Hi chiara13, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear you were unaware of the set up fee. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

        I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

        Many thanks,