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bluem4gic's avatar
bluem4gic
Tuning in
2 months ago
Solved

£35 setup/activation fee has not been waived

I recently upgraded my broadband from 500 Mbps to 1 Gbps through an offer in my online account. Upon signing up, I received an email confirming my order, which mentioned a £35 setup fee.

As I knew I had to install the Hub 5 myself, I was confused about why a setup fee would apply to me as an existing customer. I contacted customer service, and the representative acknowledged the confusion. They assured me that, as a loyal customer of over nine years, the setup fee would be waived, and I was told to expect a confirmation email.

After receiving and installing the Hub 5, I noticed that a few days later, my bill included a £35 activation fee, while the setup fee was reduced to £0.00.

It has now been a couple of weeks, and I have yet to receive any confirmation from customer service regarding the waiver of the fee.

How can I get this sorted?

 

 

 

  • bluem4gic's avatar
    bluem4gic
    2 months ago

    Thank you all for your thoughtful replies and support.

    Special thanks to Robert_P for taking the time to review my issue and ensure it was resolved.

    I am happy with the resolution.

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

    Hi bluem4gic 

    Welcome to the Community Forums. 

    Sorry to hear about your concerns regarding a £35 activation charge for your 

    There are activation fees for any new equipment applied to a service. This would be the same for new and existing customers unless the deal specifically offered no setup charges within the deal or free equipment upgrades. If this wasn't the case then activation fees would be valid and applied to the order. 

    If the order was a self-install then there wouldn't be an installation fee, unless a manned install was requested. Manned install charges are £30. This would be the same for new and existing customers with self-installation options but request an engineer. There are also charges for home delivery sometimes which are £5. 

    • -tony-'s avatar
      -tony-
      Alessandro Volta
      2 months ago

      an excellent explanation but reading and actually answering what the OP posted would have been better and more complete

      i quote from his post -

       I contacted customer service, and the representative acknowledged the confusion. They assured me that, as a loyal customer of over nine years, the setup fee would be waived, and I was told to expect a confirmation email.

      so it would seem there are 2 lies from offshore in what they said - the fee would be waived and a confirmation email would be sent - neither happened - just the usual guff to get rid 

      so maybe staff here - Carley_S can sort it or dont you believe the customer

      to the OP - assuming staff dont pick this up again or even if they do then do nothing - raise a complaint - wait for it to be fobbed of in non understandable english and take it to the arbitrator - add £100 to your claim for being messed about and see what they say - if it goes through you will get what you were promised and it will cost VM whatever extra you are awarded plus about £500 in arbitration fees

      so again CM staff - do the right and cheapest thing and sort this

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

        I will send you a Private Message bluem4gic, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    This is another Virginmedia scheme to extract unexpected charges. Two very similar fees at the beginning of a new contract. They advertise that one of them will be free, and quietly forget to mention that the other won't be. 

    The result is this post, and others like it, from people who are charged more than they expected. 

  • bluem4gic's avatar
    bluem4gic
    Tuning in
    2 months ago

    Thank you all for your thoughtful replies and support.

    Special thanks to Robert_P for taking the time to review my issue and ensure it was resolved.

    I am happy with the resolution.