Welcome to our community and thanks for posting. Really sorry to hear that there has been some confusion over your 3 months free movie deal. We fully understand that if this was part of the reason why you signed up you should have the deal you opted for.
As you stated there is no mention of this on your new contract deal we would advised to give us a call on 0345 454 1111 or message us on 0753 305 1809. Our team would be happy to check this out for you and see if there is anything we can do for you to have access to these channels.
Please let us know how you get on once you have spoken to the team.
HI lilkitty81, thanks for contacting us and we are sorry to hear that you are still having issues with the service. When looking at accounts we have installation and activation fees, can you check the contract which was sent to you and check if it says that both fees would be waived or just one of them. If you can provide proof they we would be able to get such a charged removed. We wouldn't usually remove an activation fee. Chris.
Yes he categorically said it was the activation fee as install fee was already free.
This was the reason I signed up... my first question on the callback from him was we would only sign up if we could have the activation fee waived as we were already in a contract with BT, which would cost us to get out of.
He actually stated that he had already sought authorisation from his manager (this was mentioned on a previous call that he would ask) as only a manager could remove the activation charge.
I'm guessing customer services were able to retrieve the call when I requested from when I called them the other day in relation to the movies free for 3 months, cause these have now been added on. On the same call, the activation fee was negotiated so should be able to hear that back.
The sales guy stated that my initial sign up paperwork would state the activation is on there along with a £25 initial deposit (which I didn't have to pay) but to ignore it and it would come off my bill.
It's annoying that I have to keep chasing these things up 😩