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stanvir
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£35 connection fee

hi,

i have been charged the £35 connection fee on my first bill.

it was agreed online this would be waived.

is there a copy of our conversation online?

 

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Anonymous
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Message 2 of 11
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Re: £35 connection fee

did it say it was free on your contract/order confermation?
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Zak_M
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Re: £35 connection fee

Good afternoon @stanvir 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your bill. 

 

Is it stated on the contract or do you have any confirmation that we have offered this? 

 

Kind regards,

Zak_M

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stanvir
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Re: £35 connection fee

hi,

no the contract only states 

One-off charges & credits £35.00
If we need to apply any charges or credits that are not directly linked to one of your services, we'll apply them here so you can see them all together in one place. As this is your first bill, you may see charges such as 'installation charge' or 'activation fee', these relate to the set up of your services.

If we need to credit you for any reason, we'll pop them here too.
Virgin Media Hub 3.0 Manned Install 27 March £0.00
Activation Fee 27 March £35.00
Free Manned Install 27 March Cr £30.00
Manned Installation Charge 27 March £30.00

 

but online when agreeing to the contract the agent was unable to access the system that waived the activation fee.i was promised it would be taken off at the first bill.the free manned install was part of an online promotion.

regards

[Removed] area 4 harland

 

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Zoie_P
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Re: £35 connection fee

Hi Stanvir, thanks for your reply, 

I am sorry to hear this do you have an email or any kind of confirmation of this ?

Zoie

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stanvir
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Re: £35 connection fee

hi,as stated earlier i chatted online with an agent.we were unable to fill out the online form that allows the £35 fee waived.

the agent spoke to his manager who agreed it would be waived when the first bill was produced.

do you have a copy of the chat i had?

 

regards

 

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stanvir
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Re: £35 connection fee

hi,as stated earlier i chatted online with an agent.we were unable to fill out the online form that allows the £35 fee waived.

the agent spoke to his manager who agreed it would be waived when the first bill was produced.

do you have a copy of the chat i had?

 

regards

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Zoie_P
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Re: £35 connection fee

We do not store chats, did you request a transcript of the chat ?

Zoie

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stanvir
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Re: £35 connection fee

i am unsure.we went through the online contract and where it allows waiving of the £35 fee it would not work so the agent

spoke to his manager who agreed the fee would be waived on the first bill.

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Zoie_P
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Re: £35 connection fee

If it's okay with you, I can take a look to see what's happened. I will pop you over a private message asking for some details and we can go from there, just keep an eye out for the purple envelope 🙂

Zoie

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