£60 Activation Fee for Stream

[pgtho]

Hello. I've recently joined as a new customer and signed up for Volt broadband, phone and sim deal that includes Stream.

My order and contract states that I should only be charged an activation fee of £35. However, my upcoming bill indicates that there is a Stream Activation Fee of £60 due.

I was not offered a Quickstart installation, so shouldn't be paying any additional installation charges, as per the Price Guides: "If Quickstart is not available, we will provide a technician to carry out the installation, and there will be no charge for this."

Any advice on what's going on here or how to get this rectified would be greatly appreciated. I tried to submit a complaint using the online form, but the form failed and return a reference number of several asterisks. I'm also waiting to be connected to an agent via WhatsApp. I started the chat around 18:00 today, but so far nothing.

[unisoft]

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@pgtho wrote:

Hello. I've recently joined as a new customer and signed up for Volt broadband, phone and sim deal that includes Stream.

My order and contract states that I should only be charged an activation fee of £35. However, my upcoming bill indicates that there is a Stream Activation Fee of £60 due.

I was not offered a Quickstart installation, so shouldn't be paying any additional installation charges, as per the Price Guides: "If Quickstart is not available, we will provide a technician to carry out the installation, and there will be no charge for this."

Any advice on what's going on here or how to get this rectified would be greatly appreciated. I tried to submit a complaint using the online form, but the form failed and return a reference number of several asterisks. I'm also waiting to be connected to an agent via WhatsApp. I started the chat around 18:00 today, but so far nothing.

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Looking at your dates, Stream was free activation if you had M350 or above BB. Not sure what BB level you took, but mentioning just in case!

[pgtho]

Thanks unisoft. My broadband level is 250. Just to clarify, I'm not looking to get the activation for free. I just don't want to pay £60 for something that was advertised as £35, both when I signed up and on my contract.

[Martin_N]

Hi pgtho,

Thank you for your post and welcome to the community. 

I'm very sorry for any error on your bill charges. 

To confirm, how did you take out the services with ourselves? 

^Martin

[pgtho]

Hi Martin. Thanks for your response. I went to the website directly and processed the order online.

[Martin_N]

Thank you for that. When you received your contract for the services was there a break down of charges?

^Martin

[pgtho]

Hi Martin. Thank you. I have since been on a chat with an agent and they raised a complaint for me. I have now received an email saying I will be credited £25 to resolve the complaint. Hopefully, this will be successfully added to my first bill. If not, I will report back.

[Steven_L]

Thanks for coming back to us pgtho. I'm glad to hear that your issue has been investigated and the team have agreed to credit the £25 back onto your account. 

Please let us know if you have any further issues.

Kind Regards,

Steven_L