Hello, I received my first bill for Virgin Media broadband, and it is incorrect. The monthly cost is wrong and it says that I will be charged for package changes(I never changed my package), installation fee(by technician). I tried calling customer service but I was told it is for sure a VM mistake but they can do is deduct only a part of these incorrect fees from my future bills. To me it's a joke that I am asked to pay for customer service incompetence.
I suspect what may be causing an issue and will try to keep the story short. I signed a contract with VM in late September for M200 (student deal). However, there were a lot of problems with my hub delivery(I even made a post here) and I had to wait 3 weeks to receive the kit. During that time I spent long hours on the line with VM support where everyone was proposing a different solution. One of the VM members told me that she will deactivate my account and activate again, so that she can order me a new kit. Obviously, 1,5 week later I did not receive any package. After that I wrote a post on this forum and one of your members arrange installion as it should be faster than sending a package(not a single word that VM will charge me for that, for me it was obvious that since the estimated delivery is up to 5 days and I waited almost 3 weeks it is free). The technician installed the virgin media hub but the internet did not work, he told me to contact customer service to activate my account(which was deactivated by customer support but not activated again). I tried to contact VM many times but obviously did not get any help. One of the members suggested someone will come(in two weeks) and see what's the problem (even though the technician left just an hour ago and told me what's the problem). Thanks, to one of VM forum members my account was activated on the next day, I did not have to wait 2 weeks for someone to investigate and tell me that I have to contact customer support. After that it turned out that my the package connected to my VM account is VM activated M250, which is wrong as I ordered M200 and never asked to change it.
