I recently ordered the player TV bundle and received my first bill which shows the following charges:
Virgin media hub 3.0 manned installation - £0
Manned installation charge - £40
In the contract that I signed only the first charge was mentioned that is free. However there was no mention of the £40 manned installation charge in the other items and charges section of the contract. This is the first time virgin internet has been installed in the property and so self installation wasn't an available option as the cable had to be drilled through the walls into the house.
I talked to two different people on the live chat who were insistant the two charges are separate and that I should be paying the £40 manned installation charge despite me not having a choice of self installation. Could someone confirm if this is the case?
Unless the rules have changed the £40 is only charged where a customer has specifically declined a self install. Where self install is not an available for any reason, you shouldn't be charged for the manned install.
********************************** I work for Virgin Media - but all opinions posted here are my own
I appreciate you getting in touch with us and welcome to the community forums.
I am sorry to hear there appears to have been an issue with this given what you have said.
For us to investigate this for you and as you have potentially had this emailed to you showing it should have been free can you please pop back to me on the PM I am sending to you that you can find on the top right so we can look into this further.
What method did you use to place your order with us? Was it online, over the phone or in person with one of our sales representitives? Have you previously contacted us through other methods regarding this?
I placed my order online. However, when I found there is no fibre socket inside the house and just cut at the end of the fibre broadband wire, I called VM customer service and they arranged manned installation day for me and the said it will be free and assure that.
However, I can see now £40 manned installation fees and called the customer service with no luck to solve this problem.