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Why have i been charged £35 set up fee

Joining in

Why when upgrading/signing a new contract as a current customer will charged £35 for this? Also my wifi pod is not working for the last month despite doing all the online help to rectify this resulting in low to no Internet coverage for most of my house which is forcing me to use and pay for more data on my separate phone contract.


Forum Team
Forum Team

Hi Reedy2509,

Thank you for your post. We're sorry to hear you've had an unexpected charge. 

Have you been able to look at your bill to see what the charge is listed at?


Hi martin, no this set up fee has not been applied yet, I am at the end of my contract but have had to renew/upgrade, the reason for this is I have had shocking Internet coverage over the last 3 weeks, the wifi pod I have has stopped working adding to the poor Internet service to the point I've had to pay more on my mobile contract. I tried all the help and suggestions via virgin app help section and the pod is still not working, so I I said I've had to renew and upgrade but do disagree with having to pay a fee to basically carry on a service. Is there anything to be done to wipe the fee especially as I've had very low Internet coverage for the last 3 weeks plus? Also when gaming I'm hard wired in and still have connection issues. I also have noticed my latest bill is £23 - £25 higher than usual, I am confused  

I am more than happy to take a look at the account for you. I cannot guarantee anything but will happily investigated. 

I will private message you now to confirm details.