WiFi Max charge

[Mairangi]

Hi,

I have just signed up for a new 18 month contract (Broadband, Tv and landline) after being out of contract for many months, and have noticed that I am now being charged £10 per month for add-ons. Two add-ons are listed, "WiFi Max" which is presumably for the WiFi pod that previously I wasn't charged for, and the other is listed as " O2 FULL tracker " which I understand is just a code to let Virgin Media know I am also an O2 customer.

On the contract info sheet, the price is listed as £XX +£10 and the email from the webteam lists the £10 add-on as WiFi Max.

My question is, should I be charged for this add-on at all because I have an O2 phone and sim contract? My broadband speed is listed as " M500 Gig1 Volt speed boost " so they know I'm a Volt customer. I wasn't charged for this in my previous contract, or if I was, it wasn't itemised.

I renewed my contract online and couldn't get any sense from a text web chat while doing it so I phoned 150 but the agent couldn't see my new contract details and said to try again in a few days.

Could someone please advise as to whether or not I should be charged for this, it might save me a phone call next week...

Thank You

M

[carl_pearce · Accepted solution]

No

https://www.virginmedia.com/wifi-max

WiFi Max brings you our WiFi guarantee backed up by our Intelligent WiFi service and signal-boosting mesh WiFi Pods at no extra cost with our Gigabit Fibre Broadband and our Volt packages, or for £8 a month with one of our M50 to M500 packages without Volt.

[Mairangi]

Thanks for that, so now got to phone them in a day or so....you don't have any idea as to how long it will take for a new contract to show up on their systems do you?

M

[carl_pearce]

No, sorry.

[Kath_P]

Hi Mairangi, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're being charged for a service that should be included as a Volt customer. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[deehaw]

Hi, I've just got my first bill and also seen this Wifi Max guarantee as an £8/month add on. It's not something I signed up to nor was I made aware of it. How can I get it removed?

[Mairangi]

As I found out, it's 'just' the way VM do the bill, it is not really an add-on, and you can't remove it. It is a feature that is included in your package but for some reason in billing, (that obviously VM haven't changed yet!) it shows up as an add-on. If you look at VMs packages that they offer, as far as I know, it's something that they guarantee for everyone now, but why it's listed separately on your bill is a glitch in the system for want of a better description.

[Vikki_M]

Hi deehaw,

Thanks for your post, I'm sorry to hear about the confusion regarding the WiFi max charge.

I'll send you a private message now so I can look into this.

Please look out for the envelope in the top right of the page and pop back to me when you can.