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Charged for replacement hub5

Joining in

Hi can some one help me I had an issue with my hub 3 the last 4 weeks where my WiFi is connected but multiple times during the day it would say no access to the Internet even after pin reset and turning it on and off. I called virgin they sent a technican to apparently relocate and when he came he told me there wasn't an issue with the location so there was no relocation of the hub. So he replaced the hub 3 to a hub 5 now there is no issue but I'm getting charged an extra £25 pounds for a replacement. To my knowledge there is no replacement charge if its virgins fault also I called up virgin today and the best they could do is refund me £10 pound which is absolutely baffling as it was not my fault the equipment failed so now my bill is £54 can someone tell me if this is right or not. 


Forum Team
Forum Team

Thanks for reaching out to us @Shiam, and a very warm welcome to you.

Sorry to hear of the issues you've been experiencing with the billing on your account - which seemingly relates to our flat fee for a call out.

Check out the envelope in the top right hand corner and I can take a closer look into this charge to confirm if this is valid or needs to be removed.