on 23-03-2022 13:12
Signed up for Broadband last week with advertised free set up promo. Got bill today with £35 activation charge which was never mentioned anytime during the sign up. Called customer services but that was a waste of 45mins of my life. How can you charge a fee for something you never mention. Asked to cancel but told I would still have to pay charge
Answered! Go to Answer
on 23-03-2022 13:16
Hi the setup fee is separate from the activation fee. Regards Micky
on 23-03-2022 13:16
Hi the setup fee is separate from the activation fee. Regards Micky
on 23-03-2022 13:19
It may well be but it was never mentioned when I signed up. Just bad practice from a poor company. No wonder they score so badly on customer satisfaction
on 23-03-2022 14:18
afaik if you cancel within 14 days there is no charge - who did you speak to - if it was offshore then anything is possible as a made up story - follow this
dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre
theres a freephone number 0800 052 0422. You need option 4 to speak to retentions
if you get offshore then either hang up or tell them you want to give cancel under the 14 day terms - they will huff and puff and likely offer you all sorts of deals - have non of it until you speak to someone in the UK - once you have that you are likely to get some common sense - you can carry on and cancel or negotiate to stay with the £35 removed
if you want to take it further you can raise a complaint and when they do nothing or close it go to the regulator and complain via them that a charge was added that you were not informed verbally when you signed up - also add some amount - £50 is a nice round figure for compensation for wasting your time and stress - afaik your legal position is solid - VM cannot add charges that were not shown or indicated
hopefully staff here will pick this up and they will resolve it - but dont accept a compromise - demand the charge is dropped
on 23-03-2022 14:30
Cheers Tony I'll try that.
Spoke to offshore and then put thru to retentions but also offshore. Insisted I would have to pay charge. I'll try that number and insist on UK help
on 23-03-2022 15:00
on 23-03-2022 15:37
Hi Sickas,
Thanks for your post and welcome back to the community!
So sorry for the confusion caused here.
I've dropped you a PM so we can discuss further.
Thanks,