Virgin Media Community

[Viecha]

So i ordered new hub and for what there is installation charge £5 ?

QuickStart delivery £0.00 Activation Fee £0.00 

One off payment - added to the first bill (includes installation cost) £0.00 - by debit/credit card £0.00

SO why the hell they want chage me £5.00 ?

[jbrennand]

£5 sounds like the standard delivery charge and there is an error on the invoice. A VM person can clarify, but it could be a day or two before they get here.

[sc489]

They just applied that charge to my account. This charge wasn't mentioned and is illegal in consumer law. VM will have to delete my charge. They already have another complaint and another poor performance rating. When will they ever learn?

[Z92]

You can check the tariff of charges here:

https://www.virginmedia.com/shop/the-legal-stuff/priceguides

£5 does seem like the "home delivery" charge.

[Z92]

https://www.virginmedia.com/shop/the-legal-stuff/priceguides

£5 does seem like the "home delivery" charge.

[sc489]

The charge on the bill is for installation not delivery which was quoted as free

[Robert_P]

Hello sc489

Sorry to hear of the confusion caused by the charge to your account.

We can see you have recently spoken to the team where this was discussed, we trust this was resolved in full during that call.

Rob

[sc489]

I got an email in response to my complaint saying a £5 refund has been applied and that VM tried to phone me. VM did phone me the line went dead as soon as i answered and no attempt was made to call me again. Whoever made the call needs retraining. I haven't received the £5 rebate yet.

[Travis_M]

Hi @sc489

The £5 credit promised would be applied to your next bill and subtracted from this, my apologies for the previous inconvenience. 

Regards

[Viecha]

So i think we can close this topic  and virginmedia need to add on their ads  that £5 is for installation or / delivery fee. confusing people with free hub.

[Z92]

Well, technically the hub is still free. You are not paying for the hub.

If the hub is confirmed faulty by VM/engineer, no charge is made, but if you request a new hub then the charge is made.

It's similar to if you have a fault, an engineer visit is free, but if you request an engineer, a £99 charge is made.