I've been charged the £35 activation fee on my first bill even though it was meant to be free. I have a confirmation email of this from when I placed the order. Mobile chat on the app wouldn't let me post the screenshot so I called and they said everyone gets charged that no matter what. Is this true? Is there an email address I send proof that I shouldn't be charged? Thanks
Thank you for your post Jonnadearden and welcome to our community.
On your first bill you can have a welcome offer which removes the installation fee but this isn't the same as the activation fee, the one we offer would be the installation waived but the activation fee is not included in any welcome offers as far as we're aware as this is standard to connect your equipment up to the account and services on our systems. You can read more on your first bill here.
Thank you for replying. I have a confirmation email which appears to confirm the activation fee should also have been waived. Is there a way I can send you a copy or a screenshot of that? It says the activation fee is worth £35 but I will be charged £0. Thanks.