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incorrectly charged Installation and activation fee

I have been charged for manned installation and activation fee on my new virgin media account bill.

These fees were not declared at the time of making my new virgin media order.

Please check and reverse these wrongly billed charges.

Thanks and regards,

Maria Gracias

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Message 2 of 15
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Re: incorrectly charged Installation and activation fee

they were part of the T&C you agree to

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Re: incorrectly charged Installation and activation fee

The charges were not part of T&C which I have agreed to. 

 

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Re: incorrectly charged Installation and activation fee

"Set up Fee: There is an activation fee of £35. However, if you are on one of our 30 day rolling contracts you’ll need to pay an additional one-off flexi fee of £45. "

https://www.virginmedia.com/shop/broadband/broadband-only

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Re: incorrectly charged Installation and activation fee

Sorry, but these charges were not there at the time I made my order. 

Please arrange to remove the charges or I may have to put a formal complaint with the consumer protection department. 

I can see in the forum that I am not the first customer to be blanket charged unjustly. 

So, please revise my bill or issue me a credit note to offset these unjustified charges without prior agreement from myself. 

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Message 6 of 15
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Re: incorrectly charged Installation and activation fee

did your contract say free install/activation?
Also I do not work for Virgin. This is a community forum

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Re: incorrectly charged Installation and activation fee

As I said before, there were no mention of the 02 charges at the time of the order.

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Message 8 of 15
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Re: incorrectly charged Installation and activation fee

must of removed the small print for just you for just that day then. Its been there for years. it was there 10 years ago when I ordered

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Message 9 of 15
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Re: incorrectly charged Installation and activation fee

Maybe you are right, that must be what happened with me. I wonder why they did that to myself and to so many other customers. Virgin media should have corrected the issue. Why didn't they correct the issue?

 

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Re: incorrectly charged Installation and activation fee

or people don't read the small print and want to blame the company.

You need to call in to try and sort this. But unless it says free install and free activation on your contract you might not be able to get a refund

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