Installation charges for an upgrade?

Wildean · 26-07-2009, 14:41

I've just been speaking to a Virgin Media CS agent to ask how much extra it would cost to upgrade my broadband.

Here's an extract from my latest bill:

Code:

Telephone line rental	   	 11.00
Phone, TV, Bb L Discount 	-12.50
Payment Handling Charge Credit	- 3.50
Calldispl			  2.00
TV Size L			 11.50
Payment Handling charge		  5.00
Broadband size L		 25.00
TOTAL				 38.50

The agent said it would cost an extra Â£20 a month to upgrade to XXL broadband. I can cope with this.

However, he also quoted an installation fee of Â£30 and Â£20 for activation.
Now I was under the impression I already had a cable installation. After all, I've only been using it for the last five years. I thought they'd just send out a cable modem (disconnect the one and add the other) and that's all I'd need.
Is this charge justified Â£50, particularly as the modem would still belong to Virgin?

BenMcr · 26-07-2009, 14:46

50Mbit is engineer install only - therefore an install fee is charged.

Whether you wish to pay it is up to you, but at present you will not get 50Mbit without doing so

Wildean · 26-07-2009, 15:01

I should have known that I would have found that out myself if I'd bothered to read the small print.

Thanks anyway.

alanasomething · 26-07-2009, 18:39

You need to have a manned install for it, it used to be Â£30 install and Â£50 activation, but the cost has been lowered so I would get it before it goes back up! The tech comes out with a modem, cables, a router and a USB connection included in your order, so it's worth it!

stella68 · 13-10-2009, 13:23

What does an install engineer have to do to install a 50mb modem? is it a complete re-cable form the street box?, a complete re-cable form wall box?, or does he just change the modem over?

BenMcr · 13-10-2009, 15:59

Generally installed the modem (and router if required) and checks the signal levels.

Obviously if a rewire was needed that would then be arranged

P.S it's now Â£35 install and Â£20 activation

stella68 · 13-10-2009, 16:04

WOW, gone up Â£5 in a couple of hours!.....20mb will have to do. Why was i not charged Â£35 installation when i moved up to 20mb?

BenMcr · 13-10-2009, 16:10

Because the 50Mbit service is different technology.

stella68 · 13-10-2009, 16:13

Which means what?......it needs a qualified VM engineer to change the modem that i changed myself before?

BenMcr · 13-10-2009, 16:32

Currently Yes that's exactly what it means.

No tech visit, no 50Mbit.

stella68 · 22-10-2009, 19:46

Well, just had a nice call from VM in response to an email i sent, "would i take the 50mb broadband upgrade if we don't charge the Â£35 installation charge?" was the question......... yep, no problem says i, "great we will get one of our sales team to call you back in about an hour"................

Now just waiting for the call to arrange the installation date........been a couple of hours now................i hope they haven't changed their mind already!

stella68 · 26-10-2009, 12:00

Update.....monday morning.....still waiting for that phone call!.......great service once again from VM!

BenMcr · 26-10-2009, 15:10

I don't understand why they would get Sales to call you back in the first place.

Customer services can arrange installs for existing customers

stella68 · 26-10-2009, 18:20

Maybe he did say CS........point is, no call back, and i doubt if i ring them again and say "someone from the complaint follow up dept said i could have free install" would get me very far!