Incorrect installation charge

InfiniteBiscuit · 18-08-2014, 18:42

Hello forum goers,

I turn to you for advice on who in VM to speak to, since they seem incapable of actually doing exactly what they've promised to do.
Recently I decided to take on one of their Big Kahuna bundles. My package was pretty antiquated, so it saved me a heap of money. I was told a manny would be out to give me a TiVo box, and the dreaded SuperHub 2. Whoop.

Not long after the install, which consisted of a man giving me a TiVo box and telling me there was no SuperHub 2 on the order, I received a bill for the install.
By the way, I plugged the TiVo box in myself whilst Mr Manny was in the van. His install consisted of getting the box to lock onto the service.
The flyer specifically said the install was free, however this bill had a wholloping great £49.95 install charge on it.

I gave VM a phone to say what the hell is this? Where is my SuperHub 2? I was offered a SuperHub 2 at that point, to be delivered a week or so later. This came with a £20 charge, which I refused as I should have gotten one in the first place. I was also told the £49.95 install charge would be removed.

My bill has since been amended to show that the £20 charge was added, and then credited. The manned install charge is still there though.

Who do I phone to get this removed? Preferably a department that isn't run by twits.

MalteseFalcon · 18-08-2014, 20:07

As far as I know, there is an activation fee of £49.95 for a TiVo install, so whilst install is free the activation is not. That is what the charge is.

InfiniteBiscuit · 18-08-2014, 20:08

Quote:

Originally Posted by MarkC1984

As far as I know, there is an activation fee of £49.95 for a TiVo install, so whilst install is free the activation is not. That is what the charge is.

That's extremely misleading, and at no point was I told that during the 'sale'. I didn't order online, I spoke to someone on the phone. It's their responsibility to make all charges visible.

BenMcr · 19-08-2014, 08:55

Quote:

Originally Posted by MarkC1984

As far as I know, there is an activation fee of £49.95 for a TiVo install, so whilst install is free the activation is not. That is what the charge is.

Quote:

Originally Posted by InfiniteBiscuit

That's extremely misleading, and at no point was I told that during the 'sale'. I didn't order online, I spoke to someone on the phone. It's their responsibility to make all charges visible.

The Big Khanua comes with a 500GB TiVo. When it's installed by itself, it has no activation fee.

I'd double check on the flyer what the rules over the free install were, the terms on the website state:

Quote:

Free installation online: 18-month minimum term contract applies. Offer available to new customers taking broadband up to 50Mb, up to 100Mb or up to 152Mb with a phone line; or broadband up to 50Mb, up to 100Mb or up to 152Mb and TV M, M+, L or XL with a Virgin Phone line. £49.95 installation fee applies to broadband, TV, phone and mobile SIM when purchased on its own, or if not purchasing online. May not be used in conjunction with any other offer unless stated by Virgin Media.

So based on what you had installed, it's probable that a manned installation was chargeable.

However, that isn't excusing the fact that the person you spoke to didn't correctly explain what costs you would be charged.

I'm also not sure why, if you already had all three services, why you'd need a tech install. Both TiVo and the SuperHubs are available via Quickstart / Self install.

InfiniteBiscuit · 20-08-2014, 16:41

Quote:

Originally Posted by BenMcr

The Big Khanua comes with a 500GB TiVo. When it's installed by itself, it has no activation fee.

I'd double check on the flyer what the rules over the free install were, the terms on the website state:

So based on what you had installed, it's probable that a manned installation was chargeable.

However, that isn't excusing the fact that the person you spoke to didn't correctly explain what costs you would be charged.

I'm also not sure why, if you already had all three services, why you'd need a tech install. Both TiVo and the SuperHubs are available via Quickstart / Self install.

I didn't really see why it was necessary either to be honest. I've been with VM now for a long number of years, and they haven't really pulled this crap before.

So basically I'm being charged for a man, that didn't need to be there. Absolute crud. Plus the fact that I was previously told that said charge would be waved.