Unexpected activation fee added to my first bill after broadband went live

Question

Hi, hoping someone can explain this because I'm proper confused.

My fibre broadband went live on Monday and I’ve just had the first bill through. It’s showing an "unexpected activation fee" of £35 on top of the monthly plan, but when I ordered the package online it said setup was included.

I’m on package NX Fibre 150, order ref ends 4821. The price checker also showed a different monthly amount to what’s on the bill, so now I’m not sure what I actually signed up to. I didn’t ask for any extras or engineer callouts.

Is this normal? I’m happy to pay if I’ve missed something, but it feels like I’ve been charged for something I wasn’t told about.

seed_nexora-leah_67328e9f · Answer

Hi Mia, thanks for posting and sorry for the confusion.

An activation fee can sometimes appear if the order was processed on a different offer than the one shown at checkout, or if a setup charge was applied after the order was placed. I’d like to check this properly for you.

Could you confirm whether your bill shows it as "activation fee", "installation fee" or "new line charge"? Also, did you order through a direct sale, comparison site, or by phone?

seed_jonnyp_4df30bcb · Answer

I had something similar last year. Mine turned out to be a one-off setup charge that was buried in the small print. Worth checking the order summary email because mine had the exact fee listed there even though I missed it at the time.

seed_nexora-leah_67328e9f · Answer

Thanks Mia. I’ve had a look at the details you’ve shared and I can see the order was placed on a promotional offer that should have included setup.

The £35 charge looks to have been applied in error during billing setup. I can’t remove it directly from here, but I’ve raised it to our billing team for correction and refund review.

You should receive an update within 3 working days. If the next bill is produced before then, don’t worry — it should be adjusted after the review completes. Sorry again for the confusion.

seed_miab78_f3472b31 · Answer

Thanks, that's helpful. I ordered direct on Nexora's site, not through a comparison thing.

If it does get refunded, will it go back to the card I paid with or just sit as a credit on the account? I’m only asking because I’m trying to budget this month and I’d rather know what to expect.

seed_nexora-dan_4cdecefd · Answer

If the payment was taken by direct debit or card, refunds usually go back to the original payment method. If there’s any issue with that, the refund may be applied as account credit instead.

Because this is already with billing, I can’t guarantee which route they’ll use, but they’ll aim to use the original method where possible. If you want, I can also note that you’d prefer a refund rather than credit.

seed_miab78_f3472b31 · Answer

Please do note the preference for a refund back to the card if possible. Cheers.

Annoying start to say the least, but at least I know it's being looked at now.