Bit fed up to be honest. I signed up for Nexora broadband last week and now my first bill has an activation fee on it. I don’t remember this being mentioned anywhere when I ordered. It’s £35 and, yeah, that might not sound loads to some people but it’s the principle. Can someone tell me if this is normal or if I’ve been charged wrong?
I had something similar when I joined. Mine showed as an 'activation and setup' charge but it was on the order summary email. Worth checking that first, unless they’ve snuck it in after the fact?
Hi Mia, sorry this has caused confusion. An activation fee should be shown at the point of order if it applies, usually on the basket summary and in the order confirmation email. If you can check those first, that helps us see whether the charge was expected. If you can’t see it listed, send over the order number and we’ll look into whether the fee was added correctly. I can’t promise removal here on the forum, but if it wasn’t disclosed, we’ll review it properly.
Thanks James. I’ve found the email and it does mention a setup fee, but it’s in tiny print and I honestly missed it. So I suppose it’s there. Still feels a bit annoying when the headline price looks lower than the actual first bill. Guess this resolved my question, even if I’m not thrilled about it.
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