Billing query

[#1]

I am new to Plusnet and paid (by debit card) my 1st months line rental plus £49.99 for an engineer visit at time of ordering. However my router etc was mailed to me and having received an email advising my broadband service was now live have connected the router etc myself today. Can anyone advise why I had to pay £49.99 for an engineer visit that wasnt required, and how I go about getting this refunded? Any help much appreciated

[#2]

Thanks for your post @paulbkenyon and welcome to our Community Forums.

I'm sorry to see an engineer didn't go to your property. I've checked your order and I can see that our suppliers advised us that they've believed they could get your service up and running externally without a visit.

Looking at the order notes, I can see an engineer went to the exchange to activate your phone line, so while they didn't need to visit you, the installation fee would still be applicable I'm afraid as an engineer was in fact needed.

Apologies again that we didn't make you aware in advance a visit wasn't actually necessary.