I started my contract with you two months ago, but due to ongoing renovations at my flat, I was unable to install the broadband. Finally, yesterday, I attempted to set it up, only to discover that the broadband box was not brand new and I could not complete the installation. Of course, I contacted your customer service team for assistance. To my surprise, I was told that if I had called within the first 20 days after starting the contract, it would have been free to send an engineer to install the box. However, because two months have passed, I was informed that there would now be a £25 charge. This makes no sense to me. The installation would be the same, yet I am being asked to pay an additional fee simply because I have delayed the installation. ​I have already paid two bills without using the internet, and now I am being asked to pay an extra charge when I am finally ready to use the service. This feels both unfair and unreasonable. Other broadband providers who respect their customers are sending engineers to install equipment to ensure everything is working correctly, yet Virgin seems to charge customers for the same service at a later time. Furthermore, when I requested an email explaining why I am now being charged £25, the operator I spoke to refused, stating that this could only be discussed over the phone. I regret deciding making a contract with them. Please avoid if you don't want stress in your life. *And another thing: I wanted to raise a complaint, but their online form can't be filled (the name and address).