The installation of a new phone line can cost around £130 with BT so you are not paying for that. If you were promised more "free" items then you either accept the bill and pay or you dispute the bill and refuse to pay.

As you do not have a written record of the conversation with the salesperson or the call centre, it would be sensible to put the situation in a letter to Virgin so that it is all properly recorded in black and white. If you don't, you will find that Virgin "are unable to find a record of that conversation". It is not uncommon for salesmen to make promises that will not be kept if they believe that they can make a sale. If you do decide to dispute the bill, you should make it clear to Virgin as soon as possible that you are doing this and you should ask them to either cease the service immediately or charge what was promised by the salesman.

If you signed an agreement with details of the charges then that would normally take precedence over anything that was agreed verbally.

It is possible that Virgin could involve debt collectors and/or the courts if you refuse to pay so it is very important if you decide to go in this direction that you keep copies of letters and obtain (free) posting receipts or use recorded delivery.

I signed up with Virgin in February when a man knocked on my door saying i could have free installation etc. So i signed up but was promised free line rental if i wanted a phone line, even though i never use it as i use my mobile, i agreed to have a phone line as he said it is free for the 12 months of the contract.

This is my bill:

BUNDLE CHARGES TOTAL - £14.50
PROMOTIONAL OFFER - CR £5.90
PHONE LINE RENTAL - £13.90
OTHER FEES - £5
TOTAL BILL - £27.50

The other fees is for me paying it into the Post Office rather than having a direct debit. So the way i look at it, if the phone line rental was
free wouldn't the bill be the bundle charges plus the other fees, adding up to £19.50? I can't see where the extra £8 has come from?

I rang them up to ask them and they said that what i am being charged is correct and i am not being charged a penny for having a phone line, is this correct?