Can someone explain this to me?

[#1]

soo... new customer
visits website to place broadband order and sees this
Up to 38Mb download speeds†
Up to 19.5Mb upload speeds
Wireless router included
UK-based customer support 24/7
Unlimited usage
Multi-award winning broadband provider
Activation included when you take phone - Save £50†
Plusnet Protect powered by McAfee included
Fix connection problems with our free help tool - Plusnet Assist
but when said customer enters postcode phone number and address this is what comes up

Unlimited Fibre Broadband
    £14.99
Promotional discount (for 6 months)
    - £14.99
Router P&P
    £5.99
Line rental (First month)
    £15.95
Installation charge
    £49.99
Anytime (First Month)
    £5.00
Voicemail (1571) (First month)
    Included
Today's total
    £76.93
so phone has been taken .... so this should void the installation charge but seems  not?
customer dose have BT phone line (used to be with sky)

[#2]

The activation and installation fees are 2 separate things. If you take fibre and phone we waive the activation fee, however an installation fee is still applicable depending on the results of a line check.

[#3]

but the line is there so you want to charge for something installing that dose not need it

[#4]

or are you now charging people to have fiber connected to their phone line?

[#5]

Quote

Installation charge     £49.99

This is only applicable if a brand new phone line needs installing (or if there's a ceased LLU line at the property).

[#6]

sky use llu right?

[#7]

Who is the line rental with, that's the important thing?

[#8]

she pays it to sky with rest of bill

[#9]

Well I don't understand that quote either because the Price Guide says LLU transfers are free.

[#10]

This seems odd, as the charge shouldn't be applicable in that case.
Could you possible DM me over the address details and I will look into this one for you and get you an update for Monday

[#11]

doing that now

[#12]

cruise can you shed any light for me please?

[#13]

I wouldn't bother don't expect those speeds and as for award winning customer service - I hope you like This is the way to Amarillo