topic Re: Incoming calls in My Account/Billing

Incoming calls

Abbott — Mon, 02 Jan 2023 15:56:51 GMT

I am needing to check phone records for details of incoming calls. Other phone providers itemise incoming calls but PlusNet tell me they don't provide this service. It's very important that I see them - does anyone know if I'm being advised correctly? Can I receive itemisation of incoming calls?
Many thanks

Re: Incoming calls

Townman — Mon, 02 Jan 2023 16:12:39 GMT

Can you point to a provider who provides incoming call logs? That is a feature I have never heard of.

That said many telephone handsets do record the calling number, provided that they were not number withheld.

If this is associated with your vulnerable relative receiving problem calls, your best approach might be to engage the constabulary, especially if it is withheld number which are the issue.

Re: Incoming calls

Abbott — Mon, 02 Jan 2023 16:49:59 GMT

Hi
Yes - BT provide a detailed breakdown of all incoming and outgoing calls on an itemised bill.
It is indeed connected to my vulnerable relative. The constabulary are engaged heavily. It's quite a serious situation with various lines of inquiry. We are needing to know who has been making calls in to the line. I'm not sure why this would not be possible.

Re: Incoming calls

Townman — Mon, 02 Jan 2023 17:14:47 GMT

Having done some digging, I found this - https://community.bt.com/t5/Archive-Staging/record-of-incoming-landline-calls/m-p/2244279#M1101985 - which suggests the expectations you have, were part of an additional BT Retail phone service option, which was withdrawn in 2020. BT Call protect has always been more sophisticated than the handset only option from Plusnet.

You might be able to request such information (if it exists) under a FOI request to Plusnet on what information it holds (if any) on inbound calls. I would suspect that Plusnet (who do not run the telephone systems) only have details of outbound calls for the sole purpose of billing. They have no business reason for holding data on inbound calls and therefore under good GDPR practices, it can be argued that they should not have that information.

BT Openreach however might have such information, which the constabulary ought to be able to acquire, far more easily than might you / Plusnet.

In the short term a handset capable of storing the last 30-50 caller's numbers (if not withheld) might be the most pragmatic way forward. Even if Plusnet could give you the information you want, the details of call where the number was withheld are only likely to be obtained by a court order or police warrant. Such information should be in BTOR's call routing records but would be considered sensitive information, not to be disclosed unless legally forced to do so. Even where the display CLI is spoofed, the originating CLI should be known.

Re: Incoming calls

Alex — Mon, 02 Jan 2023 17:27:00 GMT

I can see it from PlusNet's point of view, I would imagine the incoming call information is held, but is too costly to maintain and provide to the general user.

It would only be used in extereme circumstances. I am thinking if a crime and a court were involved and it would require manual work on PlusNet's part.

Re: Incoming calls

Abbott — Mon, 02 Jan 2023 17:25:07 GMT

Thanks very much for going to the effort to retrieve this. My Mum still receives details of incoming calls from BT - I'm not sure how that's feasible based on what I read from the link you shared.
I've had a call from PlusNet - really nice guy - he has confirmed unfortunately I can't retrieve these records.
Many thanks for your help

Re: Incoming calls

adamwalker — Mon, 02 Jan 2023 17:35:03 GMT

Cheers for your time on the phone just now, it was nice speaking to you. I've taken ownership of the issue in question on our side for you and I'll keep in touch until we've got it sorted.

Re: Incoming calls

MisterW — Mon, 02 Jan 2023 17:45:30 GMT

@Townman it would be interesting to see if BT provide it on their Digital voice service. All the voip providers i have experience of provide a full detailed list of both incoming and outgoing calls

Re: Incoming calls

Browni — Mon, 02 Jan 2023 17:53:38 GMT

I'm with BT and my itemised bill doesn't include details of incoming calls.

I can see the last 20 incoming calls under Call Protect in My BT.

Re: Incoming calls

Townman — Mon, 02 Jan 2023 18:30:13 GMT

@Abbott

It would be very interesting to know what service your mum has with BT (PTSN or digital voice) and how inbound calls are listed.