topic Re: Why do we have to pay for unanswered phone calls? in Home Phone

Why do we have to pay for unanswered phone calls?

MrT — Sun, 18 Aug 2013 11:01:52 GMT

I've just noticed that a call we made a couple of days ago has been charged at 22p. This call was unanswered either by the person called or any automated system.
So why do we get charged for calls that are never connected?
I've searched for information on the website but have failed to find anything that says such calls are chargeable. Does anyone know where I might find this?

Re: Why do we have to pay for unanswered phone calls?

alanf — Sun, 18 Aug 2013 11:43:11 GMT

Was this a call to a mobile? Mobile phone operators charge other phone companies for attempting to connect calls whether they are answered or not. These charges may then be passed on to the caller.

Re: Why do we have to pay for unanswered phone calls?

MrT — Sun, 18 Aug 2013 14:09:31 GMT

Quote from: alanf
Was this a call to a mobile?

No, this call was to a BT landline.

Re: Why do we have to pay for unanswered phone calls?

alanf — Sun, 18 Aug 2013 14:50:34 GMT

Company switchboard? I suppose you could be connected to a private exchange and hear a ringing tone while that exchange calls the extension.

Re: Why do we have to pay for unanswered phone calls?

MrT — Sun, 18 Aug 2013 19:46:39 GMT

No it's simply a BT landline at a private house with the answer machine switched off.

Re: Why do we have to pay for unanswered phone calls?

alanf — Mon, 19 Aug 2013 00:24:04 GMT

In that case.... not sure if this is up to date but according to Ofcom guidance....
"Call charging starts when a call is first answered. If it is not answered, there will be no charge......"
"A call is not answered, and so you do not incur any charges, if the first and only thing you hear after you have dialled the number is:
A ringing tone, or
An engaged tone, or
An �out of service� announcement, or
A number unobtainable tone, or
An announcement that specifically says that you have not been charged (eg a changed number announcement). This could follow a ringing tone."
"What to do about charges for calls which appear to be unanswered
If you think you have been billed for calls which have not been answered you should contact the telephone company billing you for the call."
http://www.ofcom.org.uk/static/archive/oftel/consumer/advice/faqs/conguide1.htm

Re: Why do we have to pay for unanswered phone calls?

MrT — Mon, 19 Aug 2013 10:36:15 GMT

@alanf Thanks for the update.
Hopefully someone from PN will respond with some clarification soon.

Re: Why do we have to pay for unanswered phone calls?

BenTrimble — Mon, 19 Aug 2013 10:48:09 GMT

We don't know about a call unless it's answered. I expect that the reason is something as simple as the answer phone cut in / someone picked up just as you were putting the handset down or the call was diverted to another number which then wasn't answered (i think that would be chargeable). Unfortunately this isn't something that we would be able to look into unless it was an endemic issue, sorry.

Re: Why do we have to pay for unanswered phone calls?

itsme — Mon, 19 Aug 2013 11:11:17 GMT

Quote from: Ben
or the call was diverted to another number which then wasn't answered (i think that would be chargeable)

Yes it's chargeable but not to the caller but to the called number.

Re: Why do we have to pay for unanswered phone calls?

w23 — Mon, 19 Aug 2013 11:32:11 GMT

While the 'forwarded part' of any forwarded call is charged to the called party the original call (which has 'connected' in order to be forwarded) is chargeable to the calling party.
I suspect it's as Ben suggested, the phone was answered just as the caller hung up, this costs 22p with rounding* (13.1p connection + 7.95p/minute) call cost then rounded up to the nearest penny.
*Correct for Home Phone packages taken before 8th May 2013

Re: Why do we have to pay for unanswered phone calls?

BenTrimble — Mon, 19 Aug 2013 12:12:34 GMT

Can i have the date/time of the call so I can check the un rounded duration?

Re: Why do we have to pay for unanswered phone calls?

MrT — Mon, 19 Aug 2013 16:21:16 GMT

Hi Ben
The call was made on 16/08/2013 at 15:56:14.

Re: Why do we have to pay for unanswered phone calls?

BenTrimble — Tue, 20 Aug 2013 08:09:02 GMT

The un-rounded duration was 1.63 seconds so it looks like it was answered as you were putting the phone down, sorry.

Re: Why do we have to pay for unanswered phone calls?

MrT — Tue, 20 Aug 2013 09:30:49 GMT

Thanks Ben.
My own investigations have revealed:
The person we were trying to contact was away on holiday.
There was a fault on her landline so BT were diverting all calls to a mobile.
The mobile did not register a missed call.
So it looks like BT were still in the process of doing the transfer whilst we were hanging up and thus terminating the call.
At least it looks like we now know what probably happened.

Re: Why do we have to pay for unanswered phone calls?

BenTrimble — Wed, 21 Aug 2013 07:52:56 GMT

Thanks for letting us know, good to get to the source of the problem.

Re: Why do we have to pay for unanswered phone calls?

lizzyhoo — Fri, 06 Sep 2013 19:33:38 GMT

Hi,
I have just found that we are also being charged for calls to mobiles that are unanswered, the reason I know that is if I can't locate my pnone in the house or car I simply ring it to fins it, "I 'don't answer it" and ring off well before the auto answer cuts in. . I have just discovered I have been charged 26p on every occasion for the luxury, I wish I had known that this was Plusnet policy, we never got charged by TALK TALK for the same process in 4 years. The information you post about OFcom not allowing call charges unless it is connected is particularly interesting as I cannot see TALK TALK missing an opportunity to charge 26p for every unanswered call to a mobile. I am a member of WHich? consumers association and intend to see what they say, also Money Saving Expert as it isn't cheap. I am disspointed PLUSNET you had been doing so well for us and our house move with BB went v smoothly.
The only reason I noticed was I was looking into why I was paying 33p to a number 123 on 5 occasions between Dec and May, but I will post separately about that, and the only reason I noticed that was I paid £6.75 to call 118118 for 2 minutes for the first time in a very long time, well if that's how much it costs wow no wonder thaey need to advertise incesantly.

Re: Why do we have to pay for unanswered phone calls?

pennbank — Sat, 07 Sep 2013 14:56:56 GMT

Quote from: lizzyhoo
Hi,
I have just found that we are also being charged for calls to mobiles that are unanswered, the reason I know that is if I can't locate my pnone in the house or car I simply ring it to fins it, "I 'don't answer it" and ring off well before the auto answer cuts in. . I have just discovered I have been charged 26p on every occasion for the luxury, I wish I had known that this was Plusnet policy, we never got charged by TALK TALK for the same process in 4 years. The information you post about OFcom not allowing call charges unless it is connected is particularly interesting as I cannot see TALK TALK missing an opportunity to charge 26p for every unanswered call to a mobile. I am a member of WHich? consumers association and intend to see what they say, also Money Saving Expert as it isn't cheap. I am disspointed PLUSNET you had been doing so well for us and our house move with BB went v smoothly.
The only reason I noticed was I was looking into why I was paying 33p to a number 123 on 5 occasions between Dec and May, but I will post separately about that, and the only reason I noticed that was I paid £6.75 to call 118118 for 2 minutes for the first time in a very long time, well if that's how much it costs wow no wonder thaey need to advertise incesantly.

Your not alone
Because of your post I checked my calls and noticed I got charged 0.10 for a 00.00min call to my mobile to locate it back in May 18th at 00:38:50
Bit of a swiz really but not going to loose any sleep over it. But worth knowing that Plusnet charge for unanswered calls to Mobiles
dick:green Quote tags fixed.

Re: Why do we have to pay for unanswered phone calls?

ScottStorey — Sat, 07 Sep 2013 15:32:24 GMT

That sounds like a text message sent from the landline to be honest pennbank, rather than a call. They show as 0 minutes and as 10p on the itemised bill.
One of the guys will be able to double check that during the week for you though

Re: Why do we have to pay for unanswered phone calls?

MrT — Sat, 07 Sep 2013 16:23:37 GMT

It would appear likely that call charging is triggered at the point where the call is forwarded by PN/BT to the Mobile network. Some clarity on this would be welcome.
It probably explains why my unanswered call lasting 1.63 seconds cost me 22p even though the relevant mobile phone did not answer or register a missed call.
Just a thought!

Re: Why do we have to pay for unanswered phone calls?

picbits — Sat, 07 Sep 2013 16:37:27 GMT

I've just called my own mobile and left it to ring for a few rings to see if it registers on my bill.
Will update after a day or so to give it some time to filter through .....