topic Re: Charged for a call I didn't make in Home Phone

Charged for a call I didn't make

SpicyPineapple — Mon, 25 Sep 2023 12:53:03 GMT

Hi. My bill is charging me 50p for a call to 123. I did not make the call, nor would I ever ring the speaking clock. How can I fix this please and also make sure it doesn't happen again?

Thanks

Re: Charged for a call I didn't make

jab1 — Mon, 25 Sep 2023 13:06:58 GMT

@SpicyPineapple This is a recurring problem. Phone engineers use the 123 number - incorrectly - when looking for spare pairs.

A PN Help team member should pick this up and arrange a refund of the 50p.

Re: Charged for a call I didn't make

ClaudiaG23 — Wed, 27 Sep 2023 07:48:23 GMT

Hi @SpicyPineapple I've popped a ticket onto your account regarding the charges.

You can view this here https://www.plus.net/wizard/?p=view_question&id=237189374

Re: Charged for a call I didn't make

Confuse123 — Sat, 07 Oct 2023 23:19:39 GMT

Hi,
I’ve been searching the forum for the same issue, but mine is far worst. I have over 60 calls to 123 which we did not make that lasted 1-2 seconds and seems to be concentrated across a few days in Oct but the first one appeared 31/8 which I did not notice and have paid by direct debit.
Can someone look into this and remove the charges as it is over £34!
It might still be happening as I’ve received an email from Plusnet that it is blowing my call credit limit….which is crazy when you come to think about it.
Thanks

Re: Charged for a call I didn't make

James30 — Sun, 08 Oct 2023 07:53:29 GMT

@Confuse123 - Thanks for reaching out to me on here, I'm struggling to find your account with the username you have on the forums, I'll send you a PM so you can reply to that with some details. Cheers

Re: Charged for a call I didn't make

RealAleMadrid — Sun, 08 Oct 2023 08:13:00 GMT

@Confuse123 If you are seeing a lot of calls to 123 it is unlikely to be caused by engineers dialling the number. There is another possible cause which is a line fault where repetitive disconnections cause invalid numbers to be dialled. Can you see any other unexpected calls on your bill that look wrong. They will generally all have low digits i.e. 0, 1, 2, 3, and maybe a few higher. If this is the case you will need Plusnet to raise a phone fault.

Re: Charged for a call I didn't make

Dan_the_Van — Sun, 08 Oct 2023 08:47:57 GMT

@RealAleMadrid

" a line fault where repetitive disconnections cause invalid numbers to be dialled. Can you see any other unexpected calls on your bill that look wrong. They will generally all have low digits i.e. 0, 1, 2, 3,"

This is a throw back to pulse dialling, it needs to be noted on a UK rotary dial phone the numbers are (anti clockwise) 1 to 0, 1 has the shortest travel creating one pulse, 0 has the furthest travel creating 10 pulses. This makes a faulty line dialling 123 likely.

Re: Charged for a call I didn't make

RealAleMadrid — Sun, 08 Oct 2023 09:22:09 GMT

@Dan_the_Van My mistake, 0 would not be one of the false digits dialled.🙄

Re: Charged for a call I didn't make

Confuse123 — Sun, 08 Oct 2023 12:20:53 GMT

None, all are to 123 months et the listing of calls also we don’t even have a phone connected to the line as it is purely for broadband.

Wonder whether there is a way to have no phone line or have zero credit given to phone calls so there is no way Plusnet will bill us for calls like this…

Re: Charged for a call I didn't make

Dan_the_Van — Sun, 08 Oct 2023 12:38:29 GMT

@Confuse123

Plusnet offer a "Fibre" product not to be confused with "Full Fibre"

Fibre is broadband over copper with no landline phone service

Re: Charged for a call I didn't make

Confuse123 — Mon, 09 Oct 2023 20:12:08 GMT

Hi James,

Any luck? Did you get my message with my username? Thanks

Re: Charged for a call I didn't make

James30 — Tue, 10 Oct 2023 08:30:27 GMT

@Confuse123 - Sorry for the delay, I've ran a test and found an external fault so have raised it off to Openreach. The faults ticket is here @ https://www.plus.net/wizard/?p=view_question&id=237480886 but the estimated repair date is 12/10/23, once the issue is resolved I'll be able to look at the bill for the calls to "123".

Re: Charged for a call I didn't make

Confuse123 — Wed, 11 Oct 2023 18:19:29 GMT

Thanks James, please keep me posted.

Re: Charged for a call I didn't make

willcutforth — Thu, 12 Oct 2023 13:03:12 GMT

Hey there @Confuse123 it should be resolved now! Is that the case from your end?

Re: Charged for a call I didn't make

James30 — Fri, 13 Oct 2023 13:26:50 GMT

@Confuse123 I'll check back with you on Tuesday to see if there are anymore 123 talking clocks dialed now the fault has been fixed. Just an FYI it's 14:26PM. Jokes aside I'll get the charged sorted on Tuesday if we're in the clear.

Re: Charged for a call I didn't make

Confuse123 — Fri, 13 Oct 2023 16:58:50 GMT

Hi James,

For now I can only see calls to 123 being logged since 10/10/23. Unsure whether there are anymore new ones. I’ve been charged £33.20 in the recent bill just for these calls, is there anyway it can be omitted from my direct debit since the bill has already been issued?

Thanks

Re: Charged for a call I didn't make

Confuse123 — Fri, 13 Oct 2023 17:00:42 GMT

I don’t see anymore calls to 123 since 10/10, however I have been charged £33.20 for all the calls in the latest bill plus another £0.50 in the bill prior to this new bill. Would be good if someone cal look at the last 2 months and work out the total credit due for this issue.

Thanks

Re: Charged for a call I didn't make

SammyM — Sun, 15 Oct 2023 12:34:00 GMT

James is off today, but he is back in on Tuesday and he will look into this for you.

Re: Charged for a call I didn't make

James30 — Tue, 17 Oct 2023 16:00:33 GMT

@Confuse123 - Hi again, that should be you all sorted now, I've updated ticket again https://www.plus.net/wizard/?p=view_question&id=237480886 and is there anything else I can help you with?

Re: Charged for a call I didn't make

Confuse123 — Thu, 16 Nov 2023 22:17:45 GMT

Hi James,

Thanks for fixing the issue and providing the refund. I’ve just checked the bill for Nov and can see the refund coming in.

However, it seems that the 123 issue was not resolved until after 12/10 while my Nov bill started from 9/10. In the course of the 3 days, there were 2 pages worth of 123 calls made which totalled another £30 and I had the nasty surprise when the direct debit happened today. Can you help me take a look and refund me for this charges please?

I don’t see anymore charges in the bill post 11/10 so assume there would not be able more refund required after that.

Thanks,