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How long before I can see an itemised list of calls made?

Lynnpin
Grafter
Posts: 130
Thanks: 9
Registered: ‎31-07-2012

How long before I can see an itemised list of calls made?

My phone has just been transferred to Plusnet a week ago but there are no entries yet in the itemised call list.  How long does it take for these to show up in my account?
10 REPLIES 10
Anonymous
Not applicable

Re: How long before I can see an itemised list of calls made?

Hi Lynnpin
The account that's linked to your forum login doesn't seem to have a phone service on it. Could you PM me the username of the account in question and I'll get someone to have a look?
Thanks
Rob
Lynnpin
Grafter
Posts: 130
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Registered: ‎31-07-2012

Re: How long before I can see an itemised list of calls made?

Thanks Rob, have sent PM.
w23
Pro
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Registered: ‎08-01-2008

Re: How long before I can see an itemised list of calls made?

Just for info (re the OP), BT (wholesale) advise Plusnet electronically (daily, I believe) of any calls made, sometimes a call takes a little longer to 'show up'.
Generally calls will show up in the member centre withing 24 to 48 hours, occasionally they take a few days - rarely longer than 3 or 4 days.
Call me 'w23'
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Lynnpin
Grafter
Posts: 130
Thanks: 9
Registered: ‎31-07-2012

Re: How long before I can see an itemised list of calls made?

Something must have gone wrong then if that's the case as it's now 8 days.
picbits
Rising Star
Posts: 3,428
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Registered: ‎18-01-2013

Re: How long before I can see an itemised list of calls made?

If it is a new phone line, have you tried calling your mobile to double check you are on the right number ?
Kev
Grafter
Posts: 52
Registered: ‎17-06-2007

Re: How long before I can see an itemised list of calls made?

Hi Lynnpinn,
I have looked into this for you and can't see any calls in the raw logs, this is why there are none in the itemised list.
I am getting this investigated by our phone billing specialists who will see if something is wrong on the account.
I will update this once I have more information.
Lynnpin
Grafter
Posts: 130
Thanks: 9
Registered: ‎31-07-2012

Re: How long before I can see an itemised list of calls made?

Thanks Kev.  Do you think I may still be connected via BT then as I haven't had anything from them to say I owe them for 'x' days/weeks service until Plusnet took over?
Kev
Grafter
Posts: 52
Registered: ‎17-06-2007

Re: How long before I can see an itemised list of calls made?

Hi Lynnpinn,
I tried to call you but had to leave a message.
The only calls that don't show on the itemised list are free calls but they would still show on the raw call data that we are sent.
If you can advise a rough date and time a call was made I can try to investigate further, you can PM me the details.
If you can PM me a different contact number or call out support team and ask for myself I can discuss this with you.
I can cofnirm that the phone transfer definitely completed on the 27th Jan.
Lynnpin
Grafter
Posts: 130
Thanks: 9
Registered: ‎31-07-2012

Re: How long before I can see an itemised list of calls made?

Sorry about that.  We get so many junk calls that now we have caller display we aren't answering any strange or withheld numbers. 
I will PM details for you as you requested.
Kev
Grafter
Posts: 52
Registered: ‎17-06-2007

Re: How long before I can see an itemised list of calls made?

Hi Lynnpinn,
I am glad I was able to speak to you regarding this issue.
I have spoken to our phone specialists and they have advised me that it can take up to 14 days for the call reports to start coming through after we take control of a line, although it is rare for the calls to take that long to start coming through. We would contact our suppliers if the calls were still not being processed after 14 days.
I will be monitoring this for you until the calls are showing on the itemised list.