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£0.50 charge added to my latest bill for a 123 call that I did not make

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daveplus
Aspiring Pro
Posts: 367
Thanks: 63
Fixes: 3
Registered: ‎25-08-2010

£0.50 charge added to my latest bill for a 123 call that I did not make

6 REPLIES 6
Plusnet Help Team
Plusnet Help Team
Posts: 1,000
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Registered: ‎06-08-2018

Re: £0.50 charge added to my latest bill for a 123 call that I did not make

Fix

Hey @daveplus,

 

Thanks for getting in touch.

You may already know this but the 123 charge is something regularly utilised by Openreach engineers when working at the exchange/circuit. I have provided a further update here for you.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


daveplus
Aspiring Pro
Posts: 367
Thanks: 63
Fixes: 3
Registered: ‎25-08-2010

Re: £0.50 charge added to my latest bill for a 123 call that I did not make

Thanks Maddy

Dave

Owain_2
Dabbler
Posts: 10
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Registered: ‎14-08-2019

Re: £0.50 charge added to my latest bill for a 123 call that I did not make

The "123 charge" should not be being used by Openreach or any other engineers.

 

Described in detail here  and here several years ago.

198kHz
Aspiring Hero
Posts: 3,756
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Registered: ‎30-07-2008

Re: £0.50 charge added to my latest bill for a 123 call that I did not make

@Owain_2 

See Message 7 here (note: Mads didn't reply) and this thread.

This has been a perennial problem for many years. I get the distinct impression that the telecoms industry are never going to take it seriously.

To err is human, but to really foul things up requires a computer.
Superuser
Superuser
Posts: 14,519
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Registered: ‎22-08-2007

Re: £0.50 charge added to my latest bill for a 123 call that I did not make

The big issue here is who owns the problem?

The CP? (PlusNET / BT Retail etc)
BTOR?
The subcontractors they pass maintenance out to? (Some of whom are notorious for this practice.)

What is plain is that the end user / the retail CP is picking up the cost whilst no one is seeking to address the practise.
Plusnet Help Team
Plusnet Help Team
Posts: 5,062
Thanks: 1,250
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Registered: ‎25-03-2015

Re: £0.50 charge added to my latest bill for a 123 call that I did not make

If this happens as part of a fault report we have raised with our suppliers, we can raise this with our suppliers so the appropriate action is taking in regards to feedback and training with the engineer that was assigned the job at the time it happened.

If the call and subsequent charge occurred randomly (i.e. not as part of a fault report we had open with our suppliers for the line) you can report it directly to Openreach.

 

Quote from https://community.plus.net/t5/My-Account-Billing/Billed-for-calls-not-made/m-p/1652514#M42274

I've discussed it with a colleague and have been advised that we unfortunately can't raise it if it didn't happen on a job we raised. However, you can report it directly to Openreach(I've had a look over the form and it sounds like it'd fit in the "I'm not happy with an Openreach employee or someone working on your behalf"issue reason on their complaint form)

I hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional