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Outgoing calls not showing up in my account

FIXED
iannewson
Dabbler
Posts: 22
Thanks: 3
Fixes: 1
Registered: ‎15-01-2016

Outgoing calls not showing up in my account

It would seem that the outgoing calls we are making are not showing up in the Billed/Unbilled list in my account. Is there something I need to turn on/activate.

 

Ian

6 REPLIES 6
jab1
Seasoned Hero
Posts: 8,251
Thanks: 1,818
Fixes: 91
Registered: ‎24-02-2012

Re: Outgoing calls not showing up in my account

Are these calls to 0800 numbers? - if so, they do not show.

John
iannewson
Dabbler
Posts: 22
Thanks: 3
Fixes: 1
Registered: ‎15-01-2016

Re: Outgoing calls not showing up in my account

No @jab1 not 0800 they are local/national calls.  Im not having any numbers show up at all 😕

jab1
Seasoned Hero
Posts: 8,251
Thanks: 1,818
Fixes: 91
Registered: ‎24-02-2012

Re: Outgoing calls not showing up in my account

OK - one for PN staff, then.

John
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,758
Thanks: 7,044
Fixes: 1,180
Registered: ‎21-04-2017

Re: Outgoing calls not showing up in my account

Fix

Hi Ian, thanks for getting back to us.

This is certainly odd. Could you drop me a PM with an example (Number and date/time) of one of the calls you've made?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,758
Thanks: 7,044
Fixes: 1,180
Registered: ‎21-04-2017

Re: Outgoing calls not showing up in my account

I thought I'd post back here with what fixed this problem as it was really unusual and something I've never ever seen before. I hope this may help anybody else who has a similar issue. 

A colleague from our billing team raised this to our billing application support group (ASG) team and this was passed across to our suppliers billing team. It turned out that due to a technical issue, the supplier systems hadn't been updated to reflect we were providing the service so the call logs weren't coming through to us.

Our suppliers then raised the problem to the relevant team to fix and it was sorted by the following bill. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
198kHz
Seasoned Hero
Posts: 5,274
Thanks: 731
Fixes: 33
Registered: ‎30-07-2008

Re: Outgoing calls not showing up in my account

Thanks for update @Gandalf 

To err is human; to purr, feline
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