Premium Rate Numbers Incorrectly Assigned to Bill
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Re: Premium Rate Numbers Incorrectly Assigned to Bill
03-09-2008 12:01 PM
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Anybody with a handset and a couple of crocodile clips could easily do the deed if they could find a way to escape detection.
There is also the possibility that a dodgy contractor working in the exchange or local loop boxes could have jumpered on their own handset to make the calls. (Or somebody could have compromised such a box, and jumpered their handset onto a series of phones one after the other to make calls.)
Its a lucrative scam if you can evade capture.
Re: Premium Rate Numbers Incorrectly Assigned to Bill
03-09-2008 12:16 PM
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Re: Premium Rate Numbers Incorrectly Assigned to Bill
03-09-2008 12:19 PM
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Re: Premium Rate Numbers Incorrectly Assigned to Bill
03-09-2008 12:39 PM
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http://www.g7uk.com/photo-video-blog/20060920-mystery-calls-on-my-bt-phone-bill.shtml
http://www.theregister.co.uk/2004/07/02/bt_west_wickham/
Re: Premium Rate Numbers Incorrectly Assigned to Bill
03-09-2008 12:47 PM
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Your issue has been escalated to me for investigation and I have examined the history in great detail this morning.
I apologise for the difficulty you have experienced and I will ring you this afternoon to discuss where we now go with this.
I look forward to speaking with you.
Re: Premium Rate Numbers Incorrectly Assigned to Bill
03-09-2008 1:44 PM
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The 2nd article on The Register describes exactly what has happened to us, in my view. This conclusion was also made within 10 minutes of my first call to PlusNet support staff - they said there was evidence of external intervention. My wife reported no dial tone around the time of our phantom calls and the broadband connection data shows consecutive disconnections.
Goodness knows why PlusNet decided to ignore all of that and treat us this way. I got the impression from one of the support supervisors that he had a great deal of sympathy (he said the case was very compelling that the calls didn't originate from our household but his managers required conclusive proof) but could do nothing about it due to pressure from above to stone wall us.
PlusNet need to have a serious look at their process for handling such incidents. When BT are doing a better job, then you know you have customer service problems. If a process is in place to block customer access to relevant management staff and divert official correspondence then PlusNet need to look at why that is going on as a matter of urgency. For me, all trust is lost and we will be better off elsewhere, but I would like to know PlusNet is putting procedures in place to prevent this happening to others. I would not wish this treatment on anyone else.
Re: Premium Rate Numbers Incorrectly Assigned to Bill
04-09-2008 9:35 AM
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Re: Premium Rate Numbers Incorrectly Assigned to Bill
04-09-2008 3:22 PM
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Strange that someone from the management team wasn't aware earlier isn't it. !.
Don't they monitor these Forums ?.
But then I have seen Neil Armstrong respond to some messages
Re: Premium Rate Numbers Incorrectly Assigned to Bill
04-09-2008 4:06 PM
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Re: Premium Rate Numbers Incorrectly Assigned to Bill
04-09-2008 6:34 PM
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I believe Plusnet deserve credit for having this forum as a platform for open and honest discussion of the pros and cons of their service.
Members do get good prompt help from Plusnet staff and other members and issues on the forum seem to be taken on board by Plusnet as you have found yourself.
Unfortunately Plusnet customers who do not use the forum do not get this benefit and have to rely on the online tickets or telephone support both of which I find tedious and inconsistent.
However you did not need the forum to alert senior mangagement of your complaint because you did this
Quote from: brogden1 I wrote a letter to the Customer Services Director on the 11th August. This is in line with the PN complaints procedure and is necessary before I can take the case to independant arbitration, but I have never had a reply. Instead it was simply posted on the support system for the same support staff to deal with. I got a 2 liner from support staff saying there was nothing further to add.
The Customer Services Director should have done three things immediately
1. Asked the CS department why you wrote to
2. Replied to you directly to open a dialogue to resolve the problem.
3. Considered the financial implication of the issue on the business
Most businesses, including this one apparently, don't seem to realise that a customer complaint is actually a good sales opportunity when handled correctly.
Hopefully a good business will learn from service failures and use the experience to improve their product and their service.
I see your outcome as being very positive.
Edit: Gender correction
Re: Premium Rate Numbers Incorrectly Assigned to Bill
04-09-2008 7:00 PM
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I'm really glad that we brought this to a successful conclusion and fully acknowledge that it should never have gotten to this stage. Lessons have been learned and communicated to the relevant parties.
Quote Strange that someone from the management team wasn't aware earlier isn't it. !.
Don't they monitor these Forums ?.
Hi mal.
We do monitor the forums although I tend to spend most of my forum time in the Support and Business forum. This one was flagged to me by the Comms team who do frequent every forum we have.
Santiago.
We certainly should have handled this one a whole lot better and as I said in my reply to the OP, lessons have indeed been learned and processes reinforced.
With a current customer base of circa 300k I am glad that situations like this are rare. I would be happier if they were non existant but we do get some that slip through the net and that is unfortunate and unacceptable.
Quote Hopefully a good business will learn from service failures and use the experience to improve their product and their service.
Absolutely. You hit the nail on the head and we certainly will learn and improve from this.
Quote I see your outcome as being very positive.
I totally agree.
Re: Premium Rate Numbers Incorrectly Assigned to Bill
04-09-2008 9:26 PM
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Quote from: Mark
Hi mal.
We do monitor the forums although I tend to spend most of my forum time in the Support and Business forum. This one was flagged to me by the Comms team who do frequent every forum we have.
Yes I rather thought you did - see below
Quote from: Mark
With a current customer base of circa 300k I am glad that situations like this are rare. I would be happier if they were non existant but we do get some that slip through the net and that is unfortunate and unacceptable.
Indeed - these types of forums are not a real reflection on the total business of course - the vast majority will be perfectly happy I suspect - but that doesn't mean there aren't problems of course - and yes some do slip thorugh the net - it's getting a mechanism in place belieth the net to divert them to management that's key.
Good luck in getting the amended systems working.
Re: Premium Rate Numbers Incorrectly Assigned to Bill
04-09-2008 9:41 PM
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Re: Premium Rate Numbers Incorrectly Assigned to Bill
05-09-2008 2:54 PM
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Re: Premium Rate Numbers Incorrectly Assigned to Bill
05-09-2008 4:27 PM
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But maybe the jumpers from the subscriber side of MDF go straight to the ADSL rack - and not affected by a remote disconnect of the telephobe service in the electronic telephone exchange. ???.
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