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Wrong phone credit used

FL
Newbie
Posts: 3
Registered: ‎15-10-2022

Wrong phone credit used

I have received multiple email saying I have used up my home phone credit limit and now its reached limit. I don't even have a phone plugged in to my socket, I only use the wifi. I have checked the calls in my account and I dont know any of them. Then I called the customer service about the situation and they just respond that they have checked and somebody is using the phoneline. But NO ONE in my house is using phone line, and again, I dont even have a phone. But the customer service doest solve the problem at all. Now I am so confused.
Can anyone please help?Huh
8 REPLIES 8
MisterW
Superuser
Superuser
Posts: 13,640
Thanks: 4,881
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Registered: ‎30-07-2007

Re: Wrong phone credit used

Do all the phone numbers consist of low digits I.e 1,2,3 ? 

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

FL
Newbie
Posts: 3
Registered: ‎15-10-2022

Re: Wrong phone credit used

No, there are many numbers called and they consist of digit from 0-9.
RobPN
Seasoned Hero
Posts: 5,032
Thanks: 2,576
Fixes: 13
Registered: ‎17-05-2013

Re: Wrong phone credit used

@FL 

Do have (or can you borrow) a phone to plug in and check that your line has not been inadvertently swapped with another one at the cabinet, such that the other persons calls are being charged to your telephone account.

Plug a phone in, dial 17070, then listen to the number which will be read out and check that it's correct.

MisterW
Superuser
Superuser
Posts: 13,640
Thanks: 4,881
Fixes: 356
Registered: ‎30-07-2007

Re: Wrong phone credit used

Is there anything else connected to the phone line , e.g sky box , alarm system ?

If not then it may be a crossed line , try dialling 17070 and see if it reports your correct  phone number

Other than that , raise a phone fault https://www.plus.net/help/report-a-problem/phone/

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

198kHz
Seasoned Hero
Posts: 5,707
Thanks: 2,738
Fixes: 40
Registered: ‎30-07-2008

Re: Wrong phone credit used


@FL wrote:
No, there are many numbers called and they consist of digit from 0-9.

Are they to various area codes, or all to your local area code?

Murphy was an optimist
Zen FTTC 40/10 + Digital Voice   FRITZ!Box 7530
BT technician (Retired)
FL
Newbie
Posts: 3
Registered: ‎15-10-2022

Re: Wrong phone credit used

They are to various area codes, including my area code

198kHz
Seasoned Hero
Posts: 5,707
Thanks: 2,738
Fixes: 40
Registered: ‎30-07-2008

Re: Wrong phone credit used

OK, then @MisterW 's advice is the way to go.

Murphy was an optimist
Zen FTTC 40/10 + Digital Voice   FRITZ!Box 7530
BT technician (Retired)
TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Wrong phone credit used

Hi @FL,

I'm very sorry to hear about the recent experience. I can see that since this thread was started, an engineer appointment has been booked to investigate the possibility of a crossed line. Should any issues persist after the visit's taken place, please let us know and we will be more than happy to continue the investigation.

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