itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Home Phone
- :
- Re: itemised bill, phone charges £51 and ive never...
itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
on 25-08-2017 3:13 PM - last edited on 25-08-2017 4:23 PM by Strat
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
To who it may concern
As the title implies i have been a customer for over 2 years have the same direct debit taken out every month
today i find a bill for £51 call charges making my bill £76 for this month twice the amount i pay monthly
looking further i realise that this is for last months calls, and if i look at the itemised bill for this month
it looks like im going to be charged agian next month as the bill is showing the same assortment of numbers as
last month.
i spoke to 2 customer service people this morning and was told that to rule out a cross line i needed to plug a handset into my socket and dial 17070 to see what number is returned to me, alas i dont have a handset so im currently in a situation of waiting for a kind soul to help me in my predicament, goodluck on friday with bank holiday weekend here,m anyway..
this is my dilema if the number returned is my number, reading from other peoples situation (e.g. https://community.plus.net/t5/My-Account-Billing/Mystery-calls-to-local-numbers-and-123-numbers-but-... )
then im probably looking forward to sadness and disappointment
anyway heres a list for my itemised bill happy to show it as none of these numbers are in anyway related to me
definetly a cross line or god knows anyway the number that supposed to be mine isnt as ive just rang it and someone else picked it up
Moderator's note by Dick (Strat) Personal information removed from a public forum.
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
25-08-2017 4:46 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Just a thought, do you have a Sky box connected to the phone line? Only asking as there have been issues with these running up bills in the past, particularly calling the speaking clock (123) if my memory serves me right.
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
25-08-2017 5:11 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
thanks for replying mikelahey, no i dont have a sky box, just a computer which is on for an hour at best a day
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
25-08-2017 5:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
i did the 17070 test with a handset and got back the same number, as in the same number i rang today and someone else picked up thats the phone number that supposed to be mine, ive got an engineer who said he would call me back later, so fingers crossed i can get this resolved
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
25-08-2017 5:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Just to clarify - I was a little confused reading the last few lines of your OP.
Are you saying that 17070 does not return your number? And if you dial what you know to be your real number then someone else answers?
Zen FTTC 40/10 + Digital Voice FRITZ!Box 7530
BT technician (Retired)
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
25-08-2017 5:20 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
the number i get back from 17070 is supposed to be my number
when i tried to call that number this afternoon, no one answered but it rang, then i got a phone call back from that number which is supposed to be mine with somebody getting confused and ending the call with i think you got the wrong number
sorry its confusing, its confusing me
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
25-08-2017 10:12 PM - edited 25-08-2017 10:28 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for clarification. It does seem then a clear case of a crossed line.
Very similar to this case - https://community.plus.net/t5/Home-Phone/New-Plusnet-customer-being-charged-for-calls-I-didn-t-make/...
That one was complicated by the fact that the cross had been sorted before, or at least around the time, that the billing problem was reported.
It also highlighted a couple of things to bear in mind if your line is used solely for broadband. If you have a handset plugged in, you'll notice if you start getting calls for a different number, indicating a crossed line. It would also be a good idea to request a lowering of your credit limit from the standard £55 - not sure offhand what the lower limit is.
Zen FTTC 40/10 + Digital Voice FRITZ!Box 7530
BT technician (Retired)
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
28-08-2017 3:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry to hear of the situation you've ended up in @chris300
Let us know how the engineer appointment goes, hopefully they get this resolved and report back to us that the crossed line is resolved and we should be able to sort out the call charges at that point.
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
29-08-2017 7:12 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thankyou for the replies
i had the call limit reduced to zero, if said person uses the phone it should direct them to Plusnet services, as far as i know
the openreach engineer is due on wednesday
Thanks again
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
29-08-2017 7:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for info about zero limit.
Good luck tomorrow.
Zen FTTC 40/10 + Digital Voice FRITZ!Box 7530
BT technician (Retired)
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
30-08-2017 2:48 PM - edited 30-08-2017 2:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thankyou to the kind people who replied
i had the engineer come this morning, never actually visited the premises, it was only after ringing Plusnet to complain that no engineer had arrived at the property, there was a note on the computer to tell me the fault had been found at the exchange so a property visit wasnt necessary, would have liked to know more but Plusnet customer service didnt know.
thankyou all again
Regards
Chris
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
30-08-2017 2:54 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
30-08-2017 7:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I got conformation it was a crossed line
*INTERNAL* Main Fault Location: CE (Fault located between DP and customer apparatus (no appointment required)) Fault Code: XL (Crossed lines) Clear Code: 151.3 Clear Message: Customer Premises
Thanks for replying about the charges, was a relief to get it sorted
Regards Chris
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
30-08-2017 7:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@198kHz Thankyou for the sources of information you gave me, it was much appreciated
Regards Chris
Re: itemised bill, phone charges £51 and ive never had a handset plugged, only use for broadband
30-08-2017 8:42 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@chris300 You're very welcome.
Sometimes this kind of problem can drag on a long time. Glad to hear it was sorted relatively quickly.
Zen FTTC 40/10 + Digital Voice FRITZ!Box 7530
BT technician (Retired)
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Home Phone
- :
- Re: itemised bill, phone charges £51 and ive never...