Additional call charges when I don't have a phone
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Additional call charges when I don't have a phone
01-11-2018 12:29 AM
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I've just been charged £22.77 for additional call charges when I don't even have a home phone. I only use my phone line for the internet. Can someone please look into this as apparently I made 24 phone calls between the 11th of October to the 19th of October (list attached).
It would appear that wires have been crossed somewhere? Or I've been charged for someone else's calls?
Please let me know asap, cheers
Re: Additional call charges when I don't have a phone
01-11-2018 9:08 AM
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Have you tried ringing 17070 and checking that it reports the correct phone number?
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Re: Additional call charges when I don't have a phone
01-11-2018 9:11 AM
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I would do (or call my mobile) but as I've said I don't even own a home phone. If Plusnet fob me off, I'll just start calling the numbers and try to identify who's been calling them
Re: Additional call charges when I don't have a phone
01-11-2018 9:26 AM
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You can buy a wired phone from Argos for £6.99. It's always useful to have one in the cupboard for fault finding should you have an internet fault.
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Re: Additional call charges when I don't have a phone
01-11-2018 9:32 AM
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Interesting that there are a couple of 123 calls in there, a few minutes apart. Typical of some of the less good BT Openreach contractors when testing lines...
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.
Re: Additional call charges when I don't have a phone
01-11-2018 2:29 PM
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Yes I can understand that but I don't want or need 1 tbh.
Re: Additional call charges when I don't have a phone
01-11-2018 2:31 PM
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I agree with the 123 numbers. A bit engineer might of mixed the lines up? Only happened for 8 days so someone's probably fixed their mistake but I'm still out of pocket. Hopefully Plusnet will reply soon with what's happened
Re: Additional call charges when I don't have a phone
01-11-2018 4:01 PM
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WOW 16 hours and no plusnet reply ?
Re: Additional call charges when I don't have a phone
01-11-2018 4:08 PM
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Totally agree. Must be a serious cockup somewhere. But I would if expected a reply to say they're looking into it
Re: Additional call charges when I don't have a phone
02-11-2018 10:48 AM
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Hi @jeldan,
Please accept my apologies for the issue with your service.
Having tested the line, I have detected a fault at the exchange and this has now been raised to our suppliers. They have advised an estimated response time of 06/11/18 anytime up to midnight. Once the fault is resolved we can then refund you for any call charges generated as a result of the fault.
You can monitor the progress of the fault on this ticket and our faults team will retest the line and get back in touch shortly after the estimated response time.
Thank you.
Re: Additional call charges when I don't have a phone
07-11-2018 9:46 AM
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Thankyou for contacting me regarding my faulty line being fixed. Can you tell me when the additional call charges that I didn't make will be refunded?
Thanx
Re: Additional call charges when I don't have a phone
07-11-2018 4:57 PM
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Once the fault has been cleared and resolved, we can look into the full downtime refund and the erroneous call charges for you @jeldan
Re: Additional call charges when I don't have a phone
07-11-2018 4:59 PM
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You've already contacted me to say the fault has been rectified. So please look into it and refund me for the calls I didn't make.
Thankyou
Re: Additional call charges when I don't have a phone
08-11-2018 12:58 PM
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Apologies for any inconvenience caused.
I've updated the open ticket on your account regarding this which you can view by going here
Let us know if there's anything else we can help with
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