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Additional call charges when I don't have a phone

jeldan
Grafter
Posts: 29
Thanks: 4
Registered: ‎22-07-2018

Additional call charges when I don't have a phone

Hi,
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
13 REPLIES 13
Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: Additional call charges when I don't have a phone

Have you tried ringing 17070 and checking that it reports the correct phone number?

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jeldan
Grafter
Posts: 29
Thanks: 4
Registered: ‎22-07-2018

Re: Additional call charges when I don't have a phone

Hi,

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
Baldrick1
Moderator
Moderator
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Re: Additional call charges when I don't have a phone

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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MisterW
Superuser
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Registered: ‎30-07-2007

Re: Additional call charges when I don't have a phone

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.

jeldan
Grafter
Posts: 29
Thanks: 4
Registered: ‎22-07-2018

Re: Additional call charges when I don't have a phone

Hi,
Yes I can understand that but I don't want or need 1 tbh.
jeldan
Grafter
Posts: 29
Thanks: 4
Registered: ‎22-07-2018

Re: Additional call charges when I don't have a phone

Hi,
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
smiffy1
Pro
Posts: 245
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Registered: ‎23-09-2018

Re: Additional call charges when I don't have a phone

WOW 16 hours and no plusnet reply ?

jeldan
Grafter
Posts: 29
Thanks: 4
Registered: ‎22-07-2018

Re: Additional call charges when I don't have a phone

Hi,
Totally agree. Must be a serious cockup somewhere. But I would if expected a reply to say they're looking into it
Jubby
All Star
Posts: 626
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Fixes: 31
Registered: ‎06-08-2018

Re: Additional call charges when I don't have a phone

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Lewis G
 Infrastructure Operations Professional
jeldan
Grafter
Posts: 29
Thanks: 4
Registered: ‎22-07-2018

Re: Additional call charges when I don't have a phone

Hi,

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
Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Additional call charges when I don't have a phone

Once the fault has been cleared and resolved, we can look into the full downtime refund and the erroneous call charges for you @jeldan

jeldan
Grafter
Posts: 29
Thanks: 4
Registered: ‎22-07-2018

Re: Additional call charges when I don't have a phone

Hi,

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
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Additional call charges when I don't have a phone

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

 

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