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Charged for unanswered mobile phone calls

tpwigwam
Newbie
Posts: 2
Registered: 04-12-2015

Charged for unanswered mobile phone calls

I recently moved to PlusNet having been with another service provider for the past 10 years so this may be a topic that has already been discussed.  I have just noticed in my billing that I am being charged for unanswered phone calls.  Is anyone else being charged for unanswered mobile phone calls?  PlusNet have advised me that they will charge a "connection fee" as soon as the call starts ringing.  This is something I was not aware of when I read and  signed my contract agreement.    I can only assume these terms were not clearly outlined.    I have never had a service provider charging for unanswered calls.  PlusNet are billing me 29p each time!  I use my landline to  ring my mobile when I misplace my mobile.  I only every ring the mobile for 2 or 3 rings.  seems a bit stingy to be charging for this.  The PlusNet advisor  has since referred me to a reference that mentions "A call set up fee of 16p is applied to chargeable calls unless stated otherwise on this page".  https://www.plus.net/home-broadband/tariffs/ ; I would have expected a chargeable call to be one that is answered. In addition I was charged 29p for each unanswered call not 16p
5 REPLIES
Community Veteran
Posts: 6,313
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: Charged for unanswered mobile phone calls

Not sure if there are any definitive answers but this has been an issue before:
http://community.plus.net/forum/index.php/topic,122822.0.html
http://community.plus.net/forum/index.php/topic,122822.0.html
http://community.plus.net/forum/index.php/topic,131346.32.html
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Superuser
Superuser
Posts: 6,469
Thanks: 590
Fixes: 49
Registered: 30-07-2007

Re: Charged for unanswered mobile phone calls

Quote
PlusNet have advised me that they will charge a "connection fee" as soon as the call starts ringing
That is not correct!, they can only charge when the call is answered. See the Ofcom guidance http://www.ofcom.org.uk/static/archive/oftel/consumer/advice/faqs/conguide1.htm. They (PN) are also contradicting themselves as you were charged 26p and not the 16p as you say. That is because they obviously ARE treating the call as answered and charging the connection fee plus the minimum call duration charge.

There can be an issue with mobiles and voicemail in that if the call isn't answered ( or the phone is off ) and goes to voicemail, even for a second ) then you will be charged. As w23 says this has come up before and it was confirmed ther that unanswered calls are not charged.
If you sure that the calls did not go to voicemail then raise it again with customer services and if you get nowhere then raise a complaint.
Community Veteran
Posts: 1,894
Thanks: 3
Registered: 20-10-2012

Re: Charged for unanswered mobile phone calls

Surely there cannot be any charge for an incoming call? Shocked
Geoff,
York.
198kHz
All Star
Posts: 3,352
Thanks: 341
Fixes: 9
Registered: 30-07-2008

Re: Charged for unanswered mobile phone calls

No, of course - but here we are discussing outgoing calls from PN landline to mobile.
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Seatonsurfer
Newbie
Posts: 9
Registered: 30-11-2015

Re: Charged for unanswered mobile phone calls

I am having the same problem with charged unanswered calls. I dont have voicemail switched on, but my home alarm system tried to ring my mobile six times and each call lasted one second. No incoming call was registered on my mobile. Perhaps I should take this up with PN but with all the hassle this week with ungrading broadband, I am completely exhausted. Sad