Paying for someone elses phone calls

[#1]

I changed over to fibre broadband last month.

Without any notice I lost my broadband and phone connection.

This went on for at least four days, after that I was away from home. When I returned home, all was working OK.

Now I have been billed for £29.04 for phone calls made during that period. I live alone, so no-one was in the house certainly during that week. And I just never use the landline to make calls.

At the start of the down time, I rang Customer Services at Plusnet, and went through that process of taking the phone connection apart etc.

After my return, I again phoned Customer Services to ask about the down time etc, and I was given a £10 refund to cover that period of down time. So there was an admission of some sort that there was a fault.

Now, Plusnet insists on send an engineer around to check my connection. If there is no fault it will cost me another £65.

I can't get it through to them that there is not a fault NOW. I won't let it go, but of course there is a barrier to being able to talk to someone higher in the Plusnet ladder of command.

I am an extremely unhappy bunny over this, and as Yorkshire people say "THAT WON'T DO"...................

[#2]

If you’re getting other peoples calls on your bill then your line is very likely to be crossed so you’d need an engineer visit to investigate further 

[#3]

@markjohnson 

Have you dialled 17070 and listened to the service number quoted to check that it is your own? If it is not your number then there is definitely a crossed line.

[#4]

Just to say after a long phone call with [CSA Removed] from the Technical Support Team, I am going to receive a refund for these phone calls which I never made.

So, a successful outcome. Many thanks Plusnet.

That'll do...........:-)

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#5]

Only successful up to the point of the calls which have already been billed.

Have you followed the check you line number advise offered above?  Dial 17070 - check that the number is yours.  Dial your number from a mobile, check the phone line rings out.

If you do not have a handset, borrow one or buy a cheap one - they are an essential diagnostic tool and verifying that your line is not crossed with another could save you far more than the handset will cost you.