Phone cut off again; vulernable (elderly with cancer); £250 demanded to be reconnected?

[#1]

Cannot believe this is happening?  On a UKCallsinclusive package but the **** PN system keeps resetting this to a no-calls package, so I keep getting cut off and held at ransom to get reconnected...

On 15/4  cut off for 4 days; required to pay £100 + £25 topup (for period 17/3-17/4) to be reconnected so I could ring the cancer hospital;

On 23/4 cut off again; charges exceeded £100 (period 17/4-current);

Started on AllUKinclusive calls package 17/2

Open Reach can only start the reconnection process on Monday but advised to sort out with billing first. 

**Question.** When do billing next start work?  What's the best number to ring.

(No) Cheers.

[#2]

something doesn't sound right - how can a old lady run up £100 worth of call charges in 6 days

[#3]

The PN chap ([CSA Removed]) said he could see the charges (she is on the phone all the time) but couldn't understand why they had been billed as the package was definitely "UK calls included" -cannot remember the exact name.  Hence he said "this needs to be sorted out by billing who aren't in today".  End of call.

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

[#4]

is she running over the 60 minutes per call after which she will be charged

[#5]

Good point - I think she's aware of that - but will check now.

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

[#6]

one thing worth considering if the charges are because she always runs over the 60 minute limit - move the phone to Pulse8 https://pulse8broadband.co.uk/line-rental