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PlusNet £1800 an hour phone bill!

Leapy
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Re: PlusNet £1800 an hour phone bill!

@Mav  I follow your logicSmiley... those pesky Engineers Angry

 

@Gel  Clearly Chile have the right idea to avoid mis-billing and trouble making Engineers Ticked off

198kHz
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Re: PlusNet £1800 an hour phone bill!


@Gel wrote:
https://conversation.which.co.uk/technology/123-phone-call-charges-bill-speaking-clock-bt-openreach/

Interesting to note that the article is from Aug 2015, and there appears to have been no progress.

It was a long-established problem when I left BT employment in 1999!

As I wrote in another thread recently, I have doubts that the telecoms industry will ever take it seriously.

To err is human, but to really foul things up requires a computer.
Superuser
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Re: PlusNet £1800 an hour phone bill!

I( guess that it is not in the interest of the industry to take it seriously when it generates revenue.

Ofcom have rules on correct billing - if BTOR cannot control the behaviour of their engineers and sub contractors, then either 123 needs to be make FOC or the TIM service needs to be given a new number and 123 made to report "number not in service" … which really will confuse silly engineers using 123 to find a serviceable line!

Jonpe
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Re: PlusNet £1800 an hour phone bill!

Surely it would make more sense for engineers to call the BT customer helpline (an 0800 number); they wouldn't 'disturb' any 'advisers' if they hung up as soon as they heard the recorded message.

Superuser
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Re: PlusNet £1800 an hour phone bill!

There is a lot which would make more sense, but getting staff who "don't see what it matters" to change bad habits is far from easy!  From experience of trying to get staff to change bad practices, the following are typical excuses for not changing...

  1. I forgot
  2. I did not think
  3. I've always done it that way
  4. What difference does it make
  5. Who do you think you are to tell me how to do my job
  6. Does it really matter …its only ...
  7. It does not matter if I do not change, cos you cannot prove I did it wrong

Establishing a different test number is not going to help - 17070 is already there … but that is 2 digits more than 123 and is harder to dial.

Leapy
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Posts: 418
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Re: PlusNet £1800 an hour phone bill!

@Townman  @Jonpe  To have 123 free or get the Engineers to use an 0800 is  good idea and very sensible Wink

 

In my case, with a one-second call, there is no benefit, so maybe calls to 123 under say seven seconds should be uncharged?Roll eyes

 

I think, seven seconds,  is how long it takes to connect and hear "at the third stroke it will be" before the time is spoken and the pips start.

 

So I guess I now have to raise a  social  multi-media campaign and a formal complaint with PlusNet to get 10/- refunded, some time in the future?Cry

198kHz
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Re: PlusNet £1800 an hour phone bill!


@Townman wrote:

...but getting staff who "don't see what it matters" to change bad habits is far from easy!

Indeed! As I say, this has been known about in the trade for decades, but it's only been in the public domain since itemised billing started to be rolled out in the late 80s.

In the days of mechanical meters, neither the company nor the customers had any record of what had been dialled!

To err is human, but to really foul things up requires a computer.
198kHz
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Registered: ‎30-07-2008

Re: PlusNet £1800 an hour phone bill!

ps  I believe making 123 FOC is the best option - easy to implement, eliminates the problem at a stroke, and is hardly going to make a dent in BTOR's profits.

To err is human, but to really foul things up requires a computer.