Random 123 call on my latest bill

[#1]

Hi

I spoke with customer support yesterday about the .50p increased charge on my bill. She tested my line and found no fault. There is no one in my house who would feel compelled to phone the speaking clock. We do not use the landline for outgoing calls. We exclusively use our mobiles. There was a spate of OR work going on the neighbourhood, digging around poles and such at about the time of the random call.

I'd be grateful for a refund.

Kind regards

JulietHotel

[#2 · Accepted solution]

Thanks for getting in touch @JulietHotel 

I'm sorry to see you've got a call to 123 on your phone bill.

I can't see any recent open faults with our suppliers for your line however based on what you've said as a goodwill gesture I've credited the 50p to your account which will come off your next bill that's generated.

Let us know if there's anything else you'd need help with.

[#3]

Many thanks @Gandalf 

Have a lovely weekend.

JulietHotel

[#4]

Thanks for getting back to me @JulietHotel

No problem, I hope you have a good weekend too.

[#5]

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@Gandalf wrote:

I'm sorry to see you've got a call to 123 on your phone bill.

I can't see any recent open faults with our suppliers for your line...

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It's not very likely that you would, as most rogue calls to 123 will be made by BTOR engineers on other people's lines in order to find a spare pair to repair the line they're working on.

[#6]

Hi @JulietHotel 

While I understand that @Gandalf has sorted out the call charge side of things, if you have a few minutes would you mind reporting this directly to Openreach as this would be the best way to get this engineer behaviour investigated further and hopefully prevent the same thing from happening to other people moving forward.

Thanks.

[#7]

Hi @HarryB 

I've contacted Openreach now and PM'd you about it.

Kind regards

JulietHotel

[#8]

Thanks @JulietHotel.

I'm sorry to see that not much came from contacting OR (Openreach) directly, but I appreciate you sending details of the chat over.

I've sent an email over to a colleague that previously advised me to advise customers to report this behaviour (Test calls to 123) directly to OR if it didn't happen on a job we had raised.

While I can't guarantee I'll get any further information to share here, I've done all I can to ensure this is fed back to OR accordingly.