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Un-answered calls to mobiles being charged

manofkent1
Newbie
Posts: 3
Registered: ‎28-11-2022

Un-answered calls to mobiles being charged

I am on Unlimited UK & Mobile  tariff for home phone.  When I called my mobile (not Plusnet) to locate it I was charged 12p because I did not answer, just hung up.  If I had answered it would have been free.

WHY?

6 REPLIES 6
Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: Un-answered calls to mobiles being charged

@manofkent1 

How long was it ringing? Could it have been in the process of switching to answerphone just as you rang off?

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manofkent1
Newbie
Posts: 3
Registered: ‎28-11-2022

Re: Un-answered calls to mobiles being charged

Unlikely.  It has happened 3 times,  and it probably should not have been charged if it did go to answer phone.  Calls to mobiles are free.

Townman
Superuser
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Posts: 22,780
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Registered: ‎22-08-2007

Re: Un-answered calls to mobiles being charged

I started to do some research on this subject earlier today and reached the conclusion that it's all very unclear.  Ofcom has a number of papers on Wholesale Call Termination Charges, specifically fixed line to mobile.

Back in 2004 this was covered by condition MC3, in 2011 this was referred to as condition M3 and were substantially the same, no charge where ...

  1. Terminating network cannot connect the call (network fault)
  2. Terminating network cannot route the call (phone off no answering service)
  3. Routed call is not answered (no answering service active)

I found reference to a change in Ofcom rules which permit charges to be raised at the point that a call is accepted into the terminating network in recognition that there are costs incurred in the facilitation of call routing, however I could not find an authoritative source.  Searching Ofcom papers is a nightmare!!

This has been raised before and IIRC there was some insurance that if calls are part routed by voip they are deemed "answered" at The point of touching the VoIP network.  That said, if one's service has included mobile calls and the FUP allowance has not been exceeded then there should be no charge!!!

I have added this consideration to another discussion on information covering call charging practices.

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manofkent1
Newbie
Posts: 3
Registered: ‎28-11-2022

Re: Un-answered calls to mobiles being charged

Thanks for the research.

I think I will raise it direct with Billing.

In future I will make sure I Answer the call (no charge).

Aren't things complicated, and its only 12p.

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,463
Thanks: 549
Fixes: 95
Registered: ‎27-11-2020

Re: Un-answered calls to mobiles being charged

Hey @manofkent1 can you pop me over your username via PM and I will sort this out for you Smiley

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 Will Cutforth
 Plusnet Help Team
Townman
Superuser
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Posts: 22,780
Thanks: 9,473
Fixes: 154
Registered: ‎22-08-2007

Re: Un-answered calls to mobiles being charged

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Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.