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charges for unknown numbers

cdr
Hooked
Posts: 8
Registered: 05-05-2016

charges for unknown numbers

I have been charged £62 in the space of a few hours for premium numbers. I wasn't even home when calls were made.
Contacting Plusnet is a farce. There is no way to contact an adviser directly without waiting for opening times and queuing for ages. Contact page on website is a massive fob off exercise. Please plus et can you take these charges off my billHuh
12 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 533
Thanks: 54
Fixes: 18
Registered: 02-03-2015

Re: charges for unknown numbers

Hi cdr,

Sorry to hear about this and I can understand your frustration regarding these charges. Unfortunately because these calls were made from your line we can not remove these charges. If you check through your itemised call list on your online account you will see what some of the numbers were for. One number is for a company called Rail Easy and another is for Virgin Trains. The other majority of numbers are to a premium rate service which I will not publish here

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
cdr
Hooked
Posts: 8
Registered: 05-05-2016

Re: charges for unknown numbers

Could you bar the 09 numbers please, as they are clearly grossly inflated and it looks like someone used them without my permission?

Plusnet Help Team
Plusnet Help Team
Posts: 533
Thanks: 54
Fixes: 18
Registered: 02-03-2015

Re: charges for unknown numbers

Unfortunately we are unable to bar calls made from your landline. The only way you would be able to do this is to set a pin on your handset if you have one which allows you to do this.

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
cdr
Hooked
Posts: 8
Registered: 05-05-2016

Re: charges for unknown numbers

Are you able to increase my cap for the time being in case we end up going higher than the credit that is left?

Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: charges for unknown numbers

cdr
Hooked
Posts: 8
Registered: 05-05-2016

Re: charges for unknown numbers

I dont want to add credit I want to increase the cap. The last time the adviser did it over the phone and i didn't have to pay up front, I just set a cap for the maximum i could be billed.

Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: charges for unknown numbers

you used to be able to do that but the facility seems to have gone

cdr
Hooked
Posts: 8
Registered: 05-05-2016

Re: charges for unknown numbers

Thank you.  it seems like service with Plusnet gets worse with time. it's bad enough having to share information with the general public in order to get support, which should be confidential and individual.~On top of that they appear to rely on the customers themselves to give support and advice!!! Very unprofessional.  All they seem to want to do is obtain money upfront. that process is always very quick and efficient, no waiting involved

Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: charges for unknown numbers

according to the help file you can do it via chat which will be much quicker

Superuser
Superuser
Posts: 11,060
Thanks: 2,413
Fixes: 21
Registered: 22-08-2007

Re: charges for unknown numbers

@cdr,

If you have a DECT phone, they often have the ability to block calls by pre-fix.  Mine block calls to 09 & 07 numbers - anyone wanting to call a mobile can use their own mobile!! Cool

cdr
Hooked
Posts: 8
Registered: 05-05-2016

Re: charges for unknown numbers

Thank you, what is a DECT phone? I will investigate. I don't have the time and dislike assistance by 'chat' and it's not what I signed up to. I am still looking to switch as I find Plusnet hype about the quality of their service highly misleading...
Superuser
Superuser
Posts: 11,060
Thanks: 2,413
Fixes: 21
Registered: 22-08-2007

Re: charges for unknown numbers

DECT is a generic term for digital cordless phones.  You have a single base station connected to the phone line (ideally at the master socket) and then have as many cordless handsets scattered around the house as you need.  They generally have lots of features - handset to hand set dialling, phone book, call blocking, ring tone selection....

You might already have these, but not know them by the term DECT (handset).  generally these handsets can be used interchangeably with any base stations supporting the DECT standards.  Indeed you can have handsets registered to more than one base station.