phone call to number starting with 073 charged as outside plan
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phone call to number starting with 073 charged as outside plan
29-10-2019 5:17 PM
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I received a strange email today informing me that I started using my smart cap, so I checked and saw that a mobile number I called yesterday, starting with 073, was charged as if it was not included in the minutes allowance.
I called to clarify and was told it was a "business" number, which is chargeable.
How can that be right?
We know that all numbers starting with 071 to 075 and 077 to 079 are standard UK numbers and should be included in the allowance. Why does is matter if the phone is registered to a person or a business? And if that's the case, shouldn't there be a way of knowing this in advance, the same way we know that numbers starting with 09 for example are premium ones.
Re: phone call to number starting with 073 charged as outside plan
30-10-2019 10:14 AM
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Hi @markosp
I share your understanding that 073 is just a standard UK mobile number - could you please PM me your account details and the number in question so that we can investigate this for you?
Best wishes
Dave
Re: phone call to number starting with 073 charged as outside plan
30-10-2019 5:28 PM
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Plug the first 5 digits of the number into the code lookup at https://www.telecom-tariffs.co.uk/codelook.htm
Does it come back as a standard number there?
Re: phone call to number starting with 073 charged as outside plan
30-10-2019 5:33 PM
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Re: phone call to number starting with 073 charged as outside plan
31-10-2019 9:58 AM
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Hi @markosp - I've raised this to our mobile team for further clarity and will come back to you when I learn more.
Best wishes
Dave
Re: phone call to number starting with 073 charged as outside plan
31-10-2019 10:55 AM
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Just out of interest what would have happened if the smart cap was set to zero as mine is set to zero
Because there would have been no credit to pay for the call even though the call should/may have been part of the package
Brian A
Re: phone call to number starting with 073 charged as outside plan
31-10-2019 11:10 AM
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Hi @Anonymous
That's a good question and hopefully one I'll be able to answer once I understand why this call was chargeable - as things stand, everything suggests that the number dialled is a standard residential mobile number.
Thanks
Dave
Re: phone call to number starting with 073 charged as outside plan
04-11-2019 9:12 AM
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Dave,
Has there been an explanation for this yet ?
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.
Re: phone call to number starting with 073 charged as outside plan
04-11-2019 2:22 PM
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Hi @MisterW
We have checked back with our Operations team but we don't have an update as of yet.
We'll get this post updated when we know more.
Kind Regards
Re: phone call to number starting with 073 charged as outside plan
26-11-2019 9:40 AM
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@OllieC no response from Ops yet ?
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.
Re: phone call to number starting with 073 charged as outside plan
26-11-2019 1:25 PM
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Hi @markosp
Thank you for your continued patience.
I have had a discussion with our Operations team who are still waiting on an update regarding this. As such, they have advised we can add a credit to your account to cover the charges while they still investigate.
We do need to pass security in full before we can proceed with adding this for you.
Please PM your:
Full Name:
Address:
Postcode:
Mobile Number:
Confirm you are the account holder:
Kind Regards
Re: phone call to number starting with 073 charged as outside plan
18-01-2020 6:19 PM - edited 18-01-2020 6:22 PM
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I just logged in to see if there's an update and saw the last message. I will respond via PM.
Edit: actually, it seems OllieC is not part of the team any more. Can someone else take over please?
Re: phone call to number starting with 073 charged as outside plan
08-02-2020 9:11 AM
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Re: phone call to number starting with 073 charged as outside plan
10-02-2020 5:49 PM
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hi @markosp
My apologies that no-one came back to you on this one. I've asked our mobile team what the end result of the investigate was and should here something in the next 2/3 days.
I'll keep an eye on this for you to prevent any further delays.
Thanks
Dave
Re: phone call to number starting with 073 charged as outside plan
12-02-2020 1:04 PM
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Hi @marksop
Quick update - this is still being discussed and investigated by our mobile team. As soon as I learn more, I'll be in touch.
Best wishes
Dave
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