Are unanswered calls from a VM landline to a VM mobile now charged at minimum £0.38 ?
The call duration was 2 seconds and no voicemail service was in use the call was not answered and mobile rang for 2 seconds before terminating the call at the landline.
VM call centres in Philippines ? and also India stated that the charge is correct even if a call is unanswered. Previously unanswered calls were not chargeable only if a connection was established ? If this is a recent change to charges were customers informed ?
Perhaps chops would also like to pass on the thread to the regulators in view of the evidence it contains. The onus is on organisations to make sure they are aware of regulations plus any updates and comply with them. If this charge should not be imposed it needs stopping immediately and it is not for customers to ring for a refund of money that should not have been taken in the first place. No criticism of your good self Karen - you have done your job.
After the investigation we have run to confirm what has potentially happened here for you we now know that the number dialled did connect for you which I know you are aware of.
With respect to my previous statements about the line charging when ringing, this was based upon other examples of when this has happened to customers in the past in my experience.
Thanks to the investigation that has been run we can now say that at some point on these calls that have cropped up previously when a customer has raised this with me and going forwards, that the line would have had to have connected even if just for part of a second to a messaging system or potential silence if this didn't have a chance to activate fully, just before the customers are hanging up the phone.
This gives the indication that the line has rung only and not gone to a messaging service but has still been charged.
I will amend my previous post to include this update so as not to confuse things.
If as you have mentioned the line rings only and no connection is made to any answer service there is no charge.
My apologies for the confusion. I appreciate the investigation we have done that has allowed me to find out the specifics in regards to when this would apply and the reasons why this has appeared in the past just to ring only and not connect but still charge for some customers.
Thanks again chops for your posts. It's been a great help
It's exactly as I stated in my posting above :The call duration was 2 seconds and no voicemail service was in use the call was not answered and mobile rang for 2 seconds before terminating the call at the landline.
So just to clarify answers again to your questions :
1. The call was form a VM landline to a VM mobile
2. The mobile was not answered and as soon as it started ringing the landline hung up to end the call. No voicemail is activated on the mobile due to the very short call duration and voicemail was in any case turned off permanently.
3. The call was not rejected at the mobile. It was terminated at the landline. The call was made very briefly just to check if the mobile phone ringer was working correctly.
Your call centre stated that all calls dialled are now being charged irrespective of the outcome. Is this correct ? if so why were customers not told of the change in charging policies as before these calls were not chargeable.
On my latest bill I've got 4 calls from my landline to my Virgin mobile, all timed at 1 minute. 3 are charged at 0.28 & the 4th at 0.32p. When queried I was told that the extra 0.04p was because the call must have been answered, and that even unanswered calls are charged. This is clearly unfair! ♦From your answer to "chops" it would appear I too have been mislead.♦
Yes, the reply above from Terri _P of the forum team is incorrect. Unanswered calls are charged a ' connection fee' of around 30 pence even if it only rings once. An additional charge is then added per minute if answered. Previously unanswered calls were not charged. When this new method of billing was introduced I have not been able to determine nor whether customers were notified properly. If you have a call package covering calls at weekends and evenings for example, then the call is not chargeable.