Just received bill and noticed I've been charged for landline call. We don't use landline. We don't even have a phone.
How can it be sorted and charge removed? I'm more than happy to remove landline for good.
Hi there lacom
Thank you so much for your post and welcome back to the community forums, it's great to have you here.
I am so sorry that you have faced an issue with your service and thank you again for your post. I am so sorry to hear that you have faced this issue with your most recent bill. I will pop you a private message so we can take a quick look into this and see what has happened.
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
Hello again lacom
Thanks so much for your private message and confirming your address, I have now booked you a visit for your landline – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The engineer diagnoses the faults as not being caused by our network/equipment
• The engineer discovers that the fault or problem relates to your equipment
• The engineer discovers that the fault or problem relates to any system that we are not responsible for
The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Nothing is sorted. Engineer come out and informed he don't deal with such an issue. Only thing he checked is that my line is disconnected from outside.
Useless.
Hi lacom 👋 Thank you for returning to this public thread to keep things updated!
So sorry to hear it's not sorted! You are in a PM with one of my colleagues already so hopefully they get this resolved for you ASAP 🤞 - Thanks for your patience in the meantime! 🌞
Did you ask the VM tech to disconnect your line or did the VM tech find the line was already disconnected?
If you have a phantom call charge problem, you should make sure the line is working properly (and be able to test it occasionally yourself).
VM will still charge you in the same way for a disconnected line/line not working and will continue to charge you for any alleged calls on the line (even if the line is disconnected)
If your line is working, and you can test it, you at least have some way to monitor the line yourself and test if it is functioning correctly.
I had this problem a few years back, phantom calls, and also had no phone connected. Despite at least 3 tech visits (from memory) it was never resolved. These calls were all random, short and at all times day and night. In the end, I resolved the issue myself by removing the landline from my contract. Large hammer, small egg .......
VM's Horizon like telephone billing system strikes yet again !
Does your phone line come in on a conventional telephone wall socket or is the line provided from the back of the VM hub?
If the technician found the line was already disconnected then you cannot have generated any call charges yourself.
The purpose of VM sending the tech was to check for a crossed line/fault (which on a conventional landline is a common source of the phantom call charges). VM has, therefore, failed to investigate the issue properly.
I have box outside where cable ends. It's not connected to anything. Not even coming into the house.
Hi lacom, I can see that a colleague has recently been in contact to ensure that this issue is resolved for you.
We're sorry that this has been ongoing for an extended period of time and hope the latest member of staff assigned to this matter is able to ensure this is resolved in full
Thanks,
David_Bn
Well, FWIW, I think you should either get the line repaired, and in a proper working condition, or get the landline totally removed from your package (which will likely involve a new minimum 18 month term for a different package minus the landline).
Repairing the line most likely will involve a connection from the back of the VM hub. Once it is working use a cheapo phone (sub £10 on Argos) and check the line periodically to make sure it is operational. After all you are paying for a broken line at the moment and being incorrectly charged for phone calls you have not made.
While it is in a broken/disconnected condition at the moment, VM will just keep charging you for phantom calls and the phantom call charges will continue until the line is either repaired or the service is terminated.
I don't want to use that line at all, but don't think they had package with TV and broadband only. Don't want any new cables in my house.
Easy to fix in their end - make all premium calls barred. Or just check my line, thing what they needed to do in first place.
You wouldn't need any new cables and you would not have to use the line, just occasionally check it is working. The phone socket would be on the back of the hub. Once the line is working, just plug a phone into it every so often and test it. Or get rid of the line altogether from your package.
VM will happily block premium calls for you and charge you a monthly fee for doing so. But that won't stop phantom call charges from other numbers though.
At the moment you are in a lose-lose situation where you have a broken landline (which you are paying for each month) and VM are charging you for phantom calls (which you haven't made) and VM will continue to charge you and you will have to keep engaging with VM while you try to get the charges removed.
goslow wrote:<snip> At the moment you are in a lose-lose situation where you have a broken landline (which you are paying for each month) and VM are charging you for phantom calls (which you haven't made) and VM will continue to charge you and you will have to keep engaging with VM while you try to get the charges removed.
This is where I ended up and got absolutely no where despite many tech visits. In the end I just dumped the landline and accepted the new contract. I had more things to do with my life than spend hours on the phone and this Forum trying to resolve this issue.
Yes, it's admitting defeat, but sometime you have to know when to stop fighting .......
Will see if I'll be able to get acceptable solution regards this issue.
When renewed contract I was torn between virgin and one of the city fibre providers. Will see if I'll need to change provider.
Hey Iacom, thank you for reaching out and I am so sorry to hear about this,
I can see you are currently in DM with a colleague of mind, they will reach out shortly with a reply.
Now I'm having not only phantom calls but phantom engineer visits as well 😂
Allegedly someone visited me today, but no one knocked on the door and no one is coming up on the door camera... 👻 😂
No phone calls, no voicemail...
But visit somehow happened.
And not to forget phone line is not even going into house. Not even slightest need for anyone to be home. Need to check line outside 🤷🏻♂️
I sent some pictures in DM from my camera regards phantom visit as engineers insist they were there 😠
Can send video as well with a time stamp. Starting to **bleep** me off. Wasted time and blatant lies.
Even if I was promised not to be charged for calls, was charged and paid
