999 false calls

[Callipop]

I'm posting this on behalf of my parents. 

In the last week they've had police visit their home twice as they've advised they've had 999 calls from my parents address. 

They have a virgin phone line however no phone is plugged in and they haven't used the line in a few years although it is active. 

Obviously they are very distressed by this and get quite stressed trying to get through to customer support on the phone. 

I'm hoping someone could contact me to advise what they can do about this matter or if there's a number my parents can call to avoid going through customer services as they find they're on hold for a long time. 

[goslow · Accepted solution]

Phantom 999 calls have had regular mentions on here in the past, with customers having no knowledge of the calls.

VM normally send out a tech to investigate. Hopefully the VM forum team will respond here quickly to avoid any further wasting of 999 time/resources.

[Kain_W]

Hi there Callipop,

Thanks for your post and welcome to the community.

Many apologies for any issues faced with this, to further investigate it I've dropped you a PM.

You'll find the message within the purple envelope icon.

Regards,

[st190]

I have reported that I have had the police at my house because an emergency call was made from my number. This happened when no one was even I. The property. The agent advised that a block would be put on the number & I could no longer use my landline. 
However after reviewing my recent bill and current charges I am being charged for call usage when I don’t even have a landline plugged in at home. Looking on this forum this appears to be a problem experienced by other VM customers. I need this resolving but am struggling to get anyone at VM to sort this out for me. I expect a full refund for all of these erroneous charges and do not want this number associated with my property if bogus calls are being made from it. 

[goslow]

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@st190 wrote:

I have reported that I have had the police at my house because an emergency call was made from my number. This happened when no one was even I. The property. The agent advised that a block would be put on the number & I could no longer use my landline. 
However after reviewing my recent bill and current charges I am being charged for call usage when I don’t even have a landline plugged in at home. Looking on this forum this appears to be a problem experienced by other VM customers. I need this resolving but am struggling to get anyone at VM to sort this out for me. I expect a full refund for all of these erroneous charges and do not want this number associated with my property if bogus calls are being made from it. 

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Sadly phantom charges get regular mentions on here (including the 999 calls which waste the time of emergency services)

Does your phone connect via the VM hub or via a conventional wall socket?

Are you able to identify any of the features of the phantom calls you are being billed for (specific times of day/night, very long or very short calls, calls of a very specific duration of exact minutes each time, calls to specific dialling codes of prefixes 08#, 09 numbers and a 0123 number are often mentioned).

Here is a topic from early in the week by way of an example

https://community.virginmedia.com/t5/Home-Phone/landline-charges-for-calls-i-didn-t-make/td-p/522997...

[Matthew_ML]

Hey st190, thank you for reaching out and I am sorry to hear your phone is doing this.

I would like to look into this for you to get to the bottom of it.

I am going to send you a PM, please look out for the purple envelope. Thanks