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jvpanicker
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Charged for calls in my phone bill which I have never made

In my second last phone bill, I saw 2 premium number calls which I haven't made. Virgin Media charged me ~£35 for those 2 premium number phone calls. I called VM customer care and they told me that they will send an Engineer over to check cross connection. An engineer came and changed wiring in the junction box and 100% confirmed that there will not be a call out charge for doing the troubleshooting of this issue. The engineer told that this issue has been happening to many other customers as well.

I saw many similar issues reported in this forum as well. Here is one example - https://community.virginmedia.com/t5/Virgin-Phone/Being-charged-for-calls-I-haven-t-made/td-p/385602...

Anyway, I have not been refunded yet even after many calls to Virgin customer care and Virgin has even charged me £99.99 for the engineering visit as well in the last bill.

Now I am thinking of leaving Virgin Media forever.

I have reported a complaint as well with VM. Waiting for another 28 days for the reply from complaint resolution team.

Anybody else have this similar issue ? Any help regarding how to resolve this issue is highly appreciated.

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jvpanicker
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Re: Charged for calls in my phone bill which I have never made

After posting this, I did a quick search on this forum and I can see that this is a common issue for VM Phone and it is mentioned in many posts.

I am really surprised that the Virgin Media customer care is unaware of these issues and I had to explain for hours. Even after 2 Engineer visits, they are not admitting it as Virgin Media issue. Are these customers reporting these similar issues lying ? Virgin Media should be having a better way of identifying the root cause of this issue than sending an Engineer out for checking for cross wiring happened in the past when the calls were made.

Search results : https://community.virginmedia.com/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=...

1. https://community.virginmedia.com/t5/Virgin-Phone/Being-charged-for-calls-I-haven-t-made/m-p/3856028
2. https://community.virginmedia.com/t5/Virgin-Phone/Charged-for-landline-calls-I-never-made/m-p/387581...
3. https://community.virginmedia.com/t5/Virgin-Phone/false-calls-on-my-account/m-p/3759495
4. https://community.virginmedia.com/t5/Virgin-Phone/Charged-for-Landline-calls-I-never-made/m-p/373743...
5. https://community.virginmedia.com/t5/Virgin-Phone/Phantom-Phone-Calls-Virgin-Charging-for-calls-i-ne...

etc.

 

 

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Re: Charged for calls in my phone bill which I have never made

Hi jvpanicker, 

 

Thanks for your post and welcome to our community 🙂

 

Not great to hear you've had some issues with the line, usually if a call out fee is chargeable it would mean we found  no fault, so sorry for the conflicting information. 

 

I'm going to pop you over a PM (little purple envelope in the top right hand corner) so I can take a closer look at this for you.

 

Kind regards, 

 

ALEX_RM

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jvpanicker
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Re: Charged for calls in my phone bill which I have never made

As you can look through my last one year phone calls history, I have rarely used this landline phone to make calls and most of the time, this landline was out of service with no ring tone. The service engineer who came to fix that issue told that there was a wiring issue in the green junction box and he had to rewire that to get that fixed which you may be able to get from the historical notes.

The first technician who came to look into this specific issue, already did many corrective actions including rewiring of the junction box outside my house and in the green junction box away from my house in the street. He clearly told me that there will not be any call out charge for his visit and it will be noted down in the notes. You can refer his notes on this.

Can you check between 3rd Feb (issue date) and 8th March(first engineer visit) - any other calls made in my phone ?

I have not asked VM to send technicians to look into this issue but VM customer care insisted that they don't have any other option to troubleshoot this issue apart from sending the technicians out to me to troubleshoot this issue. The second time I called customer care to check about this call out visit charge and not for any new spurious calls that time.

The second technician told that this is a known issue and he himself attended these types of issues in nearby areas - like Bushey, Abbots Langley etc. and it is already aware to Virgin Media customer care. He was surprised why the VM customer care team is constantly sending engineers to look into this issue and charging the customers for the visits to troubleshoot the issue.

I am not happy with your resolution of this issue and I am 100% confident that no one in my house made those calls and I am not happy that you are charging me for the calls that I don't make and I am also not happy that you are charging me £99 for every troubleshooting visits you make. I like to get those money refunded because I believe that I am not at fault here.
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Re: Charged for calls in my phone bill which I have never made

Hi jvpanicker,

 

I've popped you over a PM, if you're able to check when you can.

 

Kind regards, 

 

ALEX_RM

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Charlie7183
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Re: Charged for calls in my phone bill which I have never made

Hi, just wondering if this issue was resolved and if the call out fee was refunded? I am having the same issues except i dont even have a phone plugged in and these calls were made when i was on holiday so absolutely no way its came from my home, i want an engineer to fix the fault but im worried ill have a call out fee to pay? Thanks in advance 

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