Charged for phone call when phone isn't connected.

[RickyM302]

Hi, my phone isn't connected to the hub but I've noticed some call charges on my bill for phone usage, each call seems to last exactly 1 minute. Could someone help me sort this out?

Thanks 

RickyM

[Ashleigh_C]

Hi there @RickyM302

Thank you so much for your first post to our community forums and welcome to the team! It's great to have you on board!

I'm so sorry to hear you are facing this issue with your phone bill! 

I'd be happy to take a closer look with you via a PM, I'll pop one across now.

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[goslow]

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@RickyM302 wrote:

Hi, my phone isn't connected to the hub but I've noticed some call charges on my bill for phone usage, each call seems to last exactly 1 minute. Could someone help me sort this out?

Thanks 

RickyM

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Phantom call charges are often mentioned on here. Usual mentions include multiple calls of short duration, calls at all hours of the day and night and often calls to the speaking clock. Often the customer does not use the landline and does not have a phone plugged in.

Occasionally some of the customer's own equipment is found to be involved (in a past topic a call blocker was found to be dialling out and generating call charges).

If your bills show any of the numbers involved, that may help. VM's default explanation is a 'crossed line' and typically they send a tech to investigate.

[Ashleigh_C]

Hello again, 

Thanks so much for your private message, I have now booked you a visit for your phone line – 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 technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician 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.

Thank you