Charged for unmade calls

[annw4]

Hi, my recent few bills have charges for phone calls that were not made from anyone in my  household, impossible to contact virgin! The landline phone is never used to be honest and I did not know it was not accepting calls or ringing out until this evening when the police arrived at my door asking did we call emergency services! Also apparently my number is linked to another name too… I do remember years ago getting some phone calls looking for person with same name. Any advice appreciated while I continue trying to contact customer service. 

[goslow · Accepted solution]

See this topic with the same issue from Tuesday this week

https://community.virginmedia.com/t5/Home-Phone/999-false-calls/td-p/5138267

[annw4]

Thanks will have a look now

[goslow]

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@annw4 wrote:

Thanks will have a look now

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Make sure you check your past bills for other phantom call charges.

One of the VM forum team will assist when they pick up tomorrow most likely.

[Molly_T]

Hi Annw4, welcome to the community! Thank you for posting. 

So sorry to hear of your recent experience with your landline service, and the results of this! Sincerest apologies that this happened, and for any inconvenience caused. 

We will need to send you a PM so we can investigate further and get an engineer booked out to you ASAP if needed. 

I will send you a PM now - you can find it in the top right corner of the page in your Inbox. 

We can then return to this thread with an update when possible. 

All the best!

[annw4]

An update… got a quick reply from virgin after posting on the forum, and they are looking into the charges for calls we didn’t make and the 999 call. And hopefully I will get a refund once I update them on the tech visit as someone came out today to check the phone line and we are now changed to a digital phone line, which is so far working and hopefully no more phantom calls from the phone.  

[Natalie_L]

Hi annw4, 

Thank you for taking the time to update the thread. 

I am happy to hear my colleague was able to assist via private message. Please do keep us updated on how the visit goes and if we can assist further. 

Thanks, 

[goslow]

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@annw4 wrote:

An update… got a quick reply from virgin after posting on the forum, and they are looking into the charges for calls we didn’t make and the 999 call. And hopefully I will get a refund once I update them on the tech visit as someone came out today to check the phone line and we are now changed to a digital phone line, which is so far working and hopefully no more phantom calls from the phone.  

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Good to hear that VM have responded in a positive way. Worth noting though that the conversion to 21CV connection from the back of the hub doesn't totally eliminate the possibility of this happening (though should reduce it) as per

https://community.virginmedia.com/t5/Home-Phone/Charged-for-calls-I-didn-t-make/m-p/4917581

Unfortunately other past examples from the forum have now been removed from public view to an archive.

Worth keeping an eye on your billing and pending usage charges via 'My Virgin Media' until you are satisfied the issue has gone away.

You could also ask VM to give you full itemisation on your bill (so you can see all chargeable calls, not just >50p). I believe full itemisation should be available to be activated on your bill free of charge.

[annw4]

Thanks for sharing the links of others, very interesting. I will definitely be keeping check on my bills and good idea to ask for all numbers dialled no matter the cost. I’m still waiting to see if they are going to refund the previous charges for calls but hopefully it doesn’t happen again. 

[Tom_W1]

Hi @annw4 thanks for your reply here.

I'm sure we'll come back to you soon regarding the refund, and please don't hesitate to keep us posted if you need any further help in the future.

Many thanks