Home phone - careline and charges

[Jacqui8]

Had a new package installed and my careline went off at 4.15 am  i tried to cancel to no avail. When they answered they said they would turn it off 5 mins later it did it again.  Now my virgin media bill has come and i have been charged for the calls. On the old package when we pressed the careline i was never charge  (Careline is a medical emergency unit link to local council which we pay weekly for). Anybody any ideas on charges?

[MOD EDIT: Subject title changed for clarity]

[Zoie_P · Accepted solution]

Hi @Jacqui8 , 

Thank you for your post and I am so sorry to hear this was added to your bill. I will need to take a look into this for you and will pop you over a PM. Please keep an eye out for the little envelope 📩👀
Thanks,
Zoie

[goslow]

Do you know what phone number dialling code is being called for the careline service?

Do you also know the name of the particular VM phone package you are now on?

Call charges for VM are linked to whatever phone package you are on and the time the call is placed.

In addition, some of the previous call plans did include 0845 and 0870 numbers in the plan. This has been removed for the latest 'chatter' packages I think.

[Jacqui8]

I never paid on my last contract. It was my local office but i dont dial a number i press a pendant or the unit.