Phantom call charge and awful customer service

[snafu2105]

We are a long standing customer of virgin and it’s predecessor Blueyonder. For the first time yesterday I was forced to query my bill.

There was a significant number of phone calls charged to my number. I’ve just check my next bill online and there is a further call charges being made to the account, including one yesterday when I was on my mobile complaining to the so called customer services.

having had a look on this forum it seems to be a common occurrence resolved by a technician visit.

can anyone advise how long it took to resolve this, if it required the ombudsman to become involved and was reporting to the police for fraudulent activity considered.

also can the landline be disconnected by virgin technician permanently 

[Ashleigh_C]

Hi there @snafu2105

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry to hear that you have faced these issues with your billl and phone, I'd be more than happy to look into this with you via a PM.

I will pop you a PM 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. 
 

[goslow · Accepted solution]

---

@snafu2105 wrote:

We are a long standing customer of virgin and it’s predecessor Blueyonder. For the first time yesterday I was forced to query my bill.

<snip>

also can the landline be disconnected by virgin technician permanently 

---

A lot of reports on here about phantom call charges happen exactly because the landline is permanently disconnected (and the customer has no way of monitoring its operation and whether it is working correctly or not). VM will continue to bill you for activity on the landline when disconnected but you will have no means of checking the landline yourself and what is happening on it.

Example from earlier in the week where the landline was disconnected by VM and the charges continued.

https://community.virginmedia.com/t5/Home-Phone/landline-charges-for-calls-i-didn-t-make/m-p/5229976

[snafu2105]

Thanks for the info, @goslow 👍