Phantom phone calls

[hudsond]

I keep getting charged for calls i didn't make from my landline. I know its not us making the calls as we don't even have a landline phone to plug in to the socket and havn't for years.

First time was a few months ago and i finally managed to get the charges credited back to my account but not after bascailly being called liar and being told that this is a one time thing they can do me.

It then happened again last month and after raising a complaint was simply sent a link to a page explainging call chargers and the case closed. I finally managed to get through and talk to someone who escalted to their manager and told me i'd be contacted about this but simply got another closure notification email saying the chargers have been removed (don't seem to see this re-credit yet).

I've now just spotted even more calls ready for next months bill! so something is going seriously wrong with my phone line.

Could i get someone to have a look in to this for me as i'm getting no where every time i need to raise this?

[goslow]

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@hudsond wrote:

I keep getting charged for calls i didn't make from my landline. I know its not us making the calls as we don't even have a landline phone to plug in to the socket and havn't for years.

<snip>

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Does your phone connect to a conventional/traditional telephone wall socket or from the telephone socket on the back of the VM hub?

In the case of the former connection type, a 'crossed line' can be the cause of the phantom charges. VM usually send a tech to investigate.

Can you see what numbers are being called and/or times of day or frequency of calls are? Or are they hidden in the sub-50p category and not itemised?

There are usually some common dialling patterns/numbers called which can help identify phantom calling charges.

[hudsond]

Its the traditional wall socket type of landline. 

I do suspect its a crossed line as up until now most of the calls i can see above the 50p theashold all appear to be to local numbers but the call charges that are starting to appear on this months useage summary are new. Four of them so far all to 0123 000 0000

[Lee_R]

Hi @hudsond, thanks for posting and welcome to our community.

Sorry to hear that you're being charged for landline calls not made from your property.  I would like to take a closer look on your behalf.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[goslow]

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@hudsond wrote:

Its the traditional wall socket type of landline. 

I do suspect its a crossed line as up until now most of the calls i can see above the 50p theashold all appear to be to local numbers but the call charges that are starting to appear on this months useage summary are new. Four of them so far all to 0123 000 0000

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Yes, the 0123 000 0000 number has been mentioned regularly in past topics about phantom calls. Other features mentioned often include multiple calls to local numbers at all hours of the day and night and multiple calls of very short duration.

[Lee_R]

Hi @hudsond, thanks for confirming your details privately.

To establish if you have a crossed line, we'd need to send you a technician to attend your property.  Would you be okay with that?

Regards

Lee

[hudsond]

Hi Lee,

Yeah that would be great.

regards,

Damien

[Lee_R]

Thanks for confirming Damien.

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed. 
Do please let us know how the appointment goes. 

Regards

Lee