Phone call charges when phone isn't even plugged in

[RPG_ash]

Hi,

We're getting phone call charges on our bill when we don't even have a phone plugged in.

Anybody from Virgin Media that can help please?

Thanks,

Ash

[Zach_R]

Hi @RPG_ash,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm so sorry to hear you're getting some disputed charges on your bill. Is this on your latest produced bill? If so, does it specifically state that the charges are due to landline calls being made?

Thanks,
 

[RPG_ash]

Hi,

They are under the "Call usage charges" section for Oct 2022, Dec 2022 and Jan 2023.

The duration, London phone number and time are listed for the calls.

There has to be a mistake as the phone is not plugged in, we don't even own a house phone and it was at 03:31 in the morning.

It's not a massive amount of money but still charges I should not be expecting. Not sure how I missed them when my email came in every month as it's always a fixed price.

Thanks.

[Zach_R]

Hi @RPG_ash,

Thank you for expanding on this. To clarify, are you saying that there are no landline handsets plugged into any of the wall sockets in the home, and that they also weren't plugged in on the date/time of the call charges?

Thanks,
 

[RPG_ash]

Hey,

Absolutely, we've been with Virgin for over 6 years and the last 5 we've not had a phone plugged in or even in the house. We don't use or need a house phone.

Thanks

[Beth_G]

Hi RPG_ash,

Thanks for letting us know. In that case, it's possible that there's a case of a crossed line. This is where your line has become crossed with another person's at the cabinet.

We can arrange for an engineer to come out to investigate this for you. I've sent you over a private message so I can take your details and help further.

Please look out for my message over at the purple envelope.😊

[MailUser]

Hi @RPG_ash Out of interest and my exasperation with VM you dont happen to live in GU24 post code do you?

[RPG_ash]

Hi @MailUser,

I do not, sorry.

Ash

[RPG_ash]

Engineer visit proved there was no dial tone on the line.

He also made a change to switch the phone to digital to rule out any "cross talk" issues in the future.

[Ilyas_Y]

Thanks for the update @RPG_ash on the forums. 😇

May I ask if the engineer was able to resolve the entire issue and whether or not the service if fully restored now?

Kind regards,
Ilyas.