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Very rude Customer Services

Problems with phone, some days with no service. Now charging for a call we didn't make, to a premium rate number. The male we spoke to at customer services was so rude, talking over us all the time and refused to transfer us to anyone else. 

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Re: Very rude Customer Services

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

 

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Re: Very rude Customer Services

Thanks for that information Tony, we had dialled 151. But we will try 150 instead.

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Re: Very rude Customer Services

Thank you for your post Colleen15 and sorry to hear you're experiencing some telephone issues.

 

We can see there's currently a known area fault which is in the final stages of being repaired, this should be complete by 1800 today. The reference for this is F007688213.

 

If you believe you've been charged for a premium number that no one in the property has called then we would need to book an engineer to run checks as this may be a crossed line. If you still require this to be investigated please let us know as we're happy to help as much as possible.


Thank you, Emily.

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Re: Very rude Customer Services

Hi Emily, thank you for your reply.  We had an engineer booked for tomorrow.  Then had an e-mail saying it had been cancelled as the equipment was being checked. We then got another e-mail saying that the network problem is now fixed.  This was when we phoned again this morning.  I have never experienced such a rude person on a Customer Service line before.  He also told us that as far as they were concerned it was all sorted.  Also, they could send an engineer out but if they decided there was no fault our end then we would have to pay for the call out. All this for just over £5, it will cost more than that to send an engineer.  We are now at a loss to know what to do next.

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Re: Very rude Customer Services

Thank you for the update Colleen15.

 

If you're confident that this call which included a charge was not made on your connection then this would indicate a crossed line, which an engineer would then need to investigate for you to have repaired. 

 

If you'd like for me to book this appointment for you please do let us know and we'll pop you over a private message to book this in after passing account security.

 

Thank you, Emily.

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Re: Very rude Customer Services

Although I am certain that we did not call this number, I do worry about calling out an engineer if I have to pay for the visit.

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Re: Very rude Customer Services

To ensure that this is the case you can go through some tests which would include calling your landline number from a mobile to see if this goes through correctly and then calling your mobile from your landline to check if this also goes through correctly. As if this was a crossed line it would go through to someone else's landline instead of your own. 

 

Let us know how this goes, if you don't receive the calls then this would be proof of the crossed line being present.

 

Thank you, Emily.

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Message 9 of 16
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Re: Very rude Customer Services

Tried that and both worked ok, so that would indicate no crossed line.  Doesn't explain the phone call though.  Only thing I can think is that it is a scam call and we have accidently called it back, but certainly didn't stay on the line for 1 min 53 secs.  There was a lot of time that our phone was down during Dec so maybe there was a fault back then!

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Re: Very rude Customer Services

If a crossed line was experienced during a fault then our system would put through a refund of any of these and it would be noted on the account in question. 

 

If this wasn't done and the crossed line isn't present then the call charge would stand as there wouldn't be any other way the call would have been incorrectly added to the account.

 

Thank you, Emily.

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