@brionyh12 wrote:
Morning,
I have been trying to contact virgin over my services being suspended because I haven't paid my bill, I haven't paid my bill as I am still waiting for a manager to call me back in regards to my phone line being hacked. Someone has managed to get onto my phone line and I am now being charged for phone calls I haven't made. I don't even have a home phone plugged in as I have unlimited calls on my mobile. these calls have been racked up to 350 minutes, I wouldn't mind if it was actually me but like I have stated I don't even have a house phone plugged in. I have to pay the bill as my daughter needs it for school but I have to borrow it off a family member so once it has been corrected I will need my money back.
I don't feel safe that someone has been able to manage this.
Good advice from @jpeg1 above.
The issue of 'phantom call' charges crops up on the forums about 3 or 4 times per month. In about half of the topics, the customer does not have phone plugged in to the line.
If your phone service comes via a conventional telephone wall socket, then a 'crossed line' is a common explanation (i.e. someone has been inadvertently connected to your line and is using their phone line against your account billing). If your phone service comes from the back of the hub then a different explanation may apply.
The usual approach is for VM to send a technician to investigate. Where a crossed line is the cause, this is remedied and VM refund the money. Typically all this takes place off the public forum via private messages and only a few outcomes and explanations make their way back to the public forum as to what had gone on.
Hopefully VM will resolve this for you with a technician visit and refund the money.
