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Message 1 of 11

Being charged for calls I didn't make.

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Help. For the last two months I am being charged for calls made from my landline that I didn't make. BT call centre said to call the police! The police said BT should be helping me here. They are adamant I made the calls and I've told them it is not me. So I reluctantly take out call barring. Why I should pay a further £4.50 to prevent calls being made when I don't make them is so fustrating. Just a money making scheme from BT. They should be investigating the problem instead of charging their customers more. So I take out call barring I check my phone and funnily enough theRe is no dial tone. So my phone is not even working! What can I do? Surely I shouldn't have to keep paying for someone else to make calls? Also I shouldn't have to take out call barring to avoid it from happening. I'd be happy for BT to put call barring on my phone at their cost as i know I don't use my landline for calls. After close inspection of the numbers dialled I'm sure it's someone close by to me as one of the numbers is our flat repairs line. I'm so over BT it's been nothing but problems since I moved to them back in October.
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Distinguished Sage
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Message 2 of 11

Re: Being charged for calls I didn't make.

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dial 17070 it will read back your phone number if it is not your number then you have a crossed line you then need to report it to faults on 151 if you have no dial tone the that could also be the cause of the calls being made as your line is connecting with another line
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Beginner
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Message 3 of 11

Re: Being charged for calls I didn't make.

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Thanks John. BT are looking into the fault but said I may have to pay the £129.99 engineer charge which is so frustrating since I don't even use the phone.
When I call my landline it rings but my phone is not ringing. My broadband still works though.
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Distinguished Sage
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Message 4 of 11

Re: Being charged for calls I didn't make.

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the 129.99 is an advisory and only charged if the fault is inside your property as you have no dial tone then that sounds like an external fault broadband can still work when there is a phone fault although usually slower
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Message 5 of 11

Re: Being charged for calls I didn't make.

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So the engineer fixed my phone line and confirmed crosswire situation so I was being charged for someone else's call however BT still dismissive and when I asked them to put a block on my outgoing calls so this does not happen again they said I would have to pay. Considering the two BT people point blank accused me of making the calls and now been confirmed it wasn't me I don't trust that this won't happen again. Can't wait to leave BT when my contract is over.
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Distinguished Sage
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Message 6 of 11

Re: Being charged for calls I didn't make.

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Distinguished Guru
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Message 7 of 11

Re: Being charged for calls I didn't make.

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Hi @Belinda1,

 

I'm sorry to hear that you had a crossed line but glad it has been fixed. We'll take over this for you and help you. To reach us, click on my user name and then on contact the mods. Please make sure you have Full view on instead of Mobile view. That'll then let you raise a trouble ticket into my team. We'll do our best to get this resolved today so please complete that as soon as you can.

 

Thanks

 

DanielS

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Beginner
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Message 8 of 11

Re: Being charged for calls I didn't make.

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thanks I have emailed the moderator via the link.  I am not holding my breath and am preparing for this to be dragged out and get a deadlock letter so it can be escalated. 

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Moderator-Retired
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Message 9 of 11

Re: Being charged for calls I didn't make.

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Hi @Belinda1

 

Thanks for speaking with me. I am glad we got everything sorted for you and if you ever need help again you know where to come Smiley Happy

 

OlgaC

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Beginner
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Message 10 of 11

Re: Being charged for calls I didn't make.

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Thanks Olga, you have definately restored my faith in BT by your prompt action. 

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