HELP! charges for phone calls not made by me

[m419]

Originally Posted by Digital Fanatic

you've got proof of a fault there though, so that should have been quickly sorted out for you?

Yeah it was

[1212]

I've just received a bill from Virgin Media. There are seven calls in the space of five minutes on a day in January 2012. The calls were to six different international mobile numbers and I was charged just under £30. I have looked into this in some detail and these numbers are not recognised, nor were they made from my phone. I Googled the numbers and it turns out that they are random Jamaican mobile phone numbers. Interestingly, when I called Virgin one of their reps told me that another customer had made the exact same complaint several days before and he even recognised the Jamaican mobile numbers. So it seems that someone could be tampering with the phone box on our street or something. Then this rep put me through to another call centre (this time it was a foreign call centre) and she basically told me that I must have made the calls and would have to pay. She even told me that if I believed there was a technical problem I would have to pay for an engineer to come and check Virgin's equipment!!! What a joke. Anyway, by this time I'd had enough so put my foot down and eventually I got the price of the calls reversed. As a consequence I've had to put call barring on my package because I'm scared that a huge bill will be run up next month through no fault of my own. Call barring is £2.05 per month. I'm going to kick up a real fuss about having to pay for this too. If these problems continue I'm just going to leave. I'm glad I'm not the only experiencing problems with Virgin's service/equipment.

[Digital Fanatic]

Originally Posted by 1212

I've just received a bill from Virgin Media. There are seven calls in the space of five minutes on a day in January 2012. The calls were to six different international mobile numbers and I was charged just under £30. I have looked into this in some detail and these numbers are not recognised, nor were they made from my phone. I Googled the numbers and it turns out that they are random Jamaican mobile phone numbers. Interestingly, when I called Virgin one of their reps told me that another customer had made the exact same complaint several days before and he even recognised the Jamaican mobile numbers. So it seems that someone could be tampering with the phone box on our street or something. Then this rep put me through to another call centre (this time it was a foreign call centre) and she basically told me that I must have made the calls and would have to pay. She even told me that if I believed there was a technical problem I would have to pay for an engineer to come and check Virgin's equipment!!! What a joke. Anyway, by this time I'd had enough so put my foot down and eventually I got the price of the calls reversed. As a consequence I've had to put call barring on my package because I'm scared that a huge bill will be run up next month through no fault of my own. Call barring is £2.05 per month. I'm going to kick up a real fuss about having to pay for this too. If these problems continue I'm just going to leave. I'm glad I'm not the only experiencing problems with Virgin's service/equipment.

to the forum. Please follow the advice I've given in post #13 of this thread if you get any more of these calls on your bill.

[1212]

Hi Digital fanatic,

I will make those checks if the same thing happens next month, but I will insist that it's at Virgin Media's expense and not mine. I Know for certain that those calls were not made by me from my flat. I do not know or have any connections with anyone in Jamaica. I did not make 7 phonecalls to six different Jamaican mobile phone numbers between 15:29 and 15:34 on a day in January 2012. Phone usage on my account is £1 - £3 per month max. I have never ever made £30 of calls in a given month, let alone in just 5 minutes. The only explanations are:

- There is some kind of crossed line
- There is some kind of problem with Virgin's software
- Virgin's equipment on my road has been tampered with