topic Re: Bill in Billing

Bill

MateuszSawicki — Sun, 24 Sep 2023 12:56:25 GMT

Hi,

Just received talktalk bill and there are some charges of £19.92 for phone usage while I don't have phone, just Fibre65. Can someone take a look into it please?

Re: Bill

Gliwmaeden2 — Sun, 24 Sep 2023 13:54:44 GMT

Do you have Full Fibre 65 (to the premises), @MateuszSawicki or ordinary FTTC?

If the latter, there's still a landline to the house and it would be worth borrowing a handset to plug in and check what is read back to you when you dial 17070.

If it's not your familiar number, there's a cross wire somewhere and someone else is clocking up phone calls on your number.

Re: Bill

MateuszSawicki — Sun, 24 Sep 2023 14:05:49 GMT

How I can check if it's fibre 65 to the premisses or fttc?

I use to pay just fibre, I don't have handset and never had. Recently I had very bad connection and technician fixed it, do you think this might be related? Probably I have landline but never use it as I don't have handset for that. How to fix it please?

Re: Bill

Gliwmaeden2 — Sun, 24 Sep 2023 15:15:59 GMT

Looking at a post from June, you have a landline, @MateuszSawicki.

https://community.talktalk.co.uk/t5/Billing/Unlimited-UK-Calls-Boost/td-p/2977531

If you have not knowingly upgraded to Full Fibre and there were no new installations that I am sure that you'd have noticed, you're still on Fibre to the cabinet and your router plugs into a traditional BT /Openreach master socket:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

If you can borrow a handset, that is the quickest way to check what is going on. Staff will be back after the weekend to follow up.

Re: Bill

MateuszSawicki — Sun, 24 Sep 2023 15:31:55 GMT

I cannot barrow a handset. What is the other way to fix it? My previous contract was till June and I received an offer of new contract for £26 per month, after I signed it there was additional cost for unlimited UK boost which I didn't know about it and now it is again something wrong with my bill.

This is my socket:

Re: Bill

Gliwmaeden2 — Sun, 24 Sep 2023 16:54:28 GMT

That is the ordinary master socket so you have Fibre to the cabinet and a landline number.

Staff will follow this up during the day, but it's not just a billing fault.

There is a technical fault here which probably involves another customer's phone line being crossed with yours and you are picking up the tab for their calls - that's my best guess anyway.

You must wait for staff to reach your thread during the day.

Each post delays the progress of the thread in the queue for attention, so look out for their reply and follow up with them. They will need to work to resolve the technical fault, which will keep generating phone call charges until it is sorted.

Re: Bill

Arne-TalkTalk — Mon, 25 Sep 2023 12:00:28 GMT

Hi MateuszSawicki

It does appear your have a crossed line, I can start to help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

Re: Bill

MateuszSawicki — Mon, 25 Sep 2023 16:10:08 GMT

Hi,

Did what you asked for in PM.

Thanks

Re: Bill

Arne-TalkTalk — Tue, 26 Sep 2023 09:41:54 GMT

Thank you I will need to log a crossed line fault for you.

Re: Bill

Arne-TalkTalk — Thu, 28 Sep 2023 09:07:20 GMT

Hi @MateuszSawicki

Looks like the crossed line issue is resolved, there have been no further calls on the line and a credit has been raised to clear the calls made.

Regards.

Re: Bill

MateuszSawicki — Fri, 29 Sep 2023 16:11:21 GMT

Thank you for your help.

Appreciate it! 👍

Re: Bill

Gliwmaeden2 — Fri, 29 Sep 2023 17:36:58 GMT

Glad you got it sorted, @MateuszSawicki.

It's astonishing how frequently crossed wires still crop up - not just a thing of the past!

Re: Bill

Arne-TalkTalk — Mon, 02 Oct 2023 08:34:17 GMT

No problem.