Charges for call divert to UK mobile

[Brenda113]

I diverted all calls from my landline to a mobile (on the O2 network, although my bill says it’s T Mobile). I pay £3 a month for the service. In addition, I pay for the diverted calls.

The question is, how is the cost of the diverted calls calculated?

For example, if I don’t answer the diverted call I’m charged 52p with the connection lasting approx 4 seconds. I assume the call is charged as a full minute at the standard call charge of 24 ppm. That leaves an additional 28p but I can’t find out what this is for. Any thoughts?

I’ve searched the website but I can’t find an answer.

[Gliwmaeden2]

If your messages are going through to Voicemail, it will be playing its recorded response, @Brenda113.

That will lengthen the total call way beyond 3 seconds. The call won't end till voicemail finishes its spiel.

[Brenda113]

Thanks for the link. I had looked through those call charge tables before but I’ve looked again without success. 

If the call is diverted to my mobile voicemail for 3 seconds (standard call charge 24p per minute?), where does the extra 28p comes from?

Is it a standard set-up charge for diverted calls and, if so, where in the link you sent can I read about it please: what’s it’s code and which table is it on? Or maybe it’s somewhere else in the T&Cs?

[Arne-TalkTalk]

Hi Brenda113

Calls are charged at standard rates,  this includes connecting to voicemail which is a connected call. rates are UK call costs - TalkTalk Help & Support

Regards

[Gliwmaeden2]

It could be that the voicemail message kicks in regardless of whether anyone leaves a message?

If I take a while to reach my landline, it goes pretty quickly into that mode and probably records up to a couple of minutes, before cutting out.

[Brenda113]

Yes I spoke with a customer support manager before I posted here. Apparently the charges looked correct at her end. She also suggested it may be answerphone messages that increase the cost, although I had no messages and, if someone was leaving a message, how would the cost be determined if the duration isn’t recorded.

[Gliwmaeden2]

Yes, I took a quick look around the advice pages and it's not at all clear, @Brenda113. 

I'll move this to the billing section for you, though, as it's not actually a problem with the phone working if you have set this up for your own convenience. 

It is possible to add a boost which would limit the damage every month. Especially if you can get the boost added at a discount. 

https://community.talktalk.co.uk/t5/Articles/About-Call-Divert/ta-p/2205322

Nevertheless, it would still be useful to customers generally to know where this more than double price is coming from!

Have you tried to speak to customer support about this? Phone and Chat open today at 9am:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[Brenda113]

Doesn’t seem to be down to voicemails. I didn’t receive any messages matching the dates and times of the 4 second calls.

But, in any event, calls that I know I answered, lasting up to 1 minute, are also charged at 52p. So I think there there must be an extra charge over and above the standard call rate. 🤷‍♀️

[Gliwmaeden2]

Are the calls going through to Voicemail?

That could account for costs clocking up, @Brenda113, even though you didn't answer.

Staff will respond after the weekend.