Incorrect phone charges on landline

[PandoraS15]

I have had issues with my email and was in contact with Talk talk by mobile phone with various departments, then my landline stopped working.  When I reported it they put a call divert on to transfer any landline calls to my mobile, whilst it was being fixed. It was fixed by Open reach. 
On my last bill I had been charged for calls which I didn’t make and corresponded with calls made  by talk talk from the Service Management Team. 0345 1720088 or customer service . I have the calls logged on my iPhone. Eventually they waived those charges on Julys bill. 
I now found my future usage for August has £15.84 for  calls which were made to me from talk talk. 
I have tried phoning  emailing Here To Help but all say there’s no problem and call divert has been removed. I’m not  getting anywhere fast I’ve tried Facebook and messaging on the Talk Talk FB page. 
is there a member of staff in here who can help. I am at my wits end as I can’t afford to pay these charges.

[Mandisa-TT]

Hi @PandoraS15 I have gained access to your account and I do see that there an escalation on your account regarding your ongoing landline issue, the charges you are disputing are unbilled and the case has not been closed. Kindly allow time for the escalation team to be able to resolve your issue. I have updated your complaint and a follow up task is on the 10.07.2025.

[Gliwmaeden2]

While a fault is in place, Talktalk doesn't usually charge for calls using Call Divert, which is probably why the initial calls bill got waived.

However, if Call Divert wasn't removed when the fault was fixed, any calls coming in would be charged at 24p per minute for the landline to send them to your mobile, @PandoraS15.

Full details of Call Divert are here:

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

You must have been receiving calls on your mobile showing as diverted from your landline this past month? These should have been coming into your landline if the fault was fixed.

So you need to think about the issue of who should have removed Call Divert?

The fundamentals of how calls are charged with Call Divert are explained in that article:

If you are now following the Complaints process, it's not possible for forum staff to intervene.

Do let us know how it goes finding a resolution.  

[PandoraS15]

Thanks for your reply,  I don’t pay for calls because I never  use my landline I only use my mobile.
I receive  calls from a very few people and sometime I receive  the odd scam call  I don’t  need to pay for boosts 
The problem seems to be technical  the call divert was put on by talk talk which would pass on any calls from my landline to my mobile while  my landline was being fixed by Openreach. Since then I have been charged for calls that appear to be from my landline to my mobile. I live alone and I wouldn’t phone myself from my landline to my mobile and have a chat with myself!  I’ve asked the cat and she didn’t use the phone!?

Talk talk have called me about my email issues and these calls correlate to my mobile log, there were other calls all incoming from talk talk and suspected scam calls. Friday I was phoned by customer service trying to get to sort out the problem and the call lasted 1 hour 4 mins and I was charged £15.84. I don’t know how this is possible and I have tried text,  FB , WhatsApp email and phone to get to the bottom of it.  Obviously this has something to do with the call divert or an issue on my line. I am asked the same questions over and over again and no one has come to any resolution. 

Ive since sent a formal complaint today to the CEOs email address and had a call from an Executive Complaint Manager the same day. I’m still hoping someone can sort out this conundrum but I shall  be changing my broadband  provider as soon as I can. Talk Talks customer service are completely  useless in dealing with even the smallest issue. 

[siphosethu-TT]

Hi there @PandoraS15, as @Gliwmaeden2 stated this may be caused by the fact that you have no boost in place as they usually help decrease your monthly bill amount. What I can help you with is get you the Unlimited UK Calls boost, buy this Boost for just £16.00 a month and you can call all standard UK landlines and mobiles' all day, every day. You can talk for up to 60 minutes free on each call before being charged at the standard rate. But if you'd like to talk for longer than 60 minutes, just hang up and redial at no extra cost. This should help decrease your monthly bill amount. Thanks 😇

[Gliwmaeden2]

Yes, it's very odd if the calls that came through to your Talktalk landline but were diverted were charged, as, even if they'd been outgoing from your landline, they'd have been free to the customer services number, @PandoraS15.

Check whether any other incoming phone calls show on your iPhone as diverted from the landline, or listed in your Talktalk bill.

You have not got a phone boost on there either, as that would make the use of the landline cheaper if you do need it for outgoing calls?

Staff are not on here at weekends, so I am afraid that you will need to wait a day or so to hear back from them.