Best Minutes's rates using 0911 code - HELP!!

MaggieMoon_3

Hi there - please please let there be someone out there who can answer this! I have just had a bill from BT for £700 because I have been using BestMinutes.co.uk's access code to Qatar where my husband is working. The code that they advertise is 0911 922 8585 and when this is dialled the message comes through as '13p' per minute. I have just had my bill from BT and the calls are all listed pricewise as a 0911 number by BT - which attracts their rate of £1 plus per minute - 1.60 I think. This is vastly different to the 13p promised by Best Minutes. I have rung BY who say it is not their fault - contact Best Minutes - I have rung Best Minutes - which is owned by Connect .... and they cannot help me - they are too busy, or the girl dealing with this is away from desk - I have rung OFCOM and they say that it is not really their prob - that they will deal with a number of same/like complaints .... so who on earth - where on earth - can I go to for help;!! Why has this happened? SO DO NOT EVER RING A 0911 NUMBER CLEARLY!! HELP???

Thank you very much

phoneman44

This appears to be a rating issue on BT's side. 091192 belongs to band Premium Rate Type 31 and has a published BT rate of 13ppm at all times.

You can confirm the band at http://www.serviceview.bt.com/list/current/docs/Call_Charges.boo/16331.htm

And then the price at
http://www.serviceview.bt.com/list/current/docs/Call_Charges.boo/00161.htm

Best to raise this with BT. To speak to a BT UK call centre (usually better service) by ringing 0800 400 400.

MaggieMoon_3

Thank you so much for replying - I am so worried. I checked out what you told me and you are so right! 13p a minute but BT do not want to know! They say it is not their fault and altho they can see that each time I dialled the 0911922 number they say that it attracts their top premium rate of 1.60 a minute!! I just do not know what else to do. How can I make them listen ?? I dont suppose you can do any more - but at least you have tried to help. Thank you Maggie

harrygr8

http://www.ukphoneinfo.com/cgi-bin-Phones/nng?GNG=0911+922+8585&Submit=Submit

&

from Magenta Systems.



Code: 0911 922
Type: Premium

Operator: Connect Telecom UK
Tariff Band: Premium 13p per min (p31) (inc VAT)
Service: Premium



The partial telephone number can be national, international.

MaggieMoon_3

Hi - thanks for replying - I am very sorry but I dont know what I am supposed to be looking at! I clicked on the link and it said something like -

09119 228585
Code Not Valid
This code is unknown.

A table of the code allocations for numbers in The Premium Rate Services Range (Convention B9) starting 091 is available

Number 09119 228585 is potentially valid.


Ummm sorry to be so think - but is it saying that 13p is what BT should be charging me or not? Thanks! maggie

phoneman44

If BT refuses to resolve your concerns - or says there is nothing they can do - then make written complaint to Customer Service Manager, BT Customer Correspondence Centre, Durham, DH98 1BT.

If after formally complaining the issue is not resolved, you can ask for your complaint to be reviewed by calling 0800 545 458.

If still no joy thenescalate yout complaint using the Alternative Dispute Resolution scheme. In BT's case this involves writing to Otelo.

Otelo (Office of the Telecommunications Ombudsman)
Wilderspool Park
Greenall's Avenue
Warrington
WA4 6HL
Phone: 0845 050 1614
Fax: 0845 050 1615
Website: https://www.otelo.org.uk

The ADR scheme acts as an independent middleman between the company and the customer. If the company’s in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation.

For full details on BT's compalaint processs goto
http://www.btplc.com/Thegroup/Regulatoryinformation/Codeofpractice/Consumercodeofpractice/Howtocontactus/Howtocontactus.htm

also follow Ofcoms advice at http://www.ofcom.org.uk/complain/landline/company/billing/

MaggieMoon_3

Dear Phoneman

Thank you for taking the trouble for the latest info. Could you do one more thing for me please? Do you think that the charge should only be 13p and that it is BT who are wrong - and have you any idea how this could have happened if Best Minutes are correct? Could this be happening to other people?? all BT say is that 0911 is a prem rate no and that is that!

Thank you Maggie

phoneman44

The service view links in post #2 take you to the BT electronic price book (produced and maintained by BT) for codes starting 091 and the call charges for calls charged by the minute.

The information I have given you is from BT, so I think they will find it hard to dispute the fact they are wrong. Tell them to go to their electronic price book (give them the links above) and check for themselves.

BT do not have a charge point of 0911 so to say that it is £1+ per minute is totally incorrect. The charge point you require a price for is 091192 which belongs to P31 and yes according to BT's own price list it is 13p.

I have also checked this code with two other carriers (CW and MCI), they concur that the code is for P31.

Did you try calling 0800 400 400 or did you goto India using 152? Escalte this if needs be.

MaggieMoon_3

Hi - thanks again. Yes I did ring 0800 but I will start all over again with my newly acquired info! Thank you very much for your time and trouble. I cannot believe there are such helpful people out there willing to give up their time to help people like me!! Maggie

will let you know how I get on.

redux

Just for extra confirmation for you, and anyone else that wants to check others, here is the actual link to the Magenta Systems' Codelook that harrygr8 quoted the info from

http://www.magsys.co.uk/telecom/codelook.asp

MaggieMoon_3

Thank you too! Such kind people out there. Sorry still to be thiick - but .... when I get to the site - what exactly do I do then? Am I looking for confirmation that BT has mad e mistake?? But I will go there now and have a look! Cheers

Maggie