Illegal Charges by Sky

lbh2011

Please could someone help. I have recently checked my phone bills from Sky and a number of NGN numbers with charges have appeared, on checking previous bills, the same applies. Now I can prove 100% that I have not made any outgoing calls to these numbers but have found out from the Sky forums that others have experienced the same. The answer from sky is that the charge is from the nuisance callers INCOMING calls being charged to me, despite the call not being answered or the phone diverting to VM.

Surely Sky cannot charge me for calls I have not made and would I be within my legal rights to deduct these amounts from my bill and tell Sky to chase the companies who are practising illegally by doing this.

Thank you.

jhp

Give us an example of some of the ngn numbers involved so we can comment further. The calls can only be for outgoing calls as you cant be charged for incoming calls , unless they are reverse charges and they would say that.

lbh2011

Hi, thanks for replying. The numbers are as follows;

08433810158 Guardian Newspaper
08450020141 Scottish Power
0845840777 Virgin Media

I was inundated with calls from the first 2 numbers but NEVER phoned them back and I don't live in a virgin area (unfortunately) so have no reason at all to phone this number as I can find that info out online.

I am also querying a number of charges that relate to a 'call return' and 'ring back'. Now the strangest part of this is that there is no number attached to this only lots of 000000000........
I do not have ring back on my phone nor have I ever used this???

talktalktobt

If you can prove that you have not made these calls I would suggest you send your proof by recorded delivery (so you can prove they got it) to sky. If, as you say you can prove it, sky don't have a leg to stand on.

In my past experience of working for a telecoms complaint department, people frequently claim they haven''t made calls they have (usually when they get a massive bill!) and I would assume this is why you are having trouble getting them to take you seriously. As stated previously, send your proof and they will have to act. If someone has gained access to your line you may want sky to forward details to Openreach to investigate and act.

duchy

Were any of these calls at times no-one was in the house ?

lbh2011

Hi, thanks for your reply but am at a loss as to how I can prove the call was incoming only? On a mobile its easy, it clearly shows when a call has been made in and when I have called out.

Now unless my cat has become incredibly clever and learnt how to use the phone, some of these calls are made when I am at work??

talktalktobt

lbh2011 wrote: »

Now I can prove 100% that I have not made any outgoing calls to these numbers

If this is the case it is unlikely that they will need you to prove that they were incoming - they will just credit your account with the lost amount.

Now, I am playing devils advocate here - was there anybody in the house that *could* have made these calls. Not that they have, but that it was a possibility. I ask because there have been scams that you get a call and it asks you to press a digit to receive a message or claim a prize etc. as soon as this digit is pressed you are charged for a premium rate call.

Do you know where your master socket is? If so, have a look at it to make sure it is in good condition (not dented, cracked etc), then have a look out your window at the cable going from your home to the telephone pole - is it in good condition? Is anything (trees, structures) touching it?

If someone is using your line to make/ receive calls this is illegal. By rights you can report it to the police and receive a Crime Reference Number which you can supply to sky as proof. It is highly likely that you will need to pay BT Openreach to do a full examination/ investigation of your line prior to receiving this.

If you are truly worried about this I suggest you have your phone number changed ASAP - if they don't know your number, they cant phone you! Sky will charge for this.

As long as it is illegal activity & you get Openreach to do a full investigation, and receive a a Crime Reference Number it is likely that your home insurance will cover you for the cost of the Openreach investigation & changing your number if Sky don't (although they should).

Just a quick thought - kids [and husbands] are a pain for making calls and not owning up. If you have any (particularly teens) I would have a serious chat with them and give them an amnesty to own up. In my experience most illicit charges on bills come from this and end up making mum's/ wives very embarrassed!

lbh2011

Hi, I appreciate your reply and advice but whilst old I am very savvy and having brought up 4 kids, I know more or less what they used to get upto. Fully computer literate and only me and my cat live here. BT box sky box etc only 1 year old, nowhere near trees etc.

Having looked on Sky forum this complaint has been in their system for over a year and nothing has been done about it. However, someone made a comment about the Sky VM taking the call but the customer is then charged for a call they did not want!

I work in a prison so can categorically prove when I am at work and when these calls are occurring but SKY are doing nothing about it, THEFT I would call it, so from now on I will be deducting the cost of these calls from my bill, and as I am out of contract will be switching (unfortunately) to BT, who are not much better but no other option here.

However, many thanks for your replies.

lbh2011

Just an update to the Sky saga having just got off the phone with them. I phoned to cancel the TV part of my subscription, was put on hold for half an hour (used the 150 number). AFter many many many questions, I managed to cancel this. I also stated that I would like to know how Sky are getting away with taking money for 'incoming' calls and I was clearly told by the young lady that companies are charging sky customers for taking THEIR calls, blatantly told me this and said there was nothing they could do!!!

I pointed out two calls which are now showing up on my next bill:
01792720380 Swansea - Recorded message left on my phone, I am charged for it.
01747228089 - Shaftsbury - Recorded message left on my phone, I am charged for it.

Now if this isn't theft, what is?

Enough is enough I'm afraid, things are tight enough without blatant theft!

Ypaymore

The Sky Customer Service Person is talking nonsense.Sky have no right to charge for incoming calls unless reverse charges apply.

Here the Sky Community Cordinator confirms that you should only pay for incoming calls if you accept reverse charges.As you have already been told.
http://helpforum.sky.com/t5/Archived-Discussions/Charged-for-incoming-call/td-p/746190

Sky appear to have a problem with this another thread here saying same thing.
http://community.sky.com/t5/Sky-Talk/NGN-numbers-charging-ME-for-their-calls-Totally-unacceptable/td-p/361747/page/6

A complaint e-mail to the CEO asking for matter to be looked at normally does the trick,

jeremy.darroch<a>bskyb.com