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SMARTY network call to a "Business" (01xxx) number are not included in unlimited even DR or Hospital

vennypenny
Posts: 39 Forumite


Yesterday, I needed to call my Doctor to book an appointment. Perhaps unusually, our surgery uses a "normal" number with STD code that starts with 01.
Each time I tried to call, I got disconnected straight away. Thought my phone was playing up, so tried using a a different one - that connected and I could complete my call. After a long and involved "chat" conversation with SMARTY, they have advised the following:
"Hi, I have checked with the team and confirm that 01 number is a standard number and you should be connected to it, However, if they intend this to make a business number which gets attached to a company, then it will be chargeable."
They went on to advise me that in order to make the call, I would have to purchase out of plan credit to cover the costs - despite the fact that all of their information clearly states that "All plans, excluding Data Only plans, include unlimited calls and texts. Unlimited calls include: standard UK landlines (starting 01, 02 and 03)..." There is no mention of separate charges for calls to "business numbers".
I repeatedly challenged that neither their pricing plan nor their T&C's included this information. They thanked me for bringing it to their attention and will be updating their website and documentation "soon".
Am I the only person that thinks this is wrong?
Each time I tried to call, I got disconnected straight away. Thought my phone was playing up, so tried using a a different one - that connected and I could complete my call. After a long and involved "chat" conversation with SMARTY, they have advised the following:
"Hi, I have checked with the team and confirm that 01 number is a standard number and you should be connected to it, However, if they intend this to make a business number which gets attached to a company, then it will be chargeable."
They went on to advise me that in order to make the call, I would have to purchase out of plan credit to cover the costs - despite the fact that all of their information clearly states that "All plans, excluding Data Only plans, include unlimited calls and texts. Unlimited calls include: standard UK landlines (starting 01, 02 and 03)..." There is no mention of separate charges for calls to "business numbers".
I repeatedly challenged that neither their pricing plan nor their T&C's included this information. They thanked me for bringing it to their attention and will be updating their website and documentation "soon".
Am I the only person that thinks this is wrong?
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Comments
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Just to clarify, is the 01 code the standard geographical code for the area the practice is in, rather than some sort of virtual code?1
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Many businesses, including every medical practice I've ever called, have a standard geographic number starting 01. If SMARTY (who I know nothing about) have a charging regime that doesn't make calls to those numbers inclusive then it would seem sensible to switch to a different provider. It's many years since I paid for a phone call to any number, the only charge I ever get is a few pence when I send a text to a short code number.
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SMARTY https://smarty.co.uk/ Hutchison 3G own them
How to complain would seem to be a correct approach for the OP https://smarty.co.uk/complaints and including the full number that was 'blocked' and about that unintelligible response from their CS operative.
Unless the number actually started 05xxx ?
https://help.smarty.co.uk/en/articles/1088481-premium-freephone-and-service-numbers
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vennypenny said:I think that's quite normal if the line is engaged. Might not happen much when you ring your friends' personal numbers but nowadays your doctor's surgery will get a lot of calls. Just redial until you get through. It was just coincidence that happened when you used a different phone.
Each time I tried to call, I got disconnected straight away. Thought my phone was playing up, so tried using a a different one - that connected and I could complete my call."Hi, I have checked with the team and confirm that 01 number is a standard number and you should be connected to it, However, if they intend this to make a business number which gets attached to a company, then it will be chargeable."That is all correct. What they did not explain, or what you did not catch, is that if it is changed to a corporate number it will begin with 05Unlimited calls include: standard UK landlines (starting 01, 02 and 03)..." There is no mention of separate charges for calls to "business numbers".Yes there is (now anyway). Smarty say 'Calls to corporate numbers (numbers starting with 05) are charged at 12.9p per minute'.1 -
user1977 said:Just to clarify, is the 01 code the standard geographical code for the area the practice is in, rather than some sort of virtual code?0
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It's possible that it was an unintended technical problem, rather than an intentional blocking of the number.
Smarty/Three could have been having problems connecting to whatever 01 line service provider the doctor uses. Are you still unable to call that number?
Or could it be that the doctor's call management system was faulty or buggy, and failing to connect some calls?
Or does your Smarty phone perhaps withhold your number? The doctor's call management system might be rejecting calls from withheld numbers.
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Alderbank said:vennypenny said:I think that's quite normal if the line is engaged. Might not happen much when you ring your friends' personal numbers but nowadays your doctor's surgery will get a lot of calls. Just redial until you get through. It was just coincidence that happened when you used a different phone.
Each time I tried to call, I got disconnected straight away. Thought my phone was playing up, so tried using a a different one - that connected and I could complete my call."Hi, I have checked with the team and confirm that 01 number is a standard number and you should be connected to it, However, if they intend this to make a business number which gets attached to a company, then it will be chargeable."That is all correct. What they did not explain, or what you did not catch, is that if it is changed to a corporate number it will begin with 05Unlimited calls include: standard UK landlines (starting 01, 02 and 03)..." There is no mention of separate charges for calls to "business numbers".Yes there is (now anyway). Smarty say 'Calls to corporate numbers (numbers starting with 05) are charged at 12.9p per minute'.
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user1977 said:Just to clarify, is the 01 code the standard geographical code for the area the practice is in, rather than some sort of virtual code?0
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eddddy said:
It's possible that it was an unintended technical problem, rather than an intentional blocking of the number.
Smarty/Three could have been having problems connecting to whatever 01 line service provider the doctor uses. Are you still unable to call that number?
Or could it be that the doctor's call management system was faulty or buggy, and failing to connect some calls?
Or does your Smarty phone perhaps withhold your number? The doctor's call management system might be rejecting calls from withheld numbers.
Thinking it was a technical glitch is why I got on the chat with Smarty and they told me I couldn't connect to that number as part of the unlimited inclusive calls.
But thanks for the thoughts.0 -
Rodders53 said:SMARTY https://smarty.co.uk/ Hutchison 3G own them
How to complain would seem to be a correct approach for the OP https://smarty.co.uk/complaints and including the full number that was 'blocked' and about that unintelligible response from their CS operative.
Unless the number actually started 05xxx ?
https://help.smarty.co.uk/en/articles/1088481-premium-freephone-and-service-numbers
I did make a complaint using the Smarty form though I didn't think to include the number I had dialled. But the complaint form automatically showed my number so hope they will be able to see it, or ask me to confirm.
The chat operator was very sympathetic and I was actually given slightly over a £1 credit so I could make my call but by that time it was too late and I had made the call a different way.0
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