I rang a local business on an 0871 number and was on the phone for less than a minute. BT sent a bill for £83.48, claiming the call lasted almost six hours. It suggested the receiver was not replaced properly.
I don’t believe it is reasonable that we should have to pay when we use a BT Paragon phone on a BT landline and there is no audible or visible advice that the line is still open.
It is not clear why the call ended at almost exactly six hours, but they should terminate sooner if there is no voice activity to limit customer risk. BT has offered us a £30 refund. JC, London
It could happen to any of us. BT says it is “happy to consider” refunding part of the cost of a call on one occasion per customer when a receiver is not replaced properly, although after you contacted the Observer it agreed to reimburse the full sum.
It does not, however, explain why it doesn’t introduce a mechanism to shut off calls when one party hangs up – some network systems do – instead of clearing it only when the caller puts the phone down. PhonepayPlus, which regulates premium rate numbers such as the one you dialled, only imposes automatic timeouts on live chat and adult services and only when a certain cost limit, rather than time limit, has been exceeded. Telecoms regulator Ofcom has no official view on the issue, other than urging callers to double- check the handset is replaced correctly.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
