International calls being charged

VOIP setup and troubleshooting
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bruceee
Posts: 53
Joined: Tue Feb 13, 2007 7:03 pm
Location: Warilla

International calls being charged

Post by bruceee » Thu Dec 29, 2016 2:09 pm

Hi, I signed up for the $10 Unlimited Home Phone plan when applying for NBN and this plan is now showing in my user facilities OK.
However there appears to be some discrepancy with regard to International calls, I am being charged for calls to a UK landline when the web page describing this plan clearly states that calls to UK landlines are free.
Could someone have a look into this and clarify what is happening.
Regards
Bruce

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KavindaS
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Posts: 2373
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: International calls being charged

Post by KavindaS » Thu Dec 29, 2016 9:46 pm

bruceee wrote:Hi, I signed up for the $10 Unlimited Home Phone plan when applying for NBN and this plan is now showing in my user facilities OK.
However there appears to be some discrepancy with regard to International calls, I am being charged for calls to a UK landline when the web page describing this plan clearly states that calls to UK landlines are free.
Could someone have a look into this and clarify what is happening.
Regards
Bruce
I have escalated this through the ticket reference 11064044 with our Billing department. They will check the plan details / chargers and update you accordingly.

bruceee
Posts: 53
Joined: Tue Feb 13, 2007 7:03 pm
Location: Warilla

Re: International calls being charged

Post by bruceee » Thu Dec 29, 2016 10:04 pm

Thank you KavindaS for your quick reply, the money involved is mere peanuts, but there is something wrong with the system i fear.
Regards
Bruce

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KavindaS
Forum Admin
Posts: 2373
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: International calls being charged

Post by KavindaS » Thu Dec 29, 2016 11:00 pm

bruceee wrote:Thank you KavindaS for your quick reply, the money involved is mere peanuts, but there is something wrong with the system i fear.
Regards
Bruce
No worries Bruce. This will be dealt with high priority as escalated.

bruceee
Posts: 53
Joined: Tue Feb 13, 2007 7:03 pm
Location: Warilla

Re: International calls being charged

Post by bruceee » Fri Jan 06, 2017 3:24 pm

ALL sorted Thank you all concerned.
Bruce
Edit. Not quite sorted, charges are still being added to my Voip usage data for International calls to UK land line.
Thank you Azwan M for the offer of a manual refund.

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