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Notice |
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09/10/2009 @ 16:57
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Home Phone / Talk Itemised Billing (58009)
This is an update to the problem whereby customers have not been seeing calls appear on their Home Phone (Talk) itemised billing records.
Call processing is now up to date, and call barring has been turned back on.
It's worth noting that you may see higher than usual call charges this month, due to call processing being turned off in September (this means that you will be charged September and October calls in your October invoice).
Kind Regards
Mand Beckett
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06/10/2009 @ 16:16
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Home Phone / Talk Itemised Billing (58009)
This is an update to the problem whereby customers have not been seeing calls appear on their Home Phone (Talk) itemised billing records.
Whilst it has taken a bit longer than expected, call processing should be fully up to date on Thursday. Our customers should be able to see all of the calls that they have made (except very recent ones) from Thursday onwards.
We'll monitor the situation and post a further update on Friday.
Kind Regards,
James Bailey
Customer Support
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28/09/2009 @ 16:17
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Home Phone / Talk Itemised Billing (58009)
This is an update to the problem whereby customers have not been seeing calls appear on their Home Phone (Talk) itemised billing records.
Call processing was turned back on on Thursday afternoon and since then has continued running without any further problems developing. We are now well under way in catching up with all of the calls that were previously not processed. We expect all calls to have caught up by the end of this week.
Because call processing has been turned off for quite some time, you won't have been able to see your calls and it's very likely that you won't have been billed for your calls on your last invoice. Any calls that were not previously billed for will be billed in your next invoice.
We'll update this posting again on Friday, when we expect all calls to have fully caught up.
Kind Regards,
James Bailey
Customer Support
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22/09/2009 @ 17:23
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Home Phone / Talk Itemised Billing (58009)
This is an update to the problem whereby customers have been seeing "double entries" of calls in their Home Phone (Talk) itemised billing records.
Further to the update from this weekend, where we saw customers being incorrectly charged for making calls to International destinations within their included minutes, call processing was stopped - so you won't see any new calls appearing.
We have a fix ready for testing, which we will be performing tomorrow. After this has been done, we'll be able to start call processing running again, so you'll be able to see the calls that you have made. However, it may take some time for all of the calls to be processed.
Kind Regards,
James Bailey
Customer Support
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20/09/2009 @ 17:30
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Home Phone / Talk Itemised Billing (58009)
This is an update to the problem whereby customers have been seeing "double entries" of calls in their Home Phone (Talk) itemised billing records.
After turning call processing back on on Friday evening we have received a number of reports from customers advising that their international calls are being incorrectly charged.
The problem applies to customers who should have inclusive international calls, but the itemised call record shows these calls to be chargeable.
We have done some preliminary investigations, and due to the possible impact of this problem have turned call processing off again.
We will carry out a full investigation of this problem tomorrow, and will ensure all customers affected are refunded for the calls charged incorrectly.
We'd like to apologise for the inconvenience caused by this problem, and thank you for your continued patience.
Kind Regards
Mand Beckett
Customer Support
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