BT has been fined £225,000 by Phone Pay Plus  after it failed to provide correct pricing details for its 118 500 directory enquiries number.


See: http://www.cable.co.uk/news/bt-hit-with-225k-fine-over-incorrect-118-500-pricing-801680853/

I have just read about this at The Register.

I've got to say I'm not surprised at what BT did.

However, I'm surprised that you got charged for listening to crap before you got to speak to someone and that this is allowed to last upto 30seconds.

I wonder how many DQ services make use of this 30sec allowance to make it more likely that somone would go into their 2nd minute of call and pay another couple of pounds.

I wonder if someone on here can advise me regarding a paragraph "BT to refund expensive 118500 charges if complained within 28 days"

I have just helped another Pensioner to change from inappropriate Evenings and Weekend Plan to Anytime and noticed on his 2nd Jan 3 month bill 4 x118500 calls dated 5 Nov-9 Dec duration 9.19min £28.69 and wondered how I should help him get this refund.

I remembered seeing something about 118 calls initially to find him a cheaper 118 Directory number and found the above information. There was nothing about this refunding notified to BT Customers so BT look to be onto  a good get out.

Regarding my original reason for looking about 118 can anyone on here also advise me of the cheapest 118 Directory number preferably fixed charge if possible, that I can tell him for future use.

Thanks on his behalf for any help on these two requests.

The Phonepay Plus Tribunal ruling is published at http://www.phonepayplus.org.uk/~/media/Files/PhonepayPlus/Adjudications/27976%20Tribunal%20Minutes.pdf.

In most such cases, I suggest that the best advice is to seek to get a goodwill reduction, or waiver, of charges which were unexpected - regardless of compliance with the fine detail of rules regarding publication of prices.

Thanks for that information SCV will do.

Has anyone any info where I coulld find a list of the current prices of 118 Directory numbers to find a cheaper one for him if he must use one

I am sure there is one on sayno somewhere but I dont know where to find it.

Thanks for any help

speedy wrote on Jan 25^th, 2014 at 8:03pm:

Thanks for that information SCV will do. Has anyone any info where I coulld find a list of the current prices of 118 Directory numbers to find a cheaper one for him if he must use one I am sure there is one on sayno somewhere but I dont know where to find it. Thanks for any help

Good Evening, here is a list of 118 Numbers: http://www.telecom-tariffs.co.uk/dialdirq.htm

Then you need to look at this: http://www.bt.com/pricing/current/Call_Charges_boo/2-1634_d0e5.htm

Followed by this to work out the costs: http://www.productsandservices.bt.com/consumer/assets/downloads/BT_PhoneTariff_SpecialNos.pdf Page 10 onwards...

Then have a lie down after...

Alternatively does the pensioner in question have problems that would mean they cannot use a "normal" directory?

If so have a look here: http://www.bt.com/includingyou/other-products-services.html#195

Thanks CJT-80 for the Links.  Had to take 2 asprins but delayed the laydown until after I had woken up Google, which showed several very interesting Companies, namely 118365 which shows 50ppm and claim 90% enquiries completed within one minute.

A very interesting one was 0800 118 FREE (3733 numerically) I will investigate both of these to start with and explain to him not to chat, as still charging. 

This chatting  was highlighted in a Guardiian article as adding to the atrocious 118500 bills, nice little earner particularly wiith Pensioners who dont get much communication with others and think the Agent is just being friendly.

I will investigate both these Directory Numbers further before passing them on, He has Paper Directories but having looked for Numbers myself find that many small firms dont have Landline or only have 0844 if in the books at all.

I have listed all his 0844 numbers to get him to work out which Companies regularly phoned and will come here to find alternative numbers.

Thanks all for your help on his behalf, another Pensioner who was on wrong tarif and didnt understand the implications, now on BT Anytime and after the changeover bill will be a happy bunny.

The information provided in the BT Specialised Numbers booklet, the link for which was provided by CJT-80, is also available in the BT Price List: Section 2:Call Charges & Exchange Line Services > Part 19:Calls to Directory Enquiry 118 Services > Subpart 1:Dialled Direct

There are separate tables for each of the different methods of charging:

• Calls Charged by Time Duration
   
  
• Fixed Fee Calls
   
  
• Calls Charged by Fixed Fee and Timed Duration (and where the fixed fee and the duration charge apply from the start of the call)
   
  
• Calls Charged by Fixed Fee and Timed Duration (where the fixed fee is the charge for the first 60 seconds of the call, or part thereof, and the duration charge applies following the first 60 seconds)

There is no Call Set-up fee on 118 directory enquiries calls. There is a minimum charge of 5.5 pence inclusive of VAT.

Speedy,

I am glad I could be of help... I have to admit I felt dizzy after sorting out ALL the links...

:(

After 192 was abolished it was claimed it would make things easier and better.... clearly you have found a few options that may work... but for the remainder of people who don't go on here or have someone to check for them... the 118 market continues to be a rip-off in my opinion.

speedy wrote on Jan 25^th, 2014 at 8:03pm:

Has anyone any info where I coulld find a list of the current prices of 118 Directory numbers to find a cheaper one for him if he must use one

The Number 0800 1183733 or 020 7998 4106 (Fully Automated Service.Have to listen to advert first. Gets very busy. )

Colt DQ 118 390 set fee 32p a call.

Saga DQ 118 050 set fee 36p a call.

Ethcom.(Age Concern) 118 202 set fee 41p a call.

Also

Tesco Home  Phone Customers.• INCLUSIVE calls to 118 321 Tesco home phone Directory Enquiries at no extra cost.

Virgin Media and Virgin Mobile.  You can call 118 180 free from your Virgin Media home phone or Virgin Mobile up to 10 times a day.

http://help.virginmedia.com/system/selfservice.controller?CONFIGURATION=1001&PARTITION_ID=1&TIMEZONE_OFFSET=&USERTYPE=1&VM_CUSTOMER_TYPE=Cable&CMD=VIEW_ARTICLE&ARTICLE_ID=4025

bigjohn wrote on Jan 27^th, 2014 at 2:38am:

Colt DQ 118 390 set fee 32p a call. Saga DQ 118 050 set fee 36p a call. Ethcom.(Age Concern) 118 202 set fee 41p a call.

Colt DQ charged by Talk Talk at 35.61 p call connection fee, no per min charges.

Saga DQ charged by Talk Talk at 39.32 p call connection fee, no per min charges

Ethcom DQ charged by Talk Talk at 44.94 p call connection fee, no per min charges.

All info from here and here

Advised to use Ctrl and F in the 1st link to search for the 118 numbers in question.

Thanks bigjohn I will save those numbers just in case.  :) :)

Thanks bigjohn and CJT-80 for your last two posts I will copy/paste both and give them to him.

I will have a good look before advising, as always, many of these are cheaper than my 50p find and will amend my list for him according. Brilliiiant work Lads  ;D

I am also going try to get refund on 2nd Jan bill 4 calls to 118500 cost him £28.00p.  Fingers Crossed, I think I am on borderline 28 days having only found it on here the other day.

Thanks on his behalf.

speedy as always you are very welcome.

lets us all know how things go with the refund.

:)

Perhaps a tiny clarification regarding the posted Directory
32p,36p and 41p per call would these be the prices from his BT line now he is on Anytime.

Secondly, would I be able to access the Refund Journey from his Landline with his Authority, same way I got him changed to Anytime or does it require Hardcopy old fashioned letter ?

speedy wrote on Jan 28^th, 2014 at 3:27pm:

Perhaps a tiny clarification regarding the posted Directory 32p,36p and 41p per call would these be the prices from his BT line now he is on Anytime. Secondly, would I be able to access the Refund Journey from his Landline with his Authority, same way I got him changed to Anytime or does it require Hardcopy old fashioned letter ?

I'd start with a phone call, and then maybe a letter or an e-mail as a follow up... at least get the ball rolling with a phone call.

:)

EDIT: it also appears you can have an on-line "chat" with a BT representative via the contact us option on BT.com

Wow that was quick CJT-80

I had only gone to start a new Thread "Alert TPS may be a scam" went back to Index and noticed your post.

Going to look at BT.com as advised rather than be shunted around endless Dept queues Thanks.

Have just found a number for complaints and compliments Ha Ha (bet they dont get too many compliments) the number shown was 0800 822400 so am going to try that for a start Thanks.

speedy wrote on Jan 28^th, 2014 at 3:27pm:

Perhaps a tiny clarification regarding the posted Directory 32p,36p and 41p per call would these be the prices from his BT line now he is on Anytime.

Yes.

Refer to the list of 118 prefixes on the BT Price List. All have a '5' in the "Categorisation for Customer Options" column, the values for which are available by clicking the (b) at the side of its heading.

'5' means "No Discount". What you are asking is whether calls to 118 numbers are discounted under the Anytime Calls Plan, so the answer is no.

Update on my Pensioners  118500 £28.69 Refund

I chanced phoniing without him beside me to find out proceedure and much to my surprise after giving my name which is still shown on his Account from when I changed him to Anytime 21st Jan, 'Mark' went away to check what to do and came back 2 mins later to say credited to his Account and will show on his next bill. Job Done !!

('Mark' mentioned that they are not refunding all 118500 but BT had not put enough info on Site but it is 'within 6 weeks' presumably of Bills )

However another problem cropped-up, on dialing his number to tell him the good news 1571 answered which I had specifically Removed (has own Ans.mach) so had to phone BT again to get it removed again only CI required as on confirmation Call Plan letter. They admitted their mistake and removed 0571  again. ::) have to wait 24 hours before his 1571 dead.

His Ans.mach might have long ring before answerinng and 0571 jumped in earlier, lucky it was me that found theiir mistake.