Large bill for daughter's phone

[Anonymous]

My daughter makes very few calls and stays well under her allowance. Unfortunately she called someone for a few minutes and left the phone on. We now have a bill of £75 for a 5 hour phone call. O2 won't refund but surely as it was a mistake and not characteristic of normal usage it could be refunded?

[jonsie]

Yes we seem to have half a dozen or so reported on here in the last few months. One such one here :

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/130-bill-for-1-call/m-p/958982/highlight/true#M1...

[Curr946]

Guys, I noticed the same thing with my old phone. I put it down to buggy software. - Clearly not

[Anonymous]

Interesting about the faulty SIMS although I'm not sure how I can prove anything. Surely it's my word against theirs that my daughter's supposed 5+ hour call was nowhere near that long. Anyway still waiting to hear from them. Can I cite similar problems with SIMs in the 02 Community if they still refuse to reduce the bill?

[MI5]

I think the faulty sim suggestion was speculative - I'm not aware of it ever been proven unfortunately.

[Beenherebefore]

Knowing the reliability of O2's business systems, it's more likely to be a computerised system failure than a duff batch of SIMs

[Martin-O2]

Hi @Anonymous did you hear back from customer services about your daughters unusually high bill? If so what was  the result? 

[Anonymous]

Had an email back today. They're not upholding my complaint and basically saying it's my fault as they have completed a "network investigation" and found nothing wrong their end. I challenged them about not disconnecting the call and they said "I'm sorry but a line will not disconnect when the line goes silent. The only way to end a call is to end the call. " However I've been given a credit of £50 against my next bill so I do feel slightly less aggrieved!

[MI5]

There is an OFCOM regulation that requires mobile operators to terminate silent calls after 6 seconds.
I can't find it at the minute but I will.

[Martin-O2]

Thanks for looking into that @MI5

@Anonymous Sorry to hear you didn't get the resolution you were hoping for. If you want to provide any feedback please feel free to drop me a private message detailing your experience. 

[Beenherebefore]

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@MI5 wrote:
There is an OFCOM regulation that requires mobile operators to terminate silent calls after 6 seconds.
I can't find it at the minute but I will.

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I can't find it either but see this >>>>

http://www.out-law.com/en/articles/2014/october/telecoms-companies-cutting-time-to-disconnect-calls-...