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]

I've just read that and it seems to me that all other networks have taken steps to terminate calls in 'seconds' so I'm not sure why O2 thinks it's down to the user.

[MI5]

I've definitely read it in relation to o2 directly. I just can't remember where for now.

[jonsie]

Every confidence in you mate but I couldn't find it on Google. 

[Beenherebefore]

I've been searching also as I'm sure I read about it somewhere but the only reference I've found so far is the link I posted earlier. I can't find anything on OFCOM .

[MI5]

It'll turn up somewhere.
I may have even posted a link on here previously?

[jonsie]

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@MI5 wrote:
It'll turn up somewhere.
I may have even posted a link on here previously?

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Searched for a link on here too. ...

[Anonymous]

I'm not sure whether to push it further although once VAT is added to the bill I'm still £40 out of pocket. Would be great if I could cite an OFCOM reference or something that would blow their "I'm sorry but a line will not disconnect when the line goes silent" out of the water!

[Beenherebefore]

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@Anonymous wrote:
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.

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You could ask to see the documentary results of that investigation, but it may cost you an FOI request charge though......£10 perhaps. Depends how far you want to take it.

[jonsie]

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@Anonymous wrote:
I'm not sure whether to push it further although once VAT is added to the bill I'm still £40 out of pocket. Would be great if I could cite an OFCOM reference or something that would blow their "I'm sorry but a line will not disconnect when the line goes silent" out of the water!

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It's a lot of money to be out of pocket but they have at least made a gesture of £50. To me that gesture shows that they know they are at fault.

[Cleoriff]

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@jonsie wrote:

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It's a lot of money to be out of pocket but they have at least made a gesture of £50. To me that gesture shows that they know they are at fault.

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Exactly what I thought when I read about that £50 'goodwill gesture'. Why make it? If they are correct they don't need to refund anything. Highly suspicious to me..