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Standard User b4dger
(knowledge is power) Tue 06-Dec-16 10:08:56
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Zen Phone - Home Talk Plus. Charged for 0345 call


[link to this post]
 
In my latest phone bill I was surprised to see I've been charged for calling an 0345 number. I thought these numbers were free in my call package?

I've been on Zen's Home Talk Plus for a number of years.
Looking on Zen's website I can't see this package available only a more expensive 'Line Rental Plus', but I can see tariff info that shows 03 numbers are free.

I thought I would start by asking here rather than asking Zen directly to see if anyone else has noticed this.

Standard User professor973
(knowledge is power) Tue 06-Dec-16 11:40:06
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: b4dger] [link to this post]
 
0835 numbers are inclusive rather than free, so should be free in most inclusive packages.
Standard User mixt
(fountain of knowledge) Tue 06-Dec-16 11:43:25
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: professor973] [link to this post]
 
The question is about 0345 numbers.

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ISP Representative RegulatoryZen
(isp) Tue 06-Dec-16 15:20:33
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: b4dger] [link to this post]
 
Hi - Please would you ring our customer services team who will be happy to look into this for you. They'll refund any call charges if an error has been made.

Thanks
Gary
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User 23Prince
(committed) Tue 06-Dec-16 16:39:06
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: RegulatoryZen] [link to this post]
 
In reply to a post by RegulatoryZen:
Hi - Please would you ring our customer services team who will be happy to look into this for you. They'll refund any call charges if an error has been made.

Thanks
Gary


However if you are disconnected by Zen and it's their fault they won't refund they will chase and chase and chase until they get paid.

Something OFCOM I am sure will be looking into soon -
Standard User b4dger
(knowledge is power) Tue 06-Dec-16 16:39:48
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: RegulatoryZen] [link to this post]
 
Thanks.
I take it that 'Home Talk Plus' is still available as a legacy package and I won't be shooting myself in the foot by getting this investigated and end up on your current dearer package? smile

Standard User professor973
(knowledge is power) Wed 07-Dec-16 11:29:16
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: mixt] [link to this post]
 
SO I can make a typo and not my fault the stupid site will not allow an edit - My answer is still valid regarding charge - What's it like to be perfect?

Edited by professor973 (Wed 07-Dec-16 11:32:17)

Standard User professor973
(knowledge is power) Wed 07-Dec-16 11:31:12
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: 23Prince] [link to this post]
 
Never got what was owing refunded when I left Zen - Just a credit not eof little use unless I return!
Standard User Jax2
(member) Wed 07-Dec-16 12:46:55
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: professor973] [link to this post]
 
I got the same thing when I left BT, I still get a bill from them every now and then which says I have £3 credit which I could redeem against my next bill.
Standard User mixt
(fountain of knowledge) Wed 07-Dec-16 13:35:16
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: professor973] [link to this post]
 
Just call them up to arrange how it will be refunded. I left my direct debit in place and they refunded me through that, though the refund has shown up as a FPI (Faster Payments Incoming) so I don't think they even used the DD.

This is one of the things I like(d) about A&A - they bill you after the entire period of service for which the bill is for, which means, under normal circumstances, credit notes and refunds don't need to be issued.

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Previous ISPs » Zen (40/10 FTTC) | aaisp.net (40/10 FTTC) | Virgin Media (50Mb Cable) | Be* Un Limited (ADSL2+) | Zen (ADSL)
Download Maximiser | BIND GeoDNS | Are you being bløcked?
Standard User mixt
(fountain of knowledge) Wed 07-Dec-16 13:42:46
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: professor973] [link to this post]
 
In reply to a post by professor973:
What's it like to be perfect?

You're not missing much. Trust me.

Anyway, I thought you had mistaken (with your eyes) the 3 for an 8. I hadn't expected it to be a typo as the keys aren't that close together on a keyboard.

IDNet Fibre Unlimited 55/10 with Native IPv6
Automated Hourly HTTP×6 TBB Speed Tests (3×IPv4+3×IPv6)
Previous ISPs » Zen (40/10 FTTC) | aaisp.net (40/10 FTTC) | Virgin Media (50Mb Cable) | Be* Un Limited (ADSL2+) | Zen (ADSL)
Download Maximiser | BIND GeoDNS | Are you being bløcked?
Standard User professor973
(knowledge is power) Wed 07-Dec-16 17:53:46
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: mixt] [link to this post]
 
Ah, but you have not taken senility into account Lol
Standard User 961a
(member) Wed 07-Dec-16 18:02:38
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: professor973] [link to this post]
 
Just don't go transferring any money via bank transfer any time soon!
Standard User b4dger
(knowledge is power) Fri 09-Dec-16 10:55:59
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: b4dger] [link to this post]
 
Just to bring this back to my topic...

Is anyone else on Zen's 'Home Talk Plus' package?
My normal monthly bill comes to £19.20 inc VAT.

Thanks.

Standard User mixt
(fountain of knowledge) Fri 09-Dec-16 11:24:25
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: b4dger] [link to this post]
 
Have you seen this?

https://www.zen.co.uk/userfiles/documents/shared/voi...

Home Talk and Home Talk Plus customers also receive the following benefits

* No call connection, call setup or minimum call charges on calls made to UK 01,02,03,0845,0870 and International calling destinations

* Per Second billing of calls and not to the minute

* A contract term of only 30 days. (Coupled with Zen's unique 30 day broadband contract this makes Zen the only Communications Provider currently offering both line and broadband services for a minimum contract term of only 30 days).

Unless it is the actual duration of the 03* call you've been charge for, and nothing else (so no connection or setup charge). How long was the call for and is this the first time you've made an 03* call on the line?

IDNet Fibre Unlimited 55/10 with Native IPv6
Automated Hourly HTTP×6 TBB Speed Tests (3×IPv4+3×IPv6)
Previous ISPs » Zen (40/10 FTTC) | aaisp.net (40/10 FTTC) | Virgin Media (50Mb Cable) | Be* Un Limited (ADSL2+) | Zen (ADSL)
Download Maximiser | BIND GeoDNS | Are you being bløcked?
Standard User b4dger
(knowledge is power) Fri 09-Dec-16 13:46:21
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: mixt] [link to this post]
 
Hi,
I've never been charged before.
Looking at my bill 0300 number shows as £0 charge but 0345 shows as 44p for 13 minute call.

The email from October informing customers of changes says my package:
"As a Plus package user you will still be able to call geographical numbers starting with 01,02,03 for free".

So it looks like I've been billed in error.
As the Zen rep suggested it looks like I need to call and ask for a refund, but I thought I would start by asking here if others are on my package and seeing the same etc. smile
It would be good if Zen could check their system for this error in case it's not a one-off.

Standard User 4M2
(knowledge is power) Fri 09-Dec-16 15:20:52
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: b4dger] [link to this post]
 
In reply to a post by b4dger:
0345 shows as 44p for 13 minute call.


I'm not on "Home Talk Plus" but on "Home Talk" and a call that I made to an 0345 number lasting 00:05:45 cost £0.1922 (ex. VAT) This may not be relevant to your issue but the calculated cost of your call to an 0345 number looks about right even though it may be a billing error.
Standard User professor973
(knowledge is power) Fri 09-Dec-16 16:38:15
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: mixt] [link to this post]
 
They are obviously ignoring the even better deal at Pulse8 !
Standard User 4M2
(knowledge is power) Fri 09-Dec-16 17:01:03
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: professor973] [link to this post]
 
In reply to a post by professor973:
They are obviously ignoring the even better deal at Pulse8 !


https://pulse8broadband.co.uk/docs/Pulse8-Broadband-... - What deal are you referring to?
Standard User MCM
(knowledge is power) Fri 09-Dec-16 17:01:34
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: b4dger] [link to this post]
 
"As a Plus package user you will still be able to call geographical numbers starting with 01,02,03 for free".
0345 numbers are non-geographic numbers rather than geographical numbers so wouldn't appear to be included.
Standard User ukwiz
(fountain of knowledge) Fri 09-Dec-16 18:26:26
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: MCM] [link to this post]
 
It starts with 03, so they are either lying or incompetent

David

BT (poor) -> Zen (excellent) -> O2 (started well, went downhill -> IDNet (No complaints - but 100GB cap) -> Zen (unlimited-and now ipv6!l)
Standard User MCM
(knowledge is power) Fri 09-Dec-16 18:43:46
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: ukwiz] [link to this post]
 
However it is not a geographic number starting with 3 so rather than lying indictes a failure to clearly communicate what is intended as a some users may not understand the meaning of the words "geographic numbers".
Standard User b4dger
(knowledge is power) Sat 10-Dec-16 10:20:23
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: MCM] [link to this post]
 
As you say 0345 isn't geographical...

Hopefully the Zen rep will be able to clarify?

Standard User ukwiz
(fountain of knowledge) Sat 10-Dec-16 11:37:54
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: MCM] [link to this post]
 
So either incompetent, or not understanding their customers expectations

David

BT (poor) -> Zen (excellent) -> O2 (started well, went downhill -> IDNet (No complaints - but 100GB cap) -> Zen (unlimited-and now ipv6!l)
Standard User MCM
(knowledge is power) Sat 10-Dec-16 16:06:21
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: ukwiz] [link to this post]
 
So either incompetent, or not understanding their customers expectations
Not at all. Zen are quite clear in stating that geographic numbers starting 03 are free and 0345 is not a geographic number. It would certainly help if Zen were to explain what is meant by geographic and non-geographic numbers to aid people such as yourself who do not appear to understand the difference.
Standard User ukwiz
(fountain of knowledge) Sat 10-Dec-16 17:22:14
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: MCM] [link to this post]
 
Not at all. Zen are quite clear in stating that geographic numbers starting 03 are free and 0345 is not a geographic number

Before shooting off about what people know and don't know, it you take a look at what zen say on the phone service landing page:
"Our Line Rental Plus option includes unlimited anytime minutes to 01, 02 and 03 numbers"

Nowhere on that page does it mention geographic and non-geographic numbers.

Get your facts straight before defending zen

David

BT (poor) -> Zen (excellent) -> O2 (started well, went downhill -> IDNet (No complaints - but 100GB cap) -> Zen (unlimited-and now ipv6!l)
Standard User b4dger
(knowledge is power) Sat 10-Dec-16 17:31:50
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: ukwiz] [link to this post]
 
The "geographic" quote may have come from the email I mentioned earlier.
Let's hope Zen come back and clear this up, things are obviously open to interpretation smile

It would still be nice to hear if other Zen customers are on the same £19.20 package as me.

#KeepThingsFriendlyEveryone!

Standard User MCM
(knowledge is power) Sat 10-Dec-16 18:39:51
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call *DELETED*


[re: ukwiz] [link to this post]
 
Post deleted by MCM
Standard User TrishaH
(knowledge is power) Sat 10-Dec-16 22:16:39
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: b4dger] [link to this post]
 
Mine is £18 plus VAT. Home Talk Plus and includes caller display and call waiting.

Anytime I'm not sure if a number is included, I use 'say no to 0870' and most times find a standard land line number.

Standard User b4dger
(knowledge is power) Mon 12-Dec-16 15:58:06
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: TrishaH] [link to this post]
 
Thanks - that's the same price I'm paying if I take off the Call Waiting (£2+VAT) smile

I've just given Zen a nudge via Twitter to see if they can update this thread to say if 0345 numbers are included in my calls package...

Standard User TrishaH
(knowledge is power) Mon 12-Dec-16 16:48:25
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: b4dger] [link to this post]
 
You're welcome.

Trouble is, there's so many of these non-standard numbers, it's hard to remember which are which!

I need an up to date list of this type of number to keep on my desktop for easy reference.

Standard User zeb99
(newbie) Mon 12-Dec-16 22:51:47
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: b4dger] [link to this post]
 
Ofcom appear to be quite clear on this:
Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls.

So if 01 and 02 are included then 03 must be.

I don't believe that there's such a thing as a 'geographic' 03 number, again Ofcom have this to say:
These new numbers allow organisations to have a single national point of contact without consumers having to pay extra to call them.

Both quotes taken from:

https://www.ofcom.org.uk/phones-telecoms-and-interne...

It does sound like Zen have charged you for something that should have been included.
ISP Representative ZenInternetPR
(isp) Wed 14-Dec-16 09:54:04
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: zeb99] [link to this post]
 
Hello,

For customers using any of Zen's "Plus" packages, such as Line Rental Plus, all 03 calls are free. This includes 0345.

If any customers have been charged for 03 calls, this is a mistake, please call into our Customer Billing team on 01706902000 Opt1, Opt3 to arrange a credit. You can check your itemised call history by logging into your Customer Portal account - https://portal.zen.co.uk

Customers not using the "Plus" packages will pay standard rates for the 03xx calls they make - https://www.zen.co.uk/yourhome/phone/

03 numbers are non-geographic numbers charged at geograpic rates.

Thanks,

Zen.

*Link edited - thank you.

Edited by ZenInternetPR (Wed 14-Dec-16 16:32:04)

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User b4dger
(knowledge is power) Wed 14-Dec-16 13:09:46
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Re: Zen Phone - Home Talk Plus. Charged for 0345 call


[re: ZenInternetPR] [link to this post]
 
Thanks for clearing that up - I'll contact your billing team for a refund.

Hopefully you've amended your systems to stop further charges?


EDIT: Your Zen Portal address fails - it should be https://portal.zen.co.uk

Edited by b4dger (Wed 14-Dec-16 13:12:18)

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