Erroneous outgoing calls to speaking clock

[Vik25]

I've had 19 outgoing calls to the speaking clock charged to my Sky account.  I do not use my landline at all ... for either incoming or outgoing calls (I use my mobile) and most of these calls were made when I wasn't even in the house.  At least 9 of them I was 200 miles away at the time they were apparently made. .  No-one else had access to the property / phone.    Most were a couple / few seconds in  duration but one was over 3 minutes!!  Sky tell me the calls were connected therefore valid and chargeable.  
I've unplugged the landline phone completely now but Sky tell me there is no way to prevent outgoing calls..  Given these 19 were made without actually physically using the phone it seems it could happen again and there's no way for me to prevent it. 

[Mark39]

@Vik25 I'd guess that the calls were made by engineers working on your line for some reason. I'd suggest raising a formal complaint with Sky. Use the webform option here: https://www.sky.com/help/articles/how-to-make-a-complaint

[Vik25]

Thank you., appreciate your response.    I raised it via their complaints and after much persuasion on my part they've applied a 'goodwill' credit.  I even suggested it could be engineers etc but their stance was the same 🙄 

I have an engineer visit booked re broadband issues so I'll quiz them at the time about this too.  I'm more concerned though about having absolutely no control over this.  If engineers testing the line generates call charges then surely they should have a way of cancelling them out so customers aren't negatively financially impacted  🤷🏼‍♀️ Even though there now is no landline phone, there is of course a landline that an engineer could use.  There should be a way to block all outgoing calls ... other providers seem to be able to do it so why not Sky? 

[Mark39]

@Vik25 I can't answer your questions, not being an employee. But I agree with you.

[Jo440]

Hi,

I am also having the same problem as you, they have charged me nearly £100 for the same calls, some made at 3am!  I also have no telephone, and they have also told me there is nothing they can do about it, it's disgusting and I am absolutely fuming they can do this to their customers without even trying to sort it!

[Daniel0210]

@Jo440 

Then as the OP was advised make a complaint as per post 2. 

[Jo440]

I have done thanks, after numerous phone calls and chats I have placed a formal complaint

[Vik25]

I'm now checking my bill on an almost daily basis.  And once I've quizzed the engineer during his visit (end of the month) I shall be making a formal complaint to their Chief Executives Office.  I may even copy my MP in depending on how I'm feeling on the day! It surely must be in contravention of something somewhere,.  For a company to charge for these calls when the customer has no control or protection from such activity.  I mean who calls the speaking clock these days???  Engineers, that's who! I shall update this thread after my engineer visit .... and also how I get on with my CEO complaint.  Watch this space!   

[Jo440]

Good Luck!  I will also post if I get anywhere with my case - also checking my account daily, I literally can't believe this is allowed to happen

[xenon81]

I've never heard of engineers remotely making phone calls to test a line. If an engineer is physically in your home and needs to test the line, they might make a call to a BT/Openreach test number in order to verify the line is working, but they wouldn't dial the speaking clock or any chargeable service.

What has led to the conclusion that engineers are responsible for these calls? Was there a line fault  that Openreach were working on remotely? 

[Jo440]

Neither had i unfortunately before this has been happening to me and the other lady.  It is BT Openreach engineers that are tinkering in anexchange box apparently.  Google it, I have researched today and it is apparently a well known fault that happens and sky are very aware of it which makes it even more disgraceful. 

[Vik25]

There was an outage in my area on 21st July .... the erroneous calls were made between 25th July & 1st August.  Seven of them on one day alone.