Why have i been billed for phoning NGN numbers on my sky talk all inclusive package?

[SAC101]

I have just checked my phone bill from Sky and note some calls have been charged for rather than being included in my Sky Talk all inclusive package. On further investigation these calls were to a so called NGN (non geographic number). The number in question relates to Virgin Atlantic. I had assumed that this call would have been included as part of my package. As I was on the phone for over two hours I have been charged over £13 for the call. Not at all happy.

[caesarome]

What were the first few numbers of the phone number you used and how did you find this number was it via a Google search ?

[SAC101]

The number starts 0344

[SAC101]

Not sure if i found the number from Google search, although it is possible that I did

[caesarome]

Calls to 03 numbers are free for up to 60 minutes if you have free minutes with Sky Talk but are chargeable after that I'm afraid. You can check the rate you should be charged via the tariff guide here:

https://www.sky.com/shop/terms-conditions/talk/code-of-practice/tariff-guide/

[TimmyBGood]

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@SAC101 wrote:

 I was on the phone for over two hours

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That's the issue: as @caesarome indicates it's standard practice amongst telcos to limit their bundled call allowance to one hour duration on any particular call and then charge per minute. Wording on the lines of 'hang up and redial to avoid being charged' is boilerplate 'small print' text in contracts and tariff information*, and Ofcom doesn't require the service provider to generate any automated audible notification that the sixty-minute limit is approaching.

* The Sky version (in very small print) is " UK calls to 01, 02, 03 and Isle of Man numbers only (excludes Channel Islands, indirect access, dial-up internet and 070 numbers). Inclusive UK calls last up to an hour, then charged at 22ppm at any time of day, or hang up and redial as often as you like "