topic Re: RE: 123 call charges billed for and not made in Billing

RE: 123 call charges billed for and not made

jtcranes — Wed, 04 Mar 2026 13:32:10 GMT

E: 123 call charges billed for and not made

Being charged for calls made to 123 the speaking clock on my bill every month. Called BT and they have and have been given no solution but on reading here there seams to be a common fault. I have escalated my complaint as they tell me that they cant refund me the money and we must be making the calls, told them that i could give them CCTV showing that no one is in the office at 03.14 in the morning that could be making these calls. This is so frustrating trying to get to the bottom of this as i seam to be going around in circles. how has anyone else solved the issue of this i would love to know or maybe we as a business have come to the end with BT and need to move on

Re: RE: 123 call charges billed for and not made

BethM — Wed, 04 Mar 2026 14:36:27 GMT

Hi jtcranes

Are you using an old analogue phone line still or are you on a digital phone service?

Re: RE: 123 call charges billed for and not made

jofra886archer — Fri, 13 Mar 2026 11:03:31 GMT

Hello,

Standard engineers often just check for a dial tone. You need an SFI engineer. They have more sophisticated equipment to check for "high resistance" faults or "battery contact" issues that can cause phantom dialing. Mention that you suspect "Loop Disconnect" phantom dialing.

Re: RE: 123 call charges billed for and not made

AlanM1 — Fri, 13 Mar 2026 11:33:26 GMT

Thanks for sharing this — I can imagine how frustrating this must be, especially when the calls are appearing at times when nobody is in the office. You’re definitely not alone, and there are steps that can help get this properly investigated.

A few things worth knowing:

1. Phantom or misrouted 123 charges aren’t normal
These can occur if there’s a line fault, crossed line, router or system dialling out, or an issue with older connected hardware. The fact you’ve got CCTV showing no one on-site at 03:14 is helpful evidence.

2. Make sure your line is checked by BT Business Faults
Before billing can correct anything, the network team needs to confirm whether there’s a wiring, routing, or line issue.

🔧 Report a line or broadband fault:
Help and support | BT Business

3. If you already have a complaint open or need it escalated further
The complaints team can pick this up, review the case history, and escalate it where needed.

📌 BT Business Complaints:
BT Business Complaints

4. Once a fault is confirmed, incorrect charges can be corrected
If BT identifies the cause as a network or routing issue, the charges can be reviewed and credited.

What to do now:
Go through the links above to get this formally checked and escalated. Those teams have the ability to run the deeper diagnostics needed and resolve any incorrect 123 charges if a fault is confirmed.

You’ve definitely done the right thing by raising this — and following the routes above should help you finally get to the bottom of it.