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TELUS Now Charging Me for Unanswered Telemarketing Calls - Anyone else?

YYCMike
Neighbour

I've never been charged for misseed or unanswered calls in the past with TELUS or any other carrier. This changed in November when a couple of our family lines started seeing a bunch of 1 minute incoming calls charged on our bill. Looking at the iPhone call logs, non of these calls were answered. Most appeared to be telemarketing calls.

 

While TELUS happily refunded the charges as a one-time gesture, no one could tell me why I was suddely being charged for missed calls or offer any assurance that it wouldn't happen again in the future. The only solution I was offered was an upsell to a plan with more minutes. I delined and the charges for missed calls continued.

 

I've now concluded my own testing and have found what changed. Apple rolled out Live Voicemail in the fall where voicemail is transcribed while the message is being left, giving you the option to screen calls and pick them up mid-message, similar to how you could with an old school answering machine. This feature was turned on by default during the iPhone software update.

 

It appears the TELUS billing system was not ready for this feature, as every call which goes to Live Voicemail now counts as used or chargeable minutes. When I turn off Live Voicemail (under Settings/Phone), missed calls are no longer billed.

 

I'm not sure if this is system-wide or unique to the plan which I'm on. Check your bills for extra charges or deductions from your monthly minutes. If you are seeing similar behaviour, turn off Live Voicemail and post something to this thread.

5 REPLIES 5

Nighthawk
Community Power User
Community Power User

Out of curiousity, what plan are you on where unanswered incoming calls are being charged? Are you out of the country on roaming coverage? Pre-paid plan that's out of minutes? I've never had a single charge for calls that went to Live Voicemail while I was in Canada.

 

Additionally, turn on Call Control. It's free and will block nearly every single telemarketing call before it even makes it to your phone. 


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I don't know what the plan is called, but it's data focused with a high cost for any minutes or SMS, so I don't typically use it for any calls. All calls charged have been while I was in Canada. Maybe the issue is specific to my plan. Turning off Live Voicemail has fixed it.

 

Has anyone else seen something similar with their plan?

RogersPAYG
Just Moved In

Hi Mike, We are having the very same issue with Rogers Pay-As-Go. Since 2023, we got charge for every single missed or cancelled calls in addition to Spam Texts. We have been with this plan for more than 10 years and the $100 prepaid used to last for a year but this year we have to top up 2 times already without making any call. The Live Voicemail from our phones have already turned off but the charges kept coming for missed / cancelled calls. Rogers told us that once the incoming call hit Rogers network, we will be charged no matter the call is answered or missed. We told Rogers that we had never been charged for missed / cancelled calls until mid of 2023. Rogers said that the charge is always there.

RogersPAYG
Just Moved In

We are currently having the very same issue with Rogers Pay As You Go. $100 prepaid would normally last for a year but since mid of 2023, we noticed that we have been charged for missed or cancelled calls and have to top up twice within the last 10 months. We brought it to Rogers attention to be told that we are always being charged for missed or cancelled calls. We checked and the Live Voicemail on our phone is off. Is there anyway to avoid further charges. Rogers refuses to assist. 

Nighthawk
Community Power User
Community Power User

This isn't a Rogers forum and Telus has no relation to Rogers. If you are having issues with Rogers, you'll need to post on their forums here.


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