topic Re: Help! Call Forwarding mins being double charged in Get Support

Help! Call Forwarding mins being double charged

fibi200329 — Wed, 05 Jan 2022 06:35:39 GMT

Hi,

I am currently on the $10 - 50min/50 text plan with phone calls being forwarded to another number and it's worked well for me until recently. However, I noticed that this month, I am being charged for an incoming and outgoing call when a call is forwarded when it shouldn't affect my minutes at all because the call is forwarded to another number. I have attached a picture of my call history yesterday for reference. I am not sure if this is a system glitch or a change in how call forwarding is being charged but hopefully, someone can help me out!

Re: Help! Call Forwarding mins being double charged

Dunkman — Thu, 30 Aug 2018 14:30:17 GMT

@fibi200329

From my understanding, call forwarding does count toward your minutes... See attached knowledge base article....

Talk

Talk minutes are counted whenever you make or receive calls on your phone. Talk time is calculated from the start of a call to when it is disconnected, and includes ring time and call routing. Total call time is always rounded up to the nearest minute. Please note that calls to voicemail and forwarding calls will use plan minutes.

Uses Minutes

Doesn’t Use Minutes

Making a call
Answering a call
Retrieving voicemail messages
Using call forwarding

Calling *611 (the IVR)
Making or receiving calls from 911
Using calling apps when connected to Wifi

Re: Help! Call Forwarding mins being double charged

fibi200329 — Thu, 30 Aug 2018 14:32:55 GMT

Hi Thanks for the reply, so my issue now is that the forwarding mins are being counted twice. If you see my attached screenshot. I will make a call for 4 mins (forwarded) and get charged 4x2 = 8 mins for the phone call.

Re: Help! Call Forwarding mins being double charged

mimmo — Thu, 30 Aug 2018 14:33:32 GMT

Call forwarding does use up minutes. The only way to really tell I'd if your add-on minutes are going down doubled as you suggest or as normal is to take note of the current available minutes left then get a call and check the amount that was deducted.

The call log I believe is just a log of calls. Not sure how it affects minutes. Deducted.

Re: Help! Call Forwarding mins being double charged

fibi200329 — Thu, 30 Aug 2018 14:35:09 GMT

they definitely are being double counted as my plan only started a 3 days ago and i've only made a handful of calls...

Re: Help! Call Forwarding mins being double charged

will13am — Thu, 30 Aug 2018 14:40:17 GMT

I noticed that the log shows an incoming and outgoing line item in pairs with identical durations. I wonder if the way the forwarding is being logged is that the call comes in which accounts for the incoming call line item and then it is forwarded to a different number which accounts for the outgoing line item. It is a pretty expensive process for limited minute plans.

Re: Help! Call Forwarding mins being double charged

Anonymous — Thu, 30 Aug 2018 14:41:39 GMT

Maybe sorta kinda in a way it makes sense. Call comes in to the phone number. Minutes. Oh but wait we have to go out to this other number over here. Minutes.

As @mimmo says...wait to see if the system stops you at 50 minutes of those internal factors or 50 minutes of your human time. (taking into consideration rounding and all of course)

Re: Help! Call Forwarding mins being double charged

Dunkman — Thu, 30 Aug 2018 14:41:53 GMT

I don't think that should be happening. The double counting of minutes for incoming and outgoing for call forwarding. Might need to contact moderator for explaination.

Re: Help! Call Forwarding mins being double charged

will13am — Thu, 30 Aug 2018 14:52:36 GMT

@fibi200329 wrote:
Hi Thanks for the reply, so my issue now is that the forwarding mins are being counted twice. If you see my attached screenshot. I will make a call for 4 mins (forwarded) and get charged 4x2 = 8 mins for the phone call.

The overview page shows the usage counter. It should be easy to cross reference the usage history to the counter. Since incoming and outgoing minutes count toward the 50 minute total, it does look like forwarding to a number does result in so called double counting. This will cost some money, buying a long distance add-on would keep the calling service going after the included minutes are consumed.