This is an update to the problem whereby customers have been seeing "double entries" of calls in their Home Phone (Talk) itemised billing records.

Since the last update, we have written a script to remove all of the duplicated call entries, tested this script and we've now removed the call records. Now that this has been done, we are going to turn "call processing" back on, so you should start to see your itemised calls start to catch up again over the weekend.

We are aware of the route cause of the problem. We receive a number of files from BT, which we use to show our customers the calls that they have made. We received a faulty file from BT which resulted in the duplication of calls. We're going to be putting measures in place into our systems to ensure that something like this won't cause a similar problem. We expect to have a fix in place early next week.

Thank you for your ongoing patience and please once again, accept my apologies for any inconvenience that this may have caused.

Kind Regards,

James Bailey
Customer Support