topic Re: Long distance charges on "Other carrier" in My account

Long distance charges on "Other carrier"

jrpankratz — Tue, 14 Dec 2021 15:54:31 GMT

I am wondering how it can happen that I am offered an unlimited long distance package but still get charges for other carriers? Does anyone else have this problem?

Re: Long distance charges on "Other carrier"

BellPatricia — Fri, 17 Dec 2021 19:19:45 GMT

Hey @jrpankratz. Thanks for your post, and welcome to the Community.

Have you ever used another long distance provider?

What you're describing sounds like you're using long distance with another provider. This is when your Home Phone service is with one carrier, but your long distance is provided through another.

From your home phone you can dial 1-700-555-4141, and that number should tell you who your long distance provider is.

Let the Community know if you have any other questions.

- Patricia

Re: Long distance charges on "Other carrier"

jrpankratz — Sat, 18 Dec 2021 03:30:32 GMT

Hi @BellPatricia

That was very helpful. The 1-700 number says "Your long distance provider is YAK".

What? I have no idea how this happened!

We used to be with Primus, and switched over to Bell a few weeks ago. We were told that the cutover would be handled by Bell. That cutover happened, and then we started getting these charges.

I didn't ask for this, so I'm not sure how to proceed.

Any ideas?

Thanks, again, and thank you for any additional help.

James

Re: Long distance charges on "Other carrier"

BellPatricia — Fri, 24 Mar 2023 17:31:08 GMT

Hi @jrpankratz, thanks for getting back to the Community.

Unfortunately, we're unable to speak specifically to your long distance being with another provider. But, it sounds like you may have experienced what's called 'Slamming'. Check out this CRTC page on LD slamming and what to do about it

Other Carrier long distance charges

Marka47 — Mon, 14 Mar 2022 13:40:13 GMT

I am paying Bell for unlimited long distance calls in North America and also getting charges from “Other Carrier”-Yak Telecommunications- which I never heard of before, for the same phone line, on my monthly Bell bill.
Account at my previous provider Primus Canada, was properly cancelled on August 31/2021, when the switch to the new provider Bell Canada was performed. “Other carrier” charges started on December 2021 bill. Does anybody know how to resolve this, so I do not have to call Bell every month to dispute these charges? Would appreciate it very much.

Re: Long distance charges on "Other carrier"

jrpankratz — Sun, 10 Jul 2022 17:43:16 GMT

I was finally able to resolve this a few weeks ago. I hadn't updated for a while, but as Marka47 mentions, it seems to be a very tough issue to solve. At one point, I even had both a Bell and Primus representative on the same call so that the Bell person could know for sure the Primus had no claim on my service, and had not for many months.

That Bell person ended the call by assuring me that he knew the problem and how to fix it, and it would certainly be fixed by the weekend. It was not fixed. Next month, I had another charge from YAK on my account.

I was so frustrated. I searched all over the Bell pages for help and found a link to escalate issues. I wrote a very nice email on that page, and someone replied. Then it was fixed.

YAK Communications

PTWHY — Fri, 24 Mar 2023 17:26:46 GMT

Has the mystery of the YAK Communications charges been solved? Once I opted to pay Bell for unlimited Canada/US LD, they started adding YAK LD charges for each outgoing call to my account. When I called in, I had difficulty getting an answer. Finally, an the operator said it was because I was not calling a bell home phone. Is this correct? If so, is this not misleading advertising?

Long distance charges from another provider

Huples — Mon, 28 Aug 2023 19:08:34 GMT

I keep getting a monthly charge from yak communications despite trying to cancel it many times.

Re: Long distance charges from another provider

mrkdca — Mon, 04 Sep 2023 02:07:03 GMT

Just adding to this discussion...

Yak seriously jacked up their long distance pricing recently, now to 20 cents/minute. I have spent the last few weeks talking to about 20 or 30 people at Bell, and at least 5 at Yak to try to get my long distance cancelled with Yak. This had been an INCREDIBLY frustrating experience. I am told continuously on phone calls from Bell that the problem is fixed, but it never is. Calling 1-700-555-4141 confirms that Yak is still my long distance provider despite what Bell tells me. On my last phone call with Bell, I was informed that I should get a "confirmation number" sent to me in an email to confirm my cancellation of Yak because my long distance is probably not truly cancelled, despite being told at least 3 times from Yak that my service was "terminated".

Is asking for a "confirmation number" the secret passcode that will finally allow me to rid myself of Yak from my phone line? I've called Yak a couple times since then to get a cancellation e-mail. Still waiting. This all seems like very deceitful practices.

Re: Long distance charges on "Other carrier"

kaki jax — Wed, 21 Feb 2024 21:48:05 GMT

Where did you find that link to escalate issue. I'm on the phone with Bell now and I'm not getting anywhere. AND I was told I can't speak to someone else who could help me.

Re: YAK Communications

jrpankratz — Wed, 21 Feb 2024 22:30:33 GMT

Hi PTYWHY. Yes, the mystery was solved. In my case the problem was not about calling a Bell Home phone. The main problem appeared to be that Bell had not changed over my long distance carrier from YAK (which is the provider for Primus, my previous telco). So while they hadn't change it over, YAK continued to handle my long distance calls, and was charging Bell for them, and then Bell charged me. As mentioned above, it wasn't resolved until it was escalated to someone who knew how to fix it.

The escalation was done from this page:

https://support.bell.ca/Contact-us

At the bottom is a link to resolve a concern.

https://support.bell.ca/Resolve-a-concern

On that page is a nice form to get attention from management.

I hope this helps.

Re: Long distance charges on "Other carrier"

mrkdca — Wed, 21 Feb 2024 23:25:56 GMT

If Bell and/or Yak is not giving you satisfactory responses, I recommend submitting a formal complaint with the CCTS:

Canadian Commission for Complaints of Telecom-television Services (CCTS) - Resolving Consumer Disputes about wireless, phone, internet and TV (ccts-cprst.ca)

It is only after I submitted a formal complaint with CCTS that my problem was solved. And do not believe Bell and/or Yak representatives if they make a claim that the problem is "solved". Dialing 1-700-555-4141 is the *only* accurate way to tell you which company is your long distance provider.

Can't believe this is still happening. So deceitful. Good luck.

Re: Long distance charges on "Other carrier"

Bentley — Tue, 26 Mar 2024 22:20:21 GMT

what was the email you wrote to. I am having the same problem. They are putting zak charges on my 90 year old mothers phone bill yet there is no yak account and techs at bell dont see to be able to fix it.

Re: Long distance charges on "Other carrier"

Ms S — Mon, 20 Jan 2025 22:44:53 GMT

YES! Bell should simply be called frustration!

I have unlimited long distance calling in Canada and to me that means unlimited long distance calling yet I am being billed because a person I called uses another carrier.

how am I to know what carrier someone I phone is using!?

and what is the definition of unlimited long distance calling then!?

Re: Long distance charges on "Other carrier"

dks — Tue, 21 Jan 2025 11:46:08 GMT

Thank you for your question. Unlimited calling refers to the calls that you make. It does not refer to calls made by other, perhaps from other carriers, to you. The party calling you may be using a dial around service or another provider. There is nothing you can do about your caller's choices.

Re: Long distance charges on "Other carrier"

WelshTerrier — Tue, 21 Jan 2025 12:38:35 GMT

Good Day & Welcome to the Bell Community Forum

The Bell Community is a place for you to ask questions, find answers and share your thoughts. It is a peer-to-peer web site. As such we do not have access to your account and billing details.

Before I try to assist you in answering your question, could you please provide the community with further information?

Did you initiate this call or was the call placed by a third party?
Unlimited long distance in Canada > Home phone? or Mobility?
Include your plan details.
Have you reviewed the specifics in your service agreement. E.g. Unlimited Canada-wide calling
Please provide specifics in terms of the other carrier charge.
Third party calling? Operator assisted? 900 /976? Call Forwarding? You can confirm this charge by accessing your MyBell account and selecting the specific. You will be able to view the usage charges, date & time, duration, type of call, etc.

For example, if you have Bell Mobility & you subscribe to a long-distance feature, you only pay your regular airtime charges when you make or receive a long-distance call. The long-distance minutes will be deducted from your feature.

Have you reconfirmed this charge with Bell Customer Service accounts and billing? Please call: 1 866 310-BELL (2355)

Let us know if we can be of further assistance.

Take care.

Re: Long distance charges from another provider

Ms S — Tue, 21 Jan 2025 22:45:42 GMT

I am having the same issue, but I have never subscribed to yak!

dealing with Bell on this issue is a nightmare!

Re: Long distance charges from another provider

jrpankratz — Tue, 21 Jan 2025 23:29:32 GMT

Hello Ms S and others who are struggling with this situation.

I marked one of my previous comments as Most Helpful hoping others would see it, too.

Nobody subscribed to YAK, but if you were a Primus customer then your long distance was going through YAK.

So I'm assuming that with Primus being bought by Rogers, a lot of people are switching to Bell and this problem with YAK is going to sky rocket.

See the comment dated ‎02-21-2024 05:30 PM for what I found to work for me.

It means escalating your complaints beyond customer service and beyond technical support. It goes to a manager or someone who knows how to fix it. At least, that's how it happened for me a few years ago.