1571 turned itself on, we don't want it

[#1]

When we subscribed to homephone we made sure we avoided 1571 as we have a perfectly good answering machine which we prefer to use.  However after a couple of months, 1571 suddenly turned on and diverted calls from the answer machine without us knowing.  We have since missed 7 messages including an urgent SOS from an elderly neighbour.  How can we switch it off, if when we look at home phone its not activated in the first place?  

[#2]

Hiya @cliffrwilliams,

I'm really sorry that answering machine has been switched on and for the inconvenience this has caused, especially with your vulnerable neighbour .

There is no reason as to why this should have happened as no request was placed by us and it looks to have been an error. I have removed this now for you and it will be off in the next 24 hours.

Please get back to me if you need any further help.