Lack of mobile network coverage

[hoamin]

I have been ringing and emailing TPG since 29 December about lack of network access in my home. Have not had any response from TPG.

Have had to go to my office to be able to communicate with clients. Now no-one can contact me. There is a message that the line has incoming call restrictions - not from my phone, no amounts owing.

I can now only call out, except from home, and no calls in. I still have had no communication from TPG, but unless they remove call restrictions, the only way they can contact me is by email.

Have spent hours on the phone, but operators always seem to find a way of dropping the call without any resolution of the issue. I need the phone for business and a family member is in palliative care and I need to be contactable.

[hoamin]

Another day goes by, still no response from TPG.

Does this mean that no-one has an answer, or because no-one cares?

[hoamin]

Another day, still no contact from TPG.

This morning I am finally able to use my mobile at home to make outgoing calls, but no-one can ring my phone because it still has incoming call restrictions.

Why has no-one from TPG contacted me to explain why there are restrictions on my phone. I have been paying bills on time to TPG for over a decade and TPG simply will not communicate about its service issues.

[Anonymous]

Hi @hoamin, we are sorry to know that you are having issues with the service and we apologise for the inconvenience this has caused you. Please send us a private message with your TPG customer ID, Mobile Service Number (MSN) and complete address so we can pull up the account and help get to the bottom of this.

To send a PM, please refer to this link: How do I private message (PM) in the community

[hoamin]

My mobile is 0400 415 400. I raised the initial issue of no network connection in my home on 29 December. After days of emails and phone calls with no constructive contacts from TPG I submitted a complaint to TIO, but have continued to spend hours each day emailing and phoning, with no communication from TPG. Hence the complaint to TIO.

This morning I had connection at home, yet to be confirmed when I go home tonight.

But a new problem has arisen. I can still call out on my mobile, but no-one can ring me. The message is that the number has incoming call restrictions. For two days now I have been emailing and phoning. I received an email from Sheryll of TIOresolutions. After several phone calls I managed to speak with her to explain why this needs to be fixed ASAP. She assured me that I would be contacted by a mobile specialist within the hour. I just tried to ring her to say that has, as usual, not happened. My mobile still has incoming call restrictions and no-one has called me to explain why.

I am getting increasingly furious and frustrated with the lack of communication from TPG. I am absolutely disgusted.

[Anonymous]

Hi @hoamin,

We apologise if you feel that way, we will chase this with the assigned Complaints Resolution Case Manager handling this case for additional reference on the ongoing investigation. On the other hand, we've seen that you have been in contact with one of our Mobile Specialists and advised to arranged a they will call you today. Make sure to keep your mobile phone available, let us know how it will go. 

Regards,

My mobile is 0400 415 400. I raised the initial issue of no network connection in my home on 29 December. After days of emails and phone calls with no constructive contacts from TPG I submitted a complaint to TIO, but have continued to spend hours each day emailing and phoning, with no communication from TPG. Hence the complaint to TIO.

This morning I had connection at home, yet to be confirmed when I go home tonight.

But a new problem has arisen. I can still call out on my mobile, but no-one can ring me. The message is that the number has incoming call restrictions. For two days now I have been emailing and phoning. I received an email from Sheryll of TIOresolutions. After several phone calls I managed to speak with her to explain why this needs to be fixed ASAP. She assured me that I would be contacted by a mobile specialist within the hour. I just tried to ring her to say that has, as usual, not happened. My mobile still has incoming call restrictions and no-one has called me to explain why.

I am getting increasingly furious and frustrated with the lack of communication from TPG. I am absolutely disgusted.

[hoamin]

I am getting increasingly frustrated. My problem started in December as a lack of coverage in my home. That was resolved, but a new problem arose - I had incoming call restrictions on my phone. I could ring out, noone could ring me. That was finally corrected by a technician tweaking settings on the backend.

The resolution to the second problem has created a third. When I ring clients the system prevents my number being forwarded. My call shows up as Anonymous and many clients will not answer it. If I leave a voice message I have found that many people do not check voicemail, they rely on missed calls and I do not get a call back.

I have been calling "service", have followed up TIOresolutions for whom I had a direct line, all I have got is the message that it has been referred to the Mobile Team, but I am still Anonymous. I have an outgoing message "Host line identification restriction is rejected"

my account 3706569, mobile 0400 415 400.

[Ahra_G]

HI @hoamin, 

We apologise for the inconvenience this has caused you. 

Recent update showed that a member from our Mobile Support team has contacted you and confirmed that your mobile service is now working. 

Should this not be the case, let us know so we can chase it with the relevant team. 

Regards,

Ahra_G