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ADSL+2 Connection

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Level 1c

Hi TPG 

 

I have an ADSL+2 and a VOIP phone services that had been working perfectly for the last 7 years. Suddenly, the PPP and DSL on modem lights gone off. Call technical service, customer service and TELSTRA multiple times in the last 2 days and it is going nowhere. There is a problem on the line but TPG and Telstra said they are not the RSP that own that line (or service number). Originally the POTS phone service was with AAPT and then iiNet took over. Applied for TPG ADSL+2 stand alone sercvice in 2011 and transfer voice service from iiNet (POTS service) to TPG VOIP service ($9.99 per month) in 2014. Please investigate this problem for me ASAP as you get a new customer rep each time I call up again and I have to go through the whole process again. Thanks

13 REPLIES
Level 1c

Hi TPG 

 

Any update/progress to this problem please (ticket no. 50024555).

If I don't hear anything by tomorrow afternoon, I have no choice but

to cancel the services and go to Belong(Telstra). It's their telephone line so

things move quickly.

 

Thanks

 

Moderator

Hi @tdh123,

 

Welcome to the community!

 

I would love to help and see what happened on this.

 

I tried to use your given ticket number unfortunately it doesn't match.

 

Kindly, PM me your account details (Username/Customer ID or Contact number associated with the account) I will have this checked.

 

Cheers!

Moderator

Hi @tdh123,

 

Thanks for the details.

 

For security purposes I will delete your post that contain your personal/account detail.

 

I checked your account your internet is not working due to a provisioning issue.

 

I'd like to confirm if your home phone is working at the moment.

 

 

Regards,

Level 1c

Phone is not working, this is a VOIP service, phone connnected to modem. 

ADSL not working so phone is not working also.

Moderator

Hi @tdh123,

 

Internet will not working with out your home phone is working. You need to have the home phone line to be active/working in order for your TPG internet to work.

 

TPG Internet service (ADSL2+ Standalone) rely on the telephone line to work.

 

Regards,

 

 

Level 1c

Ok, Shane, I am sure what ADSL+2 it is (Stand-alone, Off-net, On-net, Nake or whatever....) What I had is a ADSL+2 service that works for the last 7 years and it stopped working a few days ago. Someone somewhere is obviously pressed the wrong button or connected the wrong wiring. All I need is TPG to get this service back to its status before this problem happen. As I mentioned before, this is a VOIP phone connected to the modem and it is not working. I also connect a normal phone to the wall socket and there is no dial tone. You can have a look at my account to see what services I have there. I DO NOT have any other service with any other Telco/RSP. Thanks

Moderator

I understand, @tdh123.

 

However the service that you have with TPG is only a Standalone ADSL2+ and VOIP phone service. As I said earlier the service will only work unless the phone line that you have is active.


You will need to contact  telephone line provider to check the status of the line if it is active or not. Your Standalone ADSL2+ service will only work once the telephone line is active.
 

Regards,

Level 1c

Shane, look like we are going around circle here. I said I do not have a service with any other RSP so how do I know which Telco to ring. I have called Telstra myself and they said it got nothing to do with them. Now this property here is using copper wire (not HFC) so who in Australia beside Telstra own this line (Optus/NBNco?). Now, if I understand correctly, TPG is paying someone a fee every month to lease this line to provide ADSL so if TPG do not spell out who this company is then how do a small customer like me know who to call.

Moderator

Hi @tdh123,

 

I will arrange one of our Account Specialists to discuss this further. Kindly, PM me your best contact number and preferred time today.

 

 

Cheers!