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Bpay by phone over NBN HFC - engaged signal

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PhilipTrinham
Level 2

We recently switched to NBN via HFC and the internet connection seems solid as is use of the phone for speach.  However when trying to use Bpay with the phone we only get an engaged signal from the bank.  Same when trying another handset, same when dialing a different bank.  Mother finds phone banking easier particularly by using a full sized phone with real buttons.

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Accepted Solutions
david64
Level 11

Hi @PhilipTrinham . Which phone plan do you have?

Are these bank phone numbers all "13" numbers? Have you made a pre-payment for non-included calls?

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5 REPLIES 5
Shane
Moderator

Hi @PhilipTrinham,

 

Thanks for bringing this to our attention, If you are trying to use Bpay to make a payment with your TPG service. Unfortunately at present, we only accept credit card and direct debit for the monthly automatic debit.

 

If you wish to make a payment online, you may check the article below.

 

Update Credit Card or Direct Debit payment details or Re-try a Failed Payment securely online

 

Let me know how it will go.

 

Cheers!

 

 

We recently switched to NBN via HFC and the internet connection seems solid as is use of the phone for speach.  However when trying to use Bpay with the phone we only get an engaged signal from the bank.  Same when trying another handset, same when dialing a different bank.  Mother finds phone banking easier particularly by using a full sized phone with real buttons.

david64
Level 11

Hi @PhilipTrinham . Which phone plan do you have?

Are these bank phone numbers all "13" numbers? Have you made a pre-payment for non-included calls?

View solution in original post

PhilipTrinham
Level 2

Shane,

 

Thankyou.  We made no arrangement to pay TPG by Bpay.  It is for paying any other bill where we have an arrangement.  We cannot get that far because calling the bank results in an engaged signal.  It has been suggested (by a Telstra shop) that Bpay by a phone connected to NBN over HFC shoud work and that it may be that the signal is corrupted.  We called 2 banks and got the same engaged signal.

 

We have noticed that the dial tone is louder and more echoy than it was via the copper POTS line.  Is there some line check that can be done to see if the line is too noisy?  Is there some configuration required to permit using a phone for Bpay activity?

 

Thanks again,

Philip

PhilipTrinham
Level 2

David,

 

Yes it is 132032 for Westpac.  With setting up NBN we paid $10 toward unincluded calls plus committed to $10 monthly for calls to mobiles (Oz Talk Add-on).  Our call log inludes only 2 calls to a mobile, not the attempted calls to the bank.  When the account site is available i will look closer at whether the pre-payment occurred.  Please stay tuned.

PhilipTrinham
Level 2

David,

 

I made an additional payment of $10 and calling to 13 number now works.

Looking back at recent TPG invoices does not show the original charge for pre-payment, so that is the answer.

Thankyou

 

Shane,

 

Thanks for checking in, my suggestion of a line check is not required as the issue was financial.  It would be good if we received some notification of attempting to call out without sufficient funds, either on the same call in place of an abrupt engaged signal or later via email.

 

Thanks to you both for helping.