My father is having the same problem. He lives in Sydney and has not been able to receive international calls to his landline for over 1 week now. He has friends in Greece and the USA who have not been able to contact him since Saturday 25 April, 2020. His TPG NBN and land line calls were working fine prior to this date.
- We ruled out hardware issues with his handset. We tried 3 handsets and they all were not able to receive international calls yet they all worked fine at my place.
- We ruled out the problem being with the people calling from overseas as I got them to contact me (I am with optus) and they all had no issues calling my land line.
- I contacted TPG via online support the first time and they kept insisting that the problem was with the person overseas.
- I contacted TPG via online support again and they escalated the issue to an engineer when I told them that the same people from overseas were able to contact my optus landline number and not my dad's landline number.
- I tried calling TPG and managed to get through to phone support and waited and waited for 2.5 hours before deciding to hang up on them.
- I received a voice message in my message bank reinforcing again that the problem was with the people overseas. I just keep going round in circles.
It's really frustrating because we all know there is an obvious problem but TPG are not taking it seriously!!! I feel I have hit a brick wall and my next step is the Tellecommunications Industry Ombudsman - https://www.tio.com.au/making-a-complaint.
If anyone else has similar problems, please post so we can try to gain some traction.
I have great news. I was able to get TPG to fix the problem my father had receiving international calls to his landline.
A few days ago I contacted TPG support online and got a service person called Stanley. I had to explain yet again the issues my father was having. Stanley asked me a series of questions to establish where the fault could be. He even made me go and check to ensure my father was using the correct power supply to the router.
There were two things that differed from previous customer support calls.
1. Stanley had taken the number of one of the callers from overseas who couldn't get through to my father's landline and
2. Stanley said he was going to contact TPG's VOIP support team to check for the issue. In previous attempts, I was getting baseless excuses from the internet support team blaming the overseas caller regarding this issue.
The following day the problem was rectified and people from Greece, Germany and the USA were abe to contact my father's landline.
I received a follow up call which I missed with a message saying to check and see if the service was working. I have yet to receive an explanation to the problem.
Anyhow, just happy that it got fixed. Hoping this explanation can assist the other folk out there with problems they may still be experiencing :-)