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Calls to home phone fail. "The number you dialed is not available on this connection"

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Level 1c

OVERVIEW

Calls to my home landline fail intermittently from callers in the UK and Germany.

The caller hears 3 ring tones, followed by this message:  "The number you have dialed is not available on this connection".  Details are below.

 

What is the cause of this failure?

How can it be avoided?

 

Thank you.

 

DETAILS

The callers have correctly composed my home phone number.

They have called my number regularly for 20 years and they are familiar with making international calls.

Callers from both the UK and Germany have described the same fault.

The problem has only occurred after we subscribed to TPG.

The problem did not occur when we were subscribed to Telstra.

 

For example:

(1) We successfully called a UK number yesterday.

(2) After approximately 45 minutes the call was disconnected for unknown reasons.

(3) The UK caller immediately called back but the connection failed with the above message.

(4) The UK caller immedaitely attempted a second callback.  This also failed as in (3)

(5) The UK called attempted a third callback.  This succeeded and the coversation continued.

9 REPLIES 9
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Moderator

Hi leonstrauss,

 

Could you provide me your CID? I could check your service

Pm that data

Thanks

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Level 1c

TPG customer ID 6429558

Please advise if you need anything else.  Thanks.

 

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Moderator

Hi @leonstrauss, we'd like to arrange one of our senior technical specialists to contact you for assistance. Please send us a private message with your best contact number and most convenient time to receive a call for tomorrow.

 

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

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Level 1c

Responding to questions from BasilDV.

 

>When the international call was disconnected, did you notice if your internet was disconnected as well?

No we did not observe any interruption to our internet connection.

 

>Also, what time did it occur?

This does not occur at any particular time.

It usually occurs during the evening in Sydney i.e. morning in UK/Europe.  This is simply the most convenient time for UK/Europe callers to call us.

 

>Do you turn Off the modem every night?

Yes, we turn off the modem every night.

 

>Is the modem and home phone connected to the same wall socket via filter/splitter?

Yes the home phone and modem are connected through a filter/splitter.

 

I hope this helps.

Thanks.

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Moderator

Thank you @leonstrauss

 

We'll provide this to our Senior tech team and have someone to call you tomorrow between 10AM - 12NN to check on this further.

 

BasilDV

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Level 1c

Current status of this query ...

 

The original question "What is the cause of this failure?" has not been answered.

 

TPG suggested that the overseas callers request assistance from their local telecom providers.

The result ... the overseas telecom providers suggested that we request assistance from TPG.

 

Note that the intercept message is spoken in English with an Australian accent.

This suggests that the message originates somewhere in Australia.

 

Messages from providers in other countries are typically spoken in the local language e.g.

callers from Germany would hear messages in German, callers from Greece would hear messages in Greek etc.

 

Surely someone somewhere must understand where this message comes from and what it really means.

If it means there is congestion on the lines, it should say that.  If it means some ofther kind of failure it should explicitly say that.

To say that the number is not available is misleading, because callers can connect at other times.

 

Any further comments from TPG?

Thanks.

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Level 1b

@McDVOICE wrote:

Current status of this query ...

 

The original question "What is the cause of this failure?" has not been answered.

 

TPG suggested that the overseas callers request assistance from their local telecom providers.

The result ... the overseas telecom providers suggested that we request assistance from TPG.

 

Note that the intercept message is spoken in English with an Australian accent.

This suggests that the message originates somewhere in Australia.

 

Messages from providers in other countries are typically spoken in the local language e.g.

callers from Germany would hear messages in German, callers from Greece would hear messages in Greek etc.

 

Surely someone somewhere must understand where this message comes from and what it really means.

If it means there is congestion on the lines, it should say that.  If it means some ofther kind of failure it should explicitly say that.

To say that the number is not available is misleading, because callers can connect at other times.

 

Any further comments from TPG?

Thanks.


Happy to hear that! Your comment made mine.

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Level 1c

Still no useful response from TPG, either here in the Community, or from TPG Techops.

Up until now we have always been very happy with TPG's technical service.

But in this case, TPG have not presented any real explanation for the cause of this message.  Very disappointing.

 

We are planning to move our internet from ADSL to NBN.  We have noit yet selected a NBN provider.

We are losing confidence in TPG's technical support, and this may force us to select another NBN provider.

 

Come on TPG, I know you can do better than this.  Hope to hear from you soon.

Thanks

 

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Moderator

Hi @leonstrauss

 

As advised by our Tech team, the international incoming calls did not hit the TPG network in which we don't have any means to trace these failed calls.

This should be investigated by the third party service provider as to the route of the calls that was made using their service.

 

BasilDV