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Can't receive calls on our home phone from our Optus mobile

BarryMay
Level 2

Hi there

 

We have an internet and home phone service with TPG via the NBN.  We have been experiencing a problem where we cannot ring our home phone using our mobile phone which is with Optus.  When we try and ring it we just get an engaged signal and it doesn’t ring.  Other people can successfully ring our home phone from their home phones and mobiles and our son who also has an Optus mobile can ring our home phone.  We can ring many other numbers with our mobile phone without any problems and have not experienced the problem with any other numbers.

 

As an experiment, our son took the sim card from our Optus mobile phone and put it in his mobile phone and he found that he couldn’t ring our home phone.  When he put his own sim card back in his phone a few minutes later, he was immediately able to ring our home phone.  We have tried plugging the home phone directly into the modem and this didn’t make any difference.

 

We’ve noticed that others in the TPG community have experience similar issues with receiving calls from Optus to an TPG phone and were wondering if there is a solution or whether TPG can look into our issue.

 

Thanks

5 REPLIES 5
Angeli
Moderator

Hi @BarryMay,

 

Welcome to TPG Community!

 

We strongly recommend that you contact your mobile service provider regarding the issue on your outgoing call/s. We can confirm from our end that our telephone service does not have incoming call restrictions. Let us know if you need further help.

 

Regards,

Angeli

BarryMay
Level 2

Hi Angeli

Since our last post we have become aware that the issue is much more widespread than we originally thought.  We've now been contacted by a number of business compaining they can't get through to our phone and a number of friends and relatives have also complained.  All of them are complaining that they get an engaged signal, yet our phone simply doesn't ring.

We've done a test where one friend couldn't get through so they rang our mobile and advised us and our son immediately rang the home phone and it worked fine.  The attempts were separated by less than a minute and we didn't touch the home phone during that time.  The problem appears to affect random people, although those that are affected are never able to get ti to work, and those that can call us never have a problem - there is no common pattern.  Some are calling from mobiles, some are calling from their home phone and they are all using different providers, including Telstra, Optus, Vodafone and others.  The common thread appears to be our TPG home phone service when so many people from so many different other phone providers are have the same issue calling our phone.

How do we get a technician at TPG to look into our problem?

Anonymous
Not applicable

Hi BarryMay,

Thanks for the additional details. We'd love to help raise this to our Technical Team for investigation, shoot me a Private Message with your account details (Username/Customer ID together with the address on file) also include your best contact number and preferred time.

How do I private message (PM) in the community

 

Regards,

 

 

Hi Angeli

Since our last post we have become aware that the issue is much more widespread than we originally thought.  We've now been contacted by a number of business compaining they can't get through to our phone and a number of friends and relatives have also complained.  All of them are complaining that they get an engaged signal, yet our phone simply doesn't ring.

We've done a test where one friend couldn't get through so they rang our mobile and advised us and our son immediately rang the home phone and it worked fine.  The attempts were separated by less than a minute and we didn't touch the home phone during that time.  The problem appears to affect random people, although those that are affected are never able to get ti to work, and those that can call us never have a problem - there is no common pattern.  Some are calling from mobiles, some are calling from their home phone and they are all using different providers, including Telstra, Optus, Vodafone and others.  The common thread appears to be our TPG home phone service when so many people from so many different other phone providers are have the same issue calling our phone.

How do we get a technician at TPG to look into our problem?

BarryMay
Level 2

So TPG support arranged to call us between 1.00pm and 2.00pm today to do some tests on our phone. Because we aren't very technical we arranged for our son to come over and visit so that he can help with the testing.

TPG didn't ring us as promised which is very annoying as it was a 2.5 hour drive for our son to come here which turned out to be a waste of his time.

We are very disappointed with TPG...

Ahra_G
Moderator

Hi @BarryMay,

 

We have created an article for issues associated with Homephone: Troubleshooting No Dial Tone - TPG Home Phone/Voice Service 

 

I've had a look at your account and can confirm that after lodging a fault to our Engineering team, the issue is now resolved. 

 

Should you require further assistance, you may reach out to us again or you may check out our self-help options located here: http://tpg.com.au/support

 

Cheers! 

Ahra_G