@jbeagle wrote:
UPDATE
Tuesday, 28 April 2020, 6:08 pm
THE ‘FIX’ ?
Please be advised that your DTMF issue has been resolved by doing route change on your line.
If you wish to share this to the TPG Community, please let the people know that if they are experiencing the same issue they need to report it to TPG with the following information:
A Number: Number of the security gate
B Number: Your TPG home phone number
Time and Date of failed calls: Make sure it is made within 48 hours
Symptoms: Exact detail of failed call. For example on your case, "We press 24# at the gate and it will dial our home phone number. Once call is answered at home we will now press 1 to open the gate but nothing happens we can only hear peep and squeak sound on his end at the gate."
Based from the history of other DTMF issues we received, it appears there is no standard workaround that is being implemented as our Voice Engineers are implementing routing via dialogic transcoders that may need individual re-routes.
Regards,
Iza | ADSL Faults | UserID: 13214
T 13 14 23 | F 02 9850 0813
www.tpg.com.au
My Reply to ADSL Faults
Thank you for the ‘fix’ you have applied to my Security Gate access and getting back with detail that I can add to my case with TPG Community. In my working career of 38 years as a Telecommunication Technical Officer with PMG, Telecom and Telstra, I could not possibly see this as a ‘fix’ and at best it would be viewed as a ‘patch’.
I am sure you are aware that digits sent from phones are Dual Tone Multi Frequency (DTMF) and are two tones combined, unique for each digit, but all tones remain within the voice frequency band. How your VOIP technology is designed to reject or distort these signals, as in my case, is really beyond me.
I don’t see this ‘fix’ as applying to any other situation like I had with a Call Back from Qantas on March 20 (being the initial trigger for this issue) when I was unable to respond to that call when selecting Option 1. I had already waited 3 hours for that Call Back, needless to say, the next Call Back was setup on my mobile!
My VOIP service worked fine for 8 months since installation up until March 20. Now the only time I can send digits successfully from my home phone after the call is established appears to be, like Qantas, or other services operating with menu options for you to choose a specific area/department?
Calls to or from other services over this VOIP network, PSTN or Mobile, will not receive clear DTMF signals on an established call from my home phone, however receive them OK from the far end?
I request that this Ticket #10385869 remain open and be escalated to the highest level within TPG Support so it might be investigated more thoroughly to finality.
Please reply on receipt of this email.
Thank you.
Regards
For those of you reading this post with a greater knowledge of TPG's VOIP Technology are invited to please reply back and/or pass on to TPG Support a solution that really addresses this issue. Thank you. jbeagle
@jbeagle wrote:
UPDATE
Tuesday, 28 April 2020, 6:08 pm
THE ‘FIX’ ?
Please be advised that your DTMF issue has been resolved by doing route change on your line.
If you wish to share this to the TPG Community, please let the people know that if they are experiencing the same issue they need to report it to TPG with the following information:
A Number: Number of the security gate
B Number: Your TPG home phone number
Time and Date of failed calls: Make sure it is made within 48 hours
Symptoms: Exact detail of failed call. For example on your case, "We press 24# at the gate and it will dial our home phone number. Once call is answered at home we will now press 1 to open the gate but nothing happens we can only hear peep and squeak sound on his end at the gate."
Based from the history of other DTMF issues we received, it appears there is no standard workaround that is being implemented as our Voice Engineers are implementing routing via dialogic transcoders that may need individual re-routes.
Regards,
Iza | ADSL Faults | UserID: 13214
T 13 14 23 | F 02 9850 0813
www.tpg.com.au
My Reply to ADSL Faults
Thank you for the ‘fix’ you have applied to my Security Gate access and getting back with detail that I can add to my case with TPG Community. In my working career of 38 years as a Telecommunication Technical Officer with PMG, Telecom and Telstra, I could not possibly see this as a ‘fix’ and at best it would be viewed as a ‘patch’.
I am sure you are aware that digits sent from phones are Dual Tone Multi Frequency (DTMF) and are two tones combined, unique for each digit, but all tones remain within the voice frequency band. How your VOIP technology is designed to reject or distort these signals, as in my case, is really beyond me.
I don’t see this ‘fix’ as applying to any other situation like I had with a Call Back from Qantas on March 20 (being the initial trigger for this issue) when I was unable to respond to that call when selecting Option 1. I had already waited 3 hours for that Call Back, needless to say, the next Call Back was setup on my mobile!
My VOIP service worked fine for 8 months since installation up until March 20. Now the only time I can send digits successfully from my home phone after the call is established appears to be, like Qantas, or other services operating with menu options for you to choose a specific area/department?
Calls to or from other services over this VOIP network, PSTN or Mobile, will not receive clear DTMF signals on an established call from my home phone, however receive them OK from the far end?
I request that this Ticket #10385869 remain open and be escalated to the highest level within TPG Support so it might be investigated more thoroughly to finality.
Please reply on receipt of this email.
Thank you.
Regards
For those of you reading this post with a greater knowledge of TPG's VOIP Technology are invited to please reply back and/or pass on to TPG Support a solution that really addresses this issue. Thank you. jbeagle
I have exactly the same problem since switching to NBN/TPG, our gate code asterix is not accepted, nor can I choose "Option 1.., Option 2..etc from an incoming call.
I have called TPG who have no knowledge of this "never heard of it" "must be a third party problem", and even gave me the direct number for NBN who wouldn't of course deal with me direct.
Has your problem been solved? We cannot admit visitors until the problem is fixed. Help!
