Hold music

jot
Level 2
Level 2

I am experiencing a problem where the hold music that should play is no longer audible to the caller on the other end of the line when I place the call on hold by pressing the recall button on my handset, as part of the call holding or call waiting feature.

The hold music has previously worked when I was with my previous provider, Foxtel Broadband, and when I was first with TPG for about two months. After that, the hold music stopped playing and now it is just silent when the call is placed on hold. While this is not a big deal, the hold music was useful in ensuring that the caller on the other end of line knew that they were still connected to me, but now that it is silent, it can lead to some confusion as to ascertain whether or not the call is still connected.

I would like to make it clear that this hold music issue I am talking about does not at all relate to my handset’s features. It is an ISP provisioned hold music. And no, my handsets are not faulty, they are relatively new. I have two home phones, one being a cordless handset and base system, and the other being a very basic plug and play home phone from back in the day of ADSL. The hold music would play on both handsets when I press the recall button, so contrary to what the TPG Helpdesk agents allege, my handsets are not at all faulty.

Please note for example; when I was with Foxtel Broadband, they played one single track on loop which is this: https://youtu.be/gIGdueTmOkM

When I first joined TPG and the hold music feature actually worked, it played (I think) five tracks, and one of them just happened to be the exact same track that Microsoft Customer Support uses as their hold music, and through a quick Google search, I found the track on YouTube, which is this: https://youtu.be/dqUqm47soSk

On YouTube, I also found one of the other tracks of the hold music that TPG previously used: https://youtu.be/OwOVLAiOwDY

Has TPG replaced the hold music with a silent tone or is my voice service faulty?

5 REPLIES 5
Shane
Moderator

Hi @jot,

 

Welcome to the community!

 

Thanks for raising this to us, we'd love to help and see what causing the issue on the Hold music of the phone service.  To better understand the situation, shoot me a private message with your account details (Username/Customer ID together with the address on file). 

 

How do I private message (PM) in the community

 

Regards,

 

 

I am experiencing a problem where the hold music that should play is no longer audible to the caller on the other end of the line when I place the call on hold by pressing the recall button on my handset, as part of the call holding or call waiting feature.

The hold music has previously worked when I was with my previous provider, Foxtel Broadband, and when I was first with TPG for about two months. After that, the hold music stopped playing and now it is just silent when the call is placed on hold. While this is not a big deal, the hold music was useful in ensuring that the caller on the other end of line knew that they were still connected to me, but now that it is silent, it can lead to some confusion as to ascertain whether or not the call is still connected.

I would like to make it clear that this hold music issue I am talking about does not at all relate to my handset’s features. It is an ISP provisioned hold music. And no, my handsets are not faulty, they are relatively new. I have two home phones, one being a cordless handset and base system, and the other being a very basic plug and play home phone from back in the day of ADSL. The hold music would play on both handsets when I press the recall button, so contrary to what the TPG Helpdesk agents allege, my handsets are not at all faulty.

Please note for example; when I was with Foxtel Broadband, they played one single track on loop which is this: https://youtu.be/gIGdueTmOkM

When I first joined TPG and the hold music feature actually worked, it played (I think) five tracks, and one of them just happened to be the exact same track that Microsoft Customer Support uses as their hold music, and through a quick Google search, I found the track on YouTube, which is this: https://youtu.be/dqUqm47soSk

On YouTube, I also found one of the other tracks of the hold music that TPG previously used: https://youtu.be/OwOVLAiOwDY

Has TPG replaced the hold music with a silent tone or is my voice service faulty?

jot
Level 2
Level 2

Thanks for your message. I've replied with my details.

 

While on YouTube, I've discovered that the hold music that used to play for callers when I'd put them on hold by pressing the recall button on my handset connected to my TPG modem and NBN service seems to be part of a 'FreePBX' phone system. I'm not too sure what that is but I guess that's something you or someone from TPG may be more familiar with.

 

Here are the links to all the tracks of the hold music that used to play when I'd placed the calls on hold:

1) https://youtu.be/GgNefnBIOvo

2) https://youtu.be/ZY5QQhdOuEY

3) https://youtu.be/hBhqynJ2itw

4) https://youtu.be/H6_0WwwVqaQ

5) https://youtu.be/cnVdZuzpqDI

 

I've already tried to get in touch with TPG Helpdesk and the Customer Relations team, but my attempts at resolution are fruitless because they are adamant that these hold musics are a handset feature. I know it is not a handset feature - it has something to do with the VoIP setup. That's why I'm not going to accept anything to the effect of "that is a handset issue" as an answer. I hope you can understand where I am coming from.

Shane
Moderator

Hi @jot,

 

We raised this to our Engineering Team to see if there is an alternative troubleshooting we can do, but we'd like to set your expectation that we do not support this advance feature of handset/phone service.

We did an article about the details of the additional feature of our Home Phone Service, please see link below.

TPG Home Phone (Voice) Features
 

We'll post an update on this thread when it becomes available.
 

Regards,

 

 

 

Thanks for your message. I've replied with my details.

 

While on YouTube, I've discovered that the hold music that used to play for callers when I'd put them on hold by pressing the recall button on my handset connected to my TPG modem and NBN service seems to be part of a 'FreePBX' phone system. I'm not too sure what that is but I guess that's something you or someone from TPG may be more familiar with.

 

Here are the links to all the tracks of the hold music that used to play when I'd placed the calls on hold:

1) https://youtu.be/GgNefnBIOvo

2) https://youtu.be/ZY5QQhdOuEY

3) https://youtu.be/hBhqynJ2itw

4) https://youtu.be/H6_0WwwVqaQ

5) https://youtu.be/cnVdZuzpqDI

 

I've already tried to get in touch with TPG Helpdesk and the Customer Relations team, but my attempts at resolution are fruitless because they are adamant that these hold musics are a handset feature. I know it is not a handset feature - it has something to do with the VoIP setup. That's why I'm not going to accept anything to the effect of "that is a handset issue" as an answer. I hope you can understand where I am coming from.

jot
Level 2
Level 2

Thanks for sending the link to that article. I've had a look at it and I do believe that the hold music is a part of the call waiting feature.

 

"Call Waiting

This feature notifies you of an incoming call on your TPG phone service while you are already on a call. You can place your call on hold to answer the incoming call. To use this service, your phone needs to have either the ‘recall’ or ‘flash’ button. This feature is a free service."

 

As it is stated, when a call is waiting, you can place the call on hold to answer the incoming call. Previously, when a call was waiting, I would be able to place the call on hold and answer the other line, and the call that was placed on hold will hear the various hold music playing (and I've provided links to those specific hold music tracks in my last message). But now, when I place the call on hold, the person on hold does not hear anything - it is just silent.

 

I came onto the TPG Community because I was hoping for a second opinion (but in this case, a third opinion). I have some reservations that the engineers would actually understand my issue, because in the last two times I've had to deal with them regarding the same issue, they didn't understand. Only once has someone from TPG fully understood and was familar with my issue, and that was one of your Level 1 TPG Helpdesk agents. However, the call was disconnected in the process of troubleshooting and I never spoke to her again.

 

If there is anyone else in TPG that is familar with my issue, please get them involved. At the end of the day, I didn't do anything to stop the hold music from playing. It must've been someone else who stopped it. Ultimately, the hold music was there to begin with so that means that someone from TPG provisioned it into my home phone service and its call waiting feature.

 

Thanks for your help!

Shane
Moderator

Hi @jot,

 

We confirmed with our Engineering Team that this is out of our scope they recommend to check it with the Handset Manunfacturer.

 

Let us know should you require further assistance.

 

Regards,