Home nbn pone can recieve but not make calls

[samoneturnbull]

Home nbn pone can recieve but not make calls; dial tone for app. 15 secs then dead air.

Followed all recomendations re: restarting connection box and modem, checked connection security and battery condition on home phone.

Please check the status of our number.

Sam

[BasilDV]

Hi @samoneturnbull 

Welcome to the Community!

We were able to locate your account using your community details and understand that you've been in touch with our Tech team. They've advised that the status of your phone service is 'Unfinancial', which means that there's not enough credits for you to use the outgoing calls.

A callback from our Customer support team has been arranged to discuss this further.

If you need further assistance, please let us know.

BasilDV

[samoneturnbull]

Basil, thanks for your reply, makes sense as call charges to mobiles was not communicated well; how do we add extra credit to return the service, it is not self evident from the a/c page.

 Sam

[BasilDV]

Hi @samoneturnbull 

You may access the TPG My account website and log in using your TPG username and password. Look for 'TPG Home Phone Tools' and you'll be able to see the options to add a credit or Prepayment Outside Included Value. 

You'll also notice the option for an Add-on on the given page. You may check the best Add-on for your phone service here.

Cheers!

BasilDV