Home phone not working but there is dial tone

[carolbee]

I recently had a problem with my modem and it had to be replaced. The internet is working fine since then but  something also happened to my home phone at that time. I can't make or receive calls. I have dial tone but when I try to make a call I hear a long continuoous beeping sound. If I call the home phone using my mobile I get a recorded message saying the number is not connected. 

[Riezl]

Hi @carolbee,

Welcome to TPG Community!

We have located the account using your community details and we were able to check the status of your service.

The modem's information has been updated on our system to allow the VoIP service to work. In fact, your VoIP service shows that it is currently registered and should be working.

However, we would like to investigate what is causing the issue and we have arranged a specialist to contact you before 3pm QLD time today for assistance.

Should you have a preferred contact number and time, please send it via private message. Thank you.

[carolbee]

Hi Riezl,

I don't know what you did but the problem is fixed and the phone is now working!  I tried it just now! Thank you so much.  I won't be needing that phone call today now!

Many thanks again.

[Riezl · Accepted solution]

Glad to know that the issue has been resolved, @carolbee.

Feel free to message us should there be any issues. Cheers!

[jpawelec]

Hello.

I am having a similar issue.

Recently connected to the NBN, internet is all good but I can't use my home phone. It is connected to the router directly using Phone 1 and I have a dial tone. However, when I try to make a call I get a continuous beep and when I try to call my landline number, it says the number is incomplete or not connected.

Can you please check and advise?

Jason

[Riezl]

HI @jpawelec,

Welcome to TPG Community!

We have located an account using your community details, but we'd like to make sure that we got the right one.

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

[Riezl]

Thanks for sending the details via PM, @jpawelec. We'd like to arrange one of our senior technical specialists to contact you to address this concern. Can you PM us your best contact number and most convenient time to receive a call for troubleshooting?

[Riezl]

Thanks for providing the contact details via PM, @jpawelec. We can see that our Technical Team has been in touch and the issue has been raised to our Escalations Team,

Further updates will be provided by the assigned technical specialist as soon as it becomes available.

Let us know should you have further queries. Thank you.

[rambo]

Not exactly the same but almost.

My phone has a dial tone but doesnt recieve calls but can make them.

This may have been going on for some time as I didnt know until someone told me they couldnt get through.

I had issues with the modem (NBN related) about 6 weeks ago and something may have happened then.

[Riezl]

Hi @rambo,

For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.

Check our Service Status page for any known outages.

If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage

If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link : Troubleshooting No Internet Connection

If the issue is particular with the home phone, these articles may also help :

• Troubleshooting Problems with TPG Home Phone Calls
• Troubleshooting No Dial Tone - TPG Home Phone/Voice Service

Should you need further assistance, feel free to search community for help or chat with us at https://www.tpg.com.au/support/contact/  and we'd be glad to assist you.