Home phone not working but wifi ok

[Jaman612]

My home phone hasn't worked for I don't know how many months. The internet is all working and we've tried other phones etc but unfortunately no landline for a long time.

[BasilDV]

Hi @Jaman612 

Thanks for raising this with us.

We were able to locate your account using your community details and learned that the status of your phone service is 'Not registered'.

Are you using the provided TPG modem/router? If yes, are you able to send me a PM with the serial number and the make and model of the device?

BasilDV

[Jaman612]

We use an archer router in attached picture. Am I paying for a phone service that I am unable to use?

[Riezl]

Hi @Jaman612 , please be advised that the VoIP service is only provisioned on the TPG supplied modem.

[Jaman612]

So, I cannot have a landline phone unless i use your equipment?

[Jaman612]

My supplied router stopped working after a storm and you wanted to charge me for that so I opted to buy the router I wanted instead. So, you are saying that by supplying my own router I cannot have a phone service. Time for a new provider then.

[Anonymous]

Hi @Jaman612,

We provide the modem for all our NBN plans as they are sold as an Internet & Home Phone Bundle. As the Home Phone component of your bundle is encrypted for security, you will need to use our modem if you are to make and receive phone calls.

I am sad to know that you wish to cancel the service because of this, I will arrange one of our Account Specialists to contact you please drop 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,

My supplied router stopped working after a storm and you wanted to charge me for that so I opted to buy the router I wanted instead. So, you are saying that by supplying my own router I cannot have a phone service. Time for a new provider then.