Landline not working - cannot receive, nor make calls

[irenero27]

Been literally months since my landline has worked (and probably even longer if I'm being honest as I rarely need to use it).   Everytime I contact support, they just tell me they'll investigate and then reset my modem with no warning (happened today whilst I was working at home so not ideal at all) and then I don't hear anything until I have to log another job.  Contacting support seems useless.  One text message told me the issue was resolved and I then had to text back with a screen shot of the app showing the Voice Service is offline.  So the support person seemed to just want to close the ticket.  Terrible service. It's not my issue - it's a TPG issue as I have tried a different handset and a different cord etc.  I don't know why it's so difficult to fix. 

Edit: I have a VX220-G2v TP Link modem - and based on what I can find on the internet this is the issue. TPG needs to send me a modem that will support VOIP!  And hire support ppl that actually know what they are doing.

[david64]

Hi @irenero27 . What type of NBN connection do you have?

What type of handset do you have?

What phone plan are you using with your internet?

What failures do you get?

No dial tone?

Dial tone but call does not go through?

Doesn't ring when called?

Always engaged when you call it?

[irenero27]

Yeah, good call @david64 - I saw other posts on here were getting a response from TPG so I figured I'd try this avenue to vent a bit.  Apologies for the lack of thoroughness...after Googling some more I'm convinced it's the modem they gave me which for some reason is not picking up the voip service... I've found multiple other posts suggesting this too.  Anyway, some answers for you/everyone:

* Handset is a Uniden 6.0

* I'm on an NBN FTTN 50 with Voice plan

* When I try to make a call, I dial a number, it makes the sounds of the digits but then does long beeps and nothing goes through. When I call to the landline it says "Call could not be connected at this time.  Please try again later.  OCA0188"

* I have looked through this community page and others outside for answers and nothing definitive to solve my problem other than suggesting it's the hardware that's not configured.  Have done all the troubleshooting like changing handsets, changing cables, resetting modem etc.  Contacted TPG multiple times now and they have not been helpful at all.  Since I can't do troubleshooting via the modem admin portal (since there is no Telephony option and it seems to be a hardware config issue), I am left with contacting TPG who just keep resetting my modem thinking that will solve the issue when it doesn't.   Sigh.

[david64]

@irenero27 . Since you can't receive incoming calls, TPG has mis-configured their VoIP server or your router.  They can remotely update your router.

Email notification from Community is not working.

You can try them in Facebook. This link takes you straight to TPG's Facebook inbox:  

http://m.me/tpgtelecom

[david64]

Email notification from Community is not working.

You can try them in Facebook. This link takes you straight to TPG's Facebook inbox:  

http://m.me/tpgtelecom

[Jacob_Bowz]

Let's get your landline connected again, @irenero27! Send through a private message and we'll work hard to help you make and receive calls.