NBN Phone service is not working after replacing old modem

[fmazid]

Hi There,

I have an open ticket # xxxxx for this. After replacing the old Huawei modem ( HG-659) with new TP-Link VX420 yesterday, phone connectetion disconnected and also I have Cisco Meraki switch and after swap, some of the applications ( WebEx/Office VPN) are not working via Meraki. Conventional troubleshooting ( i.e : reboot new router/ phone cable plug in / out etc) performed without success ( internet works fine). Since everything was working before modem swap, I assume some config issues with new router. 

Please help since I work from home and  can't afford phone service disruption.  

[Anonymous]

Hi,

Welcome to the community!

We can see that most of the troubleshooting steps has been performed, based on the latest log on the escalated fault, our Engineering Team advised to perform a factory reset on the modem/router.

Note: By doing this, you may need to reconfigure the Wireless Network Name and password.

Let us know how it will go.

Cheers! 

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@fmazid wrote:

Hi There,

I have an open ticket # xxxxx this. After replacing the old Huawei modem ( HG-659) with new TP-Link VX420 yesterday, phone connectetion disconnected and also I have Cisco Meraki switch and after swap, some of the applications ( WebEx/Office VPN) are not working via Meraki. Conventional troubleshooting ( i.e : reboot new router/ phone cable plug in / out etc) performed without success ( internet works fine). Since everything was working before modem swap, I assume some config issues with new router. 

Please help since I work from home and  can't afford phone service disruption.  

---

[fmazid]

Hi Shane,

WebEx connectivity issue has been resolved at Meraki end. So for phone connection, engineering still advice to do for factory reset ? 

Internet is working and I work from home. So last thing I want  to lose internet  connection to restore VOIP. Are you sure there is no provisionng issue for voice in new router ? I was adviced someone from Engneering would call me yesterday but there was none. 

Please suggest   

[Ahra_G]

Hi @fmazid, recent update on the lodged fault indicated that the our Network team is currently checking this. 

I'll have the assigned Engineer to contact you to provide updates. 

Thanks! 

Ahra_G

Hi Shane,

WebEx connectivity issue has been resolved at Meraki end. So for phone connection, engineering still advice to do for factory reset ? 

Internet is working and I work from home. So last thing I want  to lose internet  connection to restore VOIP. Are you sure there is no provisionng issue for voice in new router ? I was adviced someone from Engneering would call me yesterday but there was none. 

Please suggest   

[fmazid]

Hi @Ahra_G   Thanks for your follow up ! 

Will wait for engineer's call. In the meantime, I swapped the cable but didn't improve anything. Since service stopped working after modem swap, I assume its not an issue at local site. As said earlier, internet is working fine  so if you kindly check  provisioning modem with VoIP service. it has been 4 days without phone service ! 

[Anonymous]

Hi fmazid,

We're able to confirm that the issue affecting the phone service has been fixed, let us know should you require further assistance.

Cheers!

 

Hi @Ahra_G   Thanks for your follow up ! 

Will wait for engineer's call. In the meantime, I swapped the cable but didn't improve anything. Since service stopped working after modem swap, I assume its not an issue at local site. As said earlier, internet is working fine  so if you kindly check  provisioning modem with VoIP service. it has been 4 days without phone service ! 

[fmazid · Accepted solution]

Hi @Anonymous, 

Thanks a  lot for your active follow up. 

I can confirm phone service has been restored on Feb 04 around 4:30 PM. Both Incoming and outgoings calls are successful. Appreciate all of your help here.  

[Ahra_G]

We're glad to know that the issue is now resolved, @fmazid!

Should you require further assistance, you may reach out to us again or you may check out our self-help options located here: http://tpg.com.au/support

Cheers! 

Ahra_G

Hi @Shane, 

Thanks a  lot for your active follow up. 

I can confirm phone service has been restored on Feb 04 around 4:30 PM. Both Incoming and outgoings calls are successful. Appreciate all of your help here.