Phone calls to 13 numbers not working

[John2125]

For a while now I have been unable to call 13 numbers using my home phone landline.  When I try I am greeted with a shrill tone.  When I first transferred to NBN I could call 13 numbers successfully.  The plan I am on infers it should be possible, but at a pay-as-you-go extra charge.

It appears other people have had this problem too.

What is the solution?

[BasilDV]

Hi @John2125

Thanks for raising this with us.

What 13 numbers are you trying to call? Do you have a prepaid credit for your phone calls?

Is the 13 14 23 number for TPG working?

BasilDV

[John2125]

Hi BasilDV,

I have recently tried 131349 and, in response to our question, 131423.  Neither worked.  I do not recall other numbers.  Records I have show I was able to call 13 numbers till a tleast April this year.

Regards, John2125.

[Riezl]

Hi @John2125 ,please be advised that 13 and 1300 numbers are excluded from your Oz Talk Voice Add-on. Let us know if you have further queries.

[John2125]

Hi Riezl,

According to the attached Critical Information Summary ("correct as at 10 February 2021"), for the TPG NBN SL Bundle, Oz Talk Voice Add-on includes 13/1300 numbers as pay as you go (at 30c per call).  Initially after transferring to the NBN I could make calls to 13/1300 numbers, but not now.

[Anonymous]

Hi @John2125,

The account should have a remaining Prepaid Balance, to check the remaining balance here is an article that you may find helpful, Your Home Phone Optional Prepaid Balance.

Let me know how it will go.

Cheers!

Hi Riezl,

According to the attached Critical Information Summary ("correct as at 10 February 2021"), for the TPG NBN SL Bundle, Oz Talk Voice Add-on includes 13/1300 numbers as pay as you go (at 30c per call).  Initially after transferring to the NBN I could make calls to 13/1300 numbers, but not now.

[John2125]

Hi Riezl,

Thank's for your latest reply.  I have looked further into this problem, including the article “Your Home Phone Optional Prepaid Balance” that you suggested.  I note that article includes the statement, “If you are an existing NBN customer who either signed up, upgraded or downgraded the NBN plan or completed a relocation of service prior to 22 October 2020, you will remain on the existing $20 Home Phone Prepayment.”  I signed up in January 2020, so that should apply to my account.

According to the account record up to March 2021 I had used $10.30 for calls (13/1300 numbers & directory assistance) excluded from the plan and thus drawn from the prepaid balance.  In March 2021, without explanation, TPG deducted an extra $10.30 from my bank account, additional to the regular monthly payments.  That suggests the prepaid balance was restored to $20 then.

Earlier this week my wife successfully rang a 1300 number, but I still cannot ring the two 13 numbers I mentioned earlier (which include the TPG help line).

Another problem I have is that I cannot access my TPG account.  If I try the “Forgot your password?” link, the procedure fails.  This prevents me checking what the latest account details are.

Regards, John2125.

[Anonymous]

Hi @John2125,

I will arrange one of our Account Specialist to contact you and clarify this, feel free to send me a private message with your best contact number and preferred time tomorrow.

How do I private message (PM) in the community

Regards, 

Hi Riezl,

Thank's for your latest reply.  I have looked further into this problem, including the article “Your Home Phone Optional Prepaid Balance” that you suggested.  I note that article includes the statement, “If you are an existing NBN customer who either signed up, upgraded or downgraded the NBN plan or completed a relocation of service prior to 22 October 2020, you will remain on the existing $20 Home Phone Prepayment.”  I signed up in January 2020, so that should apply to my account.

According to the account record up to March 2021 I had used $10.30 for calls (13/1300 numbers & directory assistance) excluded from the plan and thus drawn from the prepaid balance.  In March 2021, without explanation, TPG deducted an extra $10.30 from my bank account, additional to the regular monthly payments.  That suggests the prepaid balance was restored to $20 then.

Earlier this week my wife successfully rang a 1300 number, but I still cannot ring the two 13 numbers I mentioned earlier (which include the TPG help line).

Another problem I have is that I cannot access my TPG account.  If I try the “Forgot your password?” link, the procedure fails.  This prevents me checking what the latest account details are.

Regards, John2125.