Phone not working

[Hugo]

Have dial tone but cannot make calls in or out. Internet is unaffected. When I dial the number from my mobile I get the message: "Cannot connect at this time please try again later. oca0188" . I rely on this phone for my home business. Phoning TPG gets a recorded message directing me to online chat but and online chat is a dead end as there are no tech support staff available. Do I just wait for the problem to resolve itself or is there a quick fix available

[David_M]

Hi @Hugo 

Thanks for your query!

Let me have a look for you, and I will get back to you ASAP.

There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download

Regards,
David_M

[David_M]

Hi @Hugo 

I checked the status of your NBN-HFC 50/20 service, and all tests are passing and modem is registered.

I can see your phone number registered as normal in our systems also.

There may be a short term outage with NBN.

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

Check our Service Status at http://www.tpg.com.au/servicestatus 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
https://community.tpg.com.au/t5/Broadband-Internet/How-to-Check-for-NBN-Network-Outage/m-p/45557#M17...

If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link https://www.tpg.com.au/support/problems_connect_internet.php

We also recommend having a read of these community articles, which may help resolve your issue:

Troubleshooting Problems with TPG Home Phone Calls
https://community.tpg.com.au/t5/Testing/Troubleshooting-Problems-with-TPG-Home-Phone-Calls/m-p/24337...

Troubleshooting No Dial Tone - TPG Home Phone/Voice Service
https://community.tpg.com.au/t5/Featured-Articles/Troubleshooting-No-Dial-Tone-TPG-Home-Phone-Voice-...

Regards,
David_M

[Hugo]

Hi David

I checked and there are no outages in the area but like I said, our NBN internet connection is not affected. It is just the phone. Getting a dial tone but cannot make calls out and calls in get the message "cannot connect at this time, please try again later." Looking at problems posted on the forum, this does not apear to be an isolated incident I am experiencing.

[Hugo]

So that is the extent of the support? Three or four suggestions that are not relevent to the problem and then no reply at all? The sooner I switch back to Telstra the better wouldn't you agree?

[David_M]

Hi @Hugo 

I have escalated this to our VOICE Team for further assistance.

Someone should call you back within the day.

Give us a little more time to fix your issue.

Regards,

David_M