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Troubleshooting issues with Incoming/Outgoing Calls on TPG Mobile

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Incoming/Outgoing Call Troubleshooting Guide

 

This support article will assist you with Incoming/Outgoing Call issues:

  • Basic troubleshooting for Incoming/Outgoing Call issues
  • How to check if an Outgoing Call restriction is active

 

 

Basic Troubleshooting for Outgoing and Incoming Calls

 

  • Restart your phone. Switch your device off and then back on to refresh your network connection.

  • Check if you're in a TPG mobile coverage area. Use the Coverage Checker to make sure you are in a coverage area. The Coverage Checker will also indicate if the signal at your location is strong enough for indoor and outdoor usage, or outdoor usage only. TPG Mobile is powered by the Vodafone network.

  • Check for any outages. Visit our Service Status page to see if there are any known network issues that might be causing the problem.

  • Make sure that your mobile handset is not locked to another provider.

If you purchased your mobile handset from another provider, it may be network locked to that provider. You can contact the provider to unlock your phone. Please click here for more details.

  • Airplane mode. Make sure your device is not in airplane/flight mode. Please consult your mobile handset's manual if you are not sure how to check your handset.

  • Check your SIM card. Make sure that your handset's SIM card is properly inserted.

  • Network selection. Check in your settings that your phone is set to automatically select a network. If your phone is already set to automatically select a network, try to manually select your mobile Network Provider to Vodafone. You may need to turn the phone off and then back on again for the change to be in effect. 
    • For iPhones:
      • Go to Settings>Cellular / Mobile>Network Selection>Switch off Automatic Option
      • Wait for the list of Mobile Providers to appear, then choose TPG / Vodafone on the list and test the service
    • For Android Phones:
      • Go to Settings, look for Mobile Network>Network Operators>Choose a network manually or
      • Go to Settings, look for Mobile Network>Carrier>Switch off Automatic Option
      • Wait for the list of Mobile Providers to appear, then choose TPG / Vodafone on the list and test the service
  • Network mode. Check that your device's network mode is set to automatic. If you have a 4G device in a 4G coverage area but you are only able to connect to 3G, make sure that 4G is switched on. You may also trying switching from 4G to 3G if you’re having issues with 4G.
    • For iPhones
      • Go to Settings>Cellular / Mobile>Cellular Data / Mobile Data Options>Voice & Data>
      • Choose between 3G and 4G (LTE) and check which network would give you the best service
    • For Android Phones
      • Go to Settings>Look for Mobile Network>Network Mode
      • Choose between 4G/3G/2G Automatic, 3G/2G Automatic and 3G only and check which network would give you the best service

  • Active Call Diversion. If incoming calls are diverting to an invalid or disconnected number, dial ##002# and press the call button to remove all active diversions on your phone.

  • Do Not Disturb. If Do Not Disturb is active, incoming calls are silenced or may not push through.

 

To check if Do Not Disturb is active:

 

Settings > Do Not Disturb > Do Not Disturb

Or

Settings > Do Not Disturb / Quiet Time > Do Not Disturb

 

  • Try your SIM card in another phone. If you have another phone that is unlocked and equipped to take the same size SIM card you are using, try inserting your SIM card to that phone. This will tell you if the problem is with your phone or SIM card.

 

If your SIM card does not get coverage in both phones, it might need replacing.

 

If it fixes the issue, your phone might not be compatible with our network in that area or it may be faulty.

Try inserting a Vodafone SIM card into your phone. TPG and Vodafone use the same mobile network. If you can receive network coverage using a Vodafone SIM card, this means your TPG SIM card may be faulty.

  • Try inserting another SIM Card of a service on the Vodafone network into your phone. TPG and Vodafone use the same mobile network. If you can receive network coverage using a Vodafone SIM card, this means your TPG SIM card may be faulty.

  • Device compatibility. Not all handsets are compatible with every part of our network, so the model you are using can limit the coverage available to you. To see where you should be able to get coverage with your handset, enter the model in the ‘What's your device’ box when using the Coverage Checker 

 

 

Check if Outgoing Calls are Disabled on your mobile service

 

  • Log in to My Account on the TPG Website (https://www.tpg.com.au/account) using your mobile numner or Customer ID (check registration confirmation emails from TPG for your Customer ID)

  • Choose “View All Mobile Service Accounts” under “TPG Mobile Services”

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  • Click “Mobile Service Control Panel” under Plan ID that has “Active” status.


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  • Check the status of Bar All Outgoing Calls

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  • If status is showing active, it means a restriction is active. You may remove the restriction by choosing “not active” as the desired state then click Submit. Switch off and on the phone to refresh.

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If you are still having issues, please contact TPG Mobile Support 1300 997 273.