TPG Community

Get online support

Unable to dial 13 numbers from landline

Highlighted
Level 2

Had the NBN installed at the beginning of the month.  Was uanble to receive incoming phone calls for nearly two weeks before an issue was resolved by the engineering department.  Now however I find that I can't dial 13 numbers.  All I hear when I dial a number beginning with 13 is a loud shrill screetching sound.  I can call other numbers such as mobiles, international etc, but not 13 numbers.

 

I've noticed on these forums that a number of other people have had the samed issue.  Can this be looked into please.

3 REPLIES 3
Moderator

Hi @robbauer,

 

If you have a newly installed NBN service from ADSL2+ one of common cause of home phone issue is the 'Porting Process' of the old home phone number, which usually takes 1-5 working days.

 

If porting is completed, you may proceed with basic troubleshooting see links below.

 

We've seen that this issue has been escalated to our Engineering team and performed testing and investigation by the home phone service which resolved the issue. Let us know should you require further assistance.

 

Cheers!

Highlighted
Level 2

Hi @Shane,

 

This has nothing to do with a 1-5 working day delay in the porting process.  The porting process on my number was completed nearly three weeks ago. Initially I was unable to receive incoming calls and that issue was escalated to your engineering department and eventually resolved.  This however is a completely separate issue.

 

As stated in my initial post, I can make calls to all numbers EXCEPT for those beginning with 13. I receive a long beep everytime I make a call to a 13 number - including TPG's own customer support number.

 

This is still occurring as of five minutes ago.

 

For reference, the following post in your own forums is from another person who had the same problem I am experiencing and had it resolved:

 

https://community.tpg.com.au/t5/Home-Phone-Voice/13-numbers-from-landline/m-p/40255#M5668

 

Again, I request that this issue be looked into

Highlighted
Moderator

Hi @robbauer,

 

We've seen that this issue has been escalated to our Engineering Team and confirmed that call to 13 numbers are now working. Cheers!