voip phone is not working

[dvkasapidis]

Hi tech team. Our home phone has not been working for two days. Not a new connection and we have rebooted both the modem and NBN router. Phone handset has message "check phone line" and we checked cable and modem voip light is on and static. Is a bit of an issue as we have two sets of elderly parents that get stressed when they can't ring us on this line. Can you please look to see what is happening. Has happened before.

[Riezl]

Hi @dvkasapidis,

Welcome to TPG Community!

We have located an account using your community details and the phone service shows that it is registered, thus it should be working. We'd like to make sure that we are currently working on the right one. Please PM us the TPG customer ID, username and address so we can verify this.

To send a PM, please refer to this link: How do I private message (PM) in the community

[Riezl]

Thanks for providing the account details via PM, @dvkasapidis. We'd like to arrange a technical specialist to contact you for assistance. Can you PM us your best contact number and most convenient time to receive a call for further troubleshooting?

[dvkasapidis]

My contact number is xxxxxxxxxx. I will be available after 2pm today.

[Riezl]

Thank you, @dvkasapidis. We have advised our Technical Team to contact you between 2:30PM and 3:30PM Victoria today.

Let us know if we can be of further assistance. Thank you.

[Riezl]

Hi @dvkasapidis, we can see that our Technical Team has been in touch and the issue has been escalated to our Engineering Team.

We have made a follow up and the case engineer will contact you to discuss the progression of the case once the assessment is completed.

If there's a need to send a technician, you will be advised by the case engineer.

Should you have further queries, please let us know.

[arzdfd]

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@Riezl wrote:

Hi @dvkasapidis,

Welcome to TPG Community!

We have located an account using your community details and the phone service shows that it is registered, thus it should be working. We'd like to make sure that we are currently working on the right one. Please PM us the TPG customer ID, username and address so we can verify this.

To send a PM, please refer to this link: How do I private message (PM) in the community

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[lezzy]

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