Another NBN phone not working

[chefren]

It was working for 2 weeks and then never again. Some technician called saying they " refreshed" something. Now it's worse.
I saw the same issues as many here where the solutions don't say what to do but that after escalating it may have been fixed. Others are still having issues and no clear answer. When can I have a refund? The phone line is useless and paying extra for international calls without being able to dial.

[Anonymous · Accepted solution]

Hi @chefren,

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

If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this linkhttps://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

Troubleshooting No Dial Tone - TPG Home Phone/Voice Service

In your case, we have identified an issue with the Telstra Network and they have made some updates on their end, which resolved the matter.

[chefren]

This happened again when after getting bad internet speeds, tech support refreshed some part of the connection. Engineers should allow tech support to complete the refresh process by ensuring the phone line gets reconnected properly. Now the ticket has to be raised again with engineering and wait for them to do the remaining step. In the meantime waiting for 2 days with landline not able to receive calls.

[BasilDV]

Hi @chefren

We apologise for the inconvenience.

We've reviewed the account and understand that the incoming calls are not working, but the outgoing is working.

We've refreshed the service remotely, which should have resolved the issue.

Please try to perform a test call to confirm if the service is working.

BasilDV

[chefren]

Hi Basil, as mentioned before apparently the refresh is the cause of the problem not the solution. This happened last time and still dont know what was the actual fix except someone had to correct something related to Telstra. The call does not even ring, giving the impression that Telstra routes it somewhere to TPG and then something crashes. There is no busy tone or disconnected line message. This is only on TPG settings related to the phone line routing. I can only debug so much on the blind.

[BasilDV]

This case will be further investigated by our Engineers and updates will be given via SMS or phone call as soon as it becomes available @chefren.

Thank you.

[chefren]

Today somebody called on the landline saying it was fixed, but after they hanged up I dialled from my mobile and still won't work. The only difference is that I get a "this line is disconnected" message.

[Ahra_G]

Sorry to learn that you are still experiencing issues with the homephone, @chefren. 

I will pass this information along to our Engineering Team. 

Regards,

Ahra_G

[chefren]

It is still disconnected, I have checked the Archer modem system logs and see a lot of VOIP entries like these

1	2020-09-22 10:24:34	VOIP	Information	Register to server address 172.26.0.17:5060
2	2020-09-22 10:05:54	VOIP	Information	can not find any account forthe incoming call
3	2020-09-22 10:04:35	VOIP	Information	can not find any account forthe incoming call
4	2020-09-22 10:03:21	VOIP	Information	can not find any account forthe incoming call
5	2020-09-22 10:02:02	VOIP	Information	can not find any account forthe incoming call
6	2020-09-22 10:00:45	VOIP	Information	can not find any account forthe incoming call
7	2020-09-22 09:58:57	VOIP	Information	can not find any account forthe incoming call
8	2020-09-22 09:57:21	VOIP	Information	can not find any account forthe incoming call

[chefren]

@Anonymousare you able to find what the solution was back then?

"an issue with the Telstra Network" may be happening again, and again it is due to a connection refresh done by TPG tech support, so I can not receive incoming calls still