TPG Community

Get online support

Long delay in porting phone number

Level 2

I contracted to use TPG for NBN over a month ago and signed up for a phone.  At the time I notifued TPG of the Optus phone number we wanted ported over.


I also confirmed that with Optus and cancelled my Optus contract from today, when the NBN is installed.


I now sit with a working internet and a phone that can only make outgoing calls.  It cannot receive calls when I dial the number I asked to be ported over.


I rang the help desk and was told it takes 1 - 5 days to port over the telephone number ONCE THE NBN IS INSTALLED.  This is crazy.  How can I run a business without an incoming phone for 5 days?  In 2019 is this really realistic?


Surely someone can just flick a switch or enter our phone number into a database quicker than this - especially when I gave TPG 1 month's notice and they have been sending ma almost daily text messages saying the NBN would be installed today.


This is the sort of crazy service I received from Optus and I was hoping better from TPG.


Hi @grantpurdy,


Welcome to TPG Community!


We have located the account using your community details.


We have also received your concern through Facebook and we have likewise replied to it advising that the standard phone number porting normally takes 1-5 working days.


The porting starts once the NBN service is activated. We believe this has been discussed on the email we have sent regarding the installation date.


The service has been activated on May 1, 2019 and the phone number has been successfully ported today.


We can see that you have been in touch with one of our technical specialists today and confirmed that the incoming and outgoing calls are working after restarting the modem.


Should there be any issues, feel free to message us. Cheers!