TPG Community

phryx848 · ‎19-08-2020

I can’t make international calls to New Zealand. I can send texts successfully but cannot make calls.
International People calling me only get my voicemail
This first started happening 2 days ago where I’d get the message “You are not authorised to make this call please contact your service provider” and lately I’ve been getting “ Your call could not be connected please check the number and try again“.
I’ve tried putting my SIM into another phone but same deal.
I’ve called TPG mobile Technical support. Both times They have refreshed the settings but nothing has changed. Will call them again, but in the meantime does anyone have any ideas?

phryx848 · ‎12-11-2020

So talked with an operator yesterday (11Nov) and they said that the engineers were still working on it.

After that phone call I got a message saying that "TPG Mobile: Your case has been escalated. Your ticket number is NOC-116543. Please expect an update within (1-2 working days).

Today (12Nov) I tried a couple of international numbers out and, lo and behold, all overseas numbers are working.

It seems that the issue had been escalated enough for it to be resolved!

As the seasons changed from Winter to Spring, I never gave up hope that TPG would come through.

View solution in original post

Riezl · ‎20-08-2020

Hi @phryx848, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account and help get to the bottom of this.

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

Mustafa123 · ‎07-11-2020

Hi,
I have the exact same issue. I have contacted TPG three times already to resolve the issue but unfortunately haven’t been successful. I specifically chose tpg for its 100 mins international call and now I can’t even use it

BasilDV · ‎07-11-2020

Hi @Mustafa123

Welcome to the Community!

We'd like to look into your account for better understanding of the situation.

Please send me a PM with your TPG username or customer ID number to assist you accordingly.

BasilDV

phryx848 · ‎07-11-2020

Hi Mustafa,

I'm still being given the run around.

My problem still isn't fixed

I've called on the following dates:

18 AUG 20
19 AUG 20
22 AUG 20
26 AUG 20
7 SEPT 20
28 SEPT 20
6 OCT 20

Each time I call I've been told the same thing and go through the same steps:

"Can you give me 3 international phone numbers you've called and the times? I'll pass these onto our engineers."

and

"We'll escalate this issue again, sorry sir"

I've had one operator even advise me to get another sim with another carrier haha

Oh another month has gone by, I think its time to give them another call.

I hope you have better luck Mustafa. If you get it resolved let me know what you did differently.

Anonymous · ‎07-11-2020

We apologise for the inconvenience, @phryx848,

Please confirm your best contact number and preferred time tomorrow, we'll have one of our Mobile Specialists to contact you.

Regards,

Hi Mustafa,

I'm still being given the run around.

My problem still isn't fixed

I've called on the following dates:

18 AUG 20
19 AUG 20
22 AUG 20
26 AUG 20
7 SEPT 20
28 SEPT 20
6 OCT 20

Each time I call I've been told the same thing and go through the same steps:

"Can you give me 3 international phone numbers you've called and the times? I'll pass these onto our engineers."

and

"We'll escalate this issue again, sorry sir"

I've had one operator even advise me to get another sim with another carrier haha

Oh another month has gone by, I think its time to give them another call.

I hope you have better luck Mustafa. If you get it resolved let me know what you did differently.

phryx848 · ‎10-11-2020

To be clear the actual message I get when I dial any Internation number is:

"You are not authorised to place this call. Please contact your telephone serivce provider for further assistance. Your call could not be connected. Please check the number and try again."

I called on the 8 Nov and went through the same drill. Gave them 3 international number and the times. She said she will escalate again and to check back in 2 days.

Called today (10 Nov) and no change in the status as the network engineers are still "investigating".

The ticket number that was given to me was 10955574 (Not entirely sure what to do with that).

Riezl · ‎11-11-2020

We will make a follow up with our Engineering Team and we'll make sure that you will be contacted by the case engineer as soon as an update becomes available.

phryx848 · ‎12-11-2020