New sim active but disconnected

[duderamos1]

I have migrated my number from Optus to TPG. Sim installed and active, 4G working just fine. However, nobody can call me and I cannot call anyone. It says my mobile is disconnected from the network.

I tried to call the support number from another phone and I was left waiting indefinitely, despite the fact it is said support works 24/7.

Can anyone please help me?

[Zulu]

If only voice calls not working it could be that VoLTE is not activated or your phone does not support VoLTE (also some phones purchased overseas may not be approved even though they are VoLTE capable in other countries) Since 3G network was shut 4G mobile phones need to be VoLTE capable (Optus & Telstra will shut in 3 & 6 mths respectively)

[BasilDV]

Hi @duderamos1 

The information shared by @Zulu is right.

For the Voice service to work, our customers need a VoLTE ready device.

You can check the list here. Or you can contact the support of your handset manufacturer to confirm that your device has VoLTE.

Let us know how it goes.

BasilDV