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Problems making international calls to HK landlines from TPG mobile

aristokt
Level 2
Level 2
‎04-09-2020 09:55 AM

Hello there,

 

I am writing to follow up my call to helpdesk last Wed regarding the subjected problem. Any public services landline or services hotline numbers I called (same on at least two other TPG mobiles) says the "Destination is engaged" but in my billing all these calls appeared to have been deducted from included call values:

020-09-02 14:24:15International Voice CallBand 100Hong Kong-Proper00:07+852282202280.000001.42000
2020-09-02 14:26:27International Voice CallBand 100Hong Kong-Proper00:01+852391850000.000001.42000
2020-09-02 14:26:19International Voice CallBand 100Hong Kong-Proper00:12+852391850000.000001.42000
2020-09-02 14:30:40International Voice CallBand 100Hong Kong-Proper00:06+852284475000.000001.42000
2020-09-02 14:32:09International Voice CallBand 85Hong Kong-Mobile00:05+852933751080.000001.42000
2020-09-02 14:32:46International Voice CallBand 100Hong Kong-Proper00:15+852282202280.000001.42000
2020-09-02 14:33:10International Voice CallBand 100Hong Kong-Proper00:04+852223330000.000001.42000
2020-09-02 14:36:58International Voice CallBand 100Hong Kong-Proper00:15+852223333220.00000

1.42000

 

 

Request to fix this problem for me ASAP and reimburse my included value as these calls have never gone through!  A return/follow-up call to contact myself would be required too.

 

Thank you

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5 REPLIES 5
Anonymous
Not applicable
‎04-09-2020 03:50 PM

Hi @aristokt ,

 

Thanks for raising this to us. We'd love to help and get to the bottom of this, please confirm your account details (Username/Customer ID) and the mobile number affected with the issue also provide us your best contact number and preferred time. We'll have our Mobile Specialists contact you for real-time test and investigation.

 

In case you need a reference: How do I private message (PM) in the community 

 

Regards,

 

@aristokt wrote:

Hello there,

 

I am writing to follow up my call to helpdesk last Wed regarding the subjected problem. Any public services landline or services hotline numbers I called (same on at least two other TPG mobiles) says the "Destination is engaged" but in my billing all these calls appeared to have been deducted from included call values:

020-09-02 14:24:15 International Voice Call Band 100 Hong Kong-Proper 00:07 +85228220228 0.00000 1.42000
2020-09-02 14:26:27 International Voice Call Band 100 Hong Kong-Proper 00:01 +85239185000 0.00000 1.42000
2020-09-02 14:26:19 International Voice Call Band 100 Hong Kong-Proper 00:12 +85239185000 0.00000 1.42000
2020-09-02 14:30:40 International Voice Call Band 100 Hong Kong-Proper 00:06 +85228447500 0.00000 1.42000
2020-09-02 14:32:09 International Voice Call Band 85 Hong Kong-Mobile 00:05 +85293375108 0.00000 1.42000
2020-09-02 14:32:46 International Voice Call Band 100 Hong Kong-Proper 00:15 +85228220228 0.00000 1.42000
2020-09-02 14:33:10 International Voice Call Band 100 Hong Kong-Proper 00:04 +85222333000 0.00000 1.42000
2020-09-02 14:36:58 International Voice Call Band 100 Hong Kong-Proper 00:15 +85222333322 0.00000

1.42000

 

 

Request to fix this problem for me ASAP and reimburse my included value as these calls have never gone through!  A return/follow-up call to contact myself would be required too.

 

Thank you

 

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aristokt
Level 2
Level 2
‎04-09-2020 07:31 PM
Both of my tpg mobiles under my account and other tpg mobile users I know have the same problem.
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Anonymous
Not applicable
‎05-09-2020 03:58 PM

Hi @aristokt,

 

Thanks for the confirmation, we're able to locate the account and we've seen that you have been in contact with one of our Mobile Specialists and provided information related to this ongoing mobile issue.

Let us know should you require further assistance.

 

Regards,

 

 

Both of my tpg mobiles under my account and other tpg mobile users I know have the same problem.
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aristokt
Level 2
Level 2
‎07-09-2020 09:58 AM

Hi Shane,

 

I am not sure if BasilDV has actually picked up this case and will contact me directly? Can you ensure a tech team member will follow up and come back to me? It appears all TPG mobiles cannot connect to HK landline numbers from AU.

 

Thanks

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Anonymous
Not applicable
‎07-09-2020 12:21 PM

Hi @aristokt , we have made a follow up with our  Mobile Technical Team and we have advised them to contact you to further discuss the matter.

 

Kindly await a call within the day.

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