TPG Community

Get online support

Troubleshooting issues with Incoming/Outgoing Calls on TPG Mobile

Shane
Moderator

 

 

Incoming/Outgoing Call Troubleshooting Guide

 

This support article will assist you with Incoming/Outgoing Call issues:

  • Basic troubleshooting for Incoming/Outgoing Call issues
  • How to check if an Outgoing Call restriction is active

 

 

Basic Troubleshooting for Outgoing and Incoming Calls

 

 

Check for service outages

 

  1. If all of a sudden you noticed your data isn’t working, an unplanned outage or network maintenance may be happening.
  2. You can check if there are any data outages in your current location by clicking HERE.
  3. You just need to enter your phone’s make and model and your location’s suburb and post code.

Check for coverage availability

 

  1. Depending on your current location, call and SMS coverage may vary.
  2. You can check for data coverage availability in your current location by clicking HERE 

 

 

 

Check your current billing cycle’s remaining international call minutes/ included value

 

  1. Depending on the plan that you have, you won’t be able to use the outgoing international calls if you have exhausted your plan’s included international minutes or included value.

  2. If your plan doesn’t include international calls or if the country that you are calling is excluded from your plan’s international call minutes, you may need to top up prepaid balance to call overseas.

  3. You can check your plan details by going to the call rates section of the TPG website:

    • Click HERE to go to the Call Rates Section
    •  Click Call Rates under  IMPORTANT THINGS YOU NEED TO KNOW.
    • Click Mobile Call Rates to check if international calls are included in your plan.
    • Click International Call Rates, select your plan, then choose the country to view how much the rate for calling a specific country.

  4. Click HERE for the top up guide if you need prepaid balance to call overseas.
  5. To check how much international call minutes or included value you have left, click HERE for the usage guide.

 

Check Your Handset: 

Make sure airplane mode is disabled

 

For android:

 

  1. Slide two fingers downwards starting from the top of the screen.
  2. Press the flight mode icon to turn the function on or off.


4.png5.png

 

 

For iPhones:

 

  1. Slide your finger downwards starting from the top right side of the screen.
  2. Press the flight mode icon to turn the function on or off.

6.png7.png

 

 

Power Cycle Handset 

 

Press and hold the handset's power button for 3-5 seconds then a reboot option should pop-out to the android/iphone's screen.

 

Perform Manual Network Selection

 

Network Selection. Check in your settings that your phone is set to automatically select a network. If your phone is already set to automatically select a network, try to manually select your mobile Network Provider to Vodafone. You may need to turn the phone off and then back on again for the change to be in effect. 

For iPhones:

 

  • Go to Settings>Cellular / Mobile>Network Selection>Switch off Automatic Option
  • Wait for the list of Mobile Providers to appear, then choose TPG / Vodafone on the list and test the service

For Android Phones:

  • Go to Settings, look for Mobile Network>Network Operators>Choose a network manually or
  • Go to Settings, look for Mobile Network>Carrier>Switch off Automatic Option
  • Wait for the list of Mobile Providers to appear, then choose TPG / Vodafone on the list and test the service

Change Network Mode/Preferred Network (from 4G to 3G or vice versa)

Check that your device's network mode is set to automatic. If you have a 4G device in a 4G coverage area but you are only able to connect to 3G, make sure that 4G is switched on. You may also try switching from 4G to 3G if you’re having issues with 4G.

 

For iPhones:

    • Go to Settings>Cellular / Mobile>Cellular Data / Mobile Data Options>Voice & Data>
    • Choose between 3G and 4G (LTE) and check which network would give you the best service

        For Android Phones:

    • Go to Settings>Look for Mobile Network>Network Mode

Choose between 4G/3G/2G Automatic, 3G/2G Automatic and 3G only and check which network would give you the best service.

 

Try a different handset.

 

  • Try a different mobile handset using TPG SIM.

 

 

Check if Outgoing Calls are Disabled on your mobile service

 

  • Log in to My Account on the TPG Website (https://www.tpg.com.au/account) using your mobile numner or Customer ID (check registration confirmation emails from TPG for your Customer ID)

  • Choose “View All Mobile Service Accounts” under “TPG Mobile Services”

2.png

 

 

  • Click “Mobile Service Control Panel” under Plan ID that has “Active” status.


    3.png

 

 

  • Check the status of Bar All Outgoing Calls

4.png

 

  • If status is showing active, it means a restriction is active. You may remove the restriction by choosing “not active” as the desired state then click Submit. Switch off and on the phone to refresh.

5.png

 


Check mobile feature


 

For Incoming Call

Check if 'Do Not Disturb' (Quiet Time) feature is on.

 

If issue still persist you may contact our Mobile Technical Support 1300 997 273.

 

Monday - Friday - 8am - 9pm
Weekends & Public Holidays - 9am - 9pm