Unable to make calls from both mobile phones

[tomleah1976]

Hello

I have two mobile handsets that I am unable to make or receive calls with. The issue was first noticed on Saturday 6th February. Prior to that I was able to make calls.

Handsets are both iPhones. I am able to receive data via 4G.

[Angeli]

Hi @tomleah1976, 

Welcome to TPG Community!

I am able to retrieve your TPG account using your community details and we're sorry to learn about your current mobile service issue. To help us investigate on this matter, kindly answer the following questions:

What error do you hear when you make an outgoing call?

Is there an error message appearing on your handset after dialing a number?

Do you have a strong signal in your area whenever you are making a call? 

Is it location specific or is it happening anywhere?

Can you confirm if both mobile phones are not on Do Not Disturb status?

Best regards, 

Angeli

[tomleah1976]

Hi Angeli

Please see the answer below:

1. What error do you hear when you make an outgoing call? There is no error. The phones do not ring.
2. Is there an error message appearing on your handset after dialing a number? It says "call failed"
3. Do you have a strong signal in your area whenever you are making a call? It has 2 bars on 4G but when making a call it switches to 3G
4. Is it location specific or is it happening anywhere? It seems to happen at home, although there have been no changes to the house. It was working one day and then stopped working the next for both phones.
5. Can you confirm if both mobile phones are not on Do Not Disturb status? Both mobile phones are on normal status.

Thanks

Tom

[Angeli · Accepted solution]

Hi Tom, 

Thanks for your response. 

We have determined that there is a planned network maintenance in your area. Hence, voice calls, SMS and data services may be affected. Estimated time of full restoration is by 9PM tonight. We recommend that you test the calls again after this hour and if the issue is still not resolved, please prompt us immediately. Moreover, you may also check the

scheduled network maintenance and upgrades here, https://www.vodafone.com.au/network/upgrades. 

Our apologies for the inconvenience and let us know if you need anything else. 

Best regards, 

Angeli

[tomleah1976]

OK  thanks Angeli

I will come back to you if the issue remains the same.

Thanks so much for your help

Regards

Tom

[tomleah1976]

Hi Angeli

I have checked my phones today and they are still not working.

I have check the vodafone site and there is no planned outage for today. Is this something that can be looked into?

[Riezl]

Hi @tomleah1976, thanks for getting back to us.

We'll raise your concern to our  Mobile  Team and have one of our mobile specialists contact you for further assistance. Are you able to PM an alternate contact number? Otherwise, we'll advise them to contact you via Email and kindly PM your preferred email address. Thank you.

[tomleah1976]

Hi Riezl

As we only use our mobiles as our phones, it will have to be via email.

I'll PM my email to you

[Riezl]

Thanks for the info. We have advised our Mobile Team to contact you on the email address you have provided.