Unable to make or receive calls

[Jasmine1485]

I switched my mobile from Virgin to TPG a few weeks ago, and I haven't been able to make or receive calls since then. I don't often make calls so it took a little while to notice. I have already called your support line, and they tried a few unspecified fixes on their end, none of which worked. I have tried restarting my phone, removing and replacing my SIM and neither worked. It keeps trying to roam and connect to the Optus network. My phone is a Samsung Galaxy S5 and it is unlocked.

[BasilDV]

Hi @Jasmine1485,

Welcome to TPG Community!

We tried to search for your account using your community details, but failed to find a match.

Please shoot me a PM with your TPG username or customer ID number. We'd like to look into it to understand the situation.

Don't know how to send a PM? Click here.

Kind regards,

BasilDV

[Erika]

Hi @Jasmine1485, 

Thanks for sending us your details via PM. 

I've reviewed your account and was unable to find any network issues that would affect your mobile sim from making or receiving a call. 

Have you tried using your TPG mobile Sim on a different mobile phone? 

Nevertheless, I've now refereshed your connection. Please try to turn off and on your device and please retest. 

If the issue persists, since you mentioned that your mobile does try to connect to the Optus Network, can we please try to do a manual network selection. 

For your reference, please try to follow these steps: 

From the home screen, tap and drag the Notifications bar downwards.

1. Tap the Settings icon.
2. Scroll to and tap More networks.
3. Tap Mobile networks.
4. Tap Network operators.
5. If prompted tap OK.
6. Tap the required [Vodaphone] network.

Let us know how it goes. 

Regards, 

[Jasmine1485]

Hi Erika,

The reset didn't work I'm afraid. I was unable to find Network Operators under Mobile Networks. My options are: Data network settings, data roaming, access point names, network mode and status bar indicator.

[Erika]

Hi @Jasmine1485, let's please tap on Network Mode.

[Jasmine1485]

Now I've got Use LTE when available or 3G only.

[Erika]

Hi @Jasmine1485, 

I've made some research and found out that if you do not have a Network Operators options on your mobile, it may have something to do with the mobile device. 

Just to verify, is it possible if we can put the sim on a different Mobile phone? 

We'd also would like to arrange a call from one of our Mobile specialists to assist you further by tomorrow.

Please Pm us your best contact time and number and we\l arrange this for you. 

[Jasmine1485]

The SIM works in my partner's Huawei phone, and calls can be made from it. I tried to change the network mode from Use LTE when available to 3G only. It wouldn't change and I got this message: in data calls disabled state , LTE data network can not be enabled.

[Erika]

Hi @Jasmine1485, 

As the TPG sim works on a different phone, it only shows that it may have some thing to do with the mobile handset. 

We would highly encourage to contact your mobile phone provider for further assistance. 

[Jasmine1485]

My Virgin SIM worked perfectly fine until I took it out. These problems have only occurred since switching to TPG.