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Urgent - Unable to make/receive mobile phone calls

FH
Level 2
Level 2
Hi,


My wife and I have tpg mobile sims, but have been unable to make or receive mobile phone calls since two days ago. Our mobile data is working.


As such, we can't call your support line and have resorted to online support.


We've unsuccessfully tried restarting our phones and our sim cards, and tried various locations.

Please help.
9 REPLIES 9
Shane
Moderator

Hey, FH.

Let us check the status of both Mobile Service and get this sorted out. Could you send us a Private Message with yoru details (Customer ID/Affected Mobile numbers) also post a screenshot fo the current reception of the Mobile Service on thsi thread. 


How do I private message (PM) in the community - https://community.tpg.com.au/t5/Welcome/How-do-I-private-message-PM-in-the-community/m-p/4093.
 

Regards,

Hi, 


My wife and I have tpg mobile sims, but have been unable to make or receive mobile phone calls since two days ago. Our mobile data is working. 


As such, we can't call your support line and have resorted to online support. 


We've unsuccessfully tried restarting our phones and our sim cards, and tried various locations. 

Please help. 
 

FH
Level 2
Level 2

Hi Shane,

I have attached a screenshot of the mobile service reception, and have sent you a personal message with my account and phone numbers.

Thanks

Shane
Moderator

Thanks, we've got it! We can confirm that no known issue is affecting both mobile services, we will raise this to our Mobile Specialists Team for investigation and assessment could you please confirm via PM your best contact time and alternate contact number? 

 

 

Hi Shane,

I have attached a screenshot of the mobile service reception, and have sent you a personal message with my account and phone numbers.

Thanks

FH
Level 2
Level 2
Hi Shane,

Therein lies the problem given that we both gave tpg sims.
My mobile data us working, so they can contact me via WhatsApp or Zoom or other means.

Fred
FH
Level 2
Level 2
Hello, is someone from tpg able to contact me to resolve my issue immediately?

Thanks

Fred
Shane
Moderator

Hi Fred. Our Mobile Support Team is no longer available tonight, we will prioritise this case and have them contact you tomorrow, could you please confirm your best contact time. 

Hello, is someone from tpg able to contact me to resolve my issue immediately? 

Thanks 

Fred

FH
Level 2
Level 2
Hi Shane, @6pm I had already sent you a private message with a landline and time (anytime) for me to be contacted.
Please tell me you had passed that message on to your team without delay, and not at 8.30pm.
I've not been able to make or receive any phone calls for 2 days.
FH
Level 2
Level 2
Hi Shane, I had also sent an email to the tpg help desk @1.30pm today.
They replied informing me that they would get back to me within 4 hours, and their closing time was 10pm.
It's been now over 8 hours and I have not had a single contact.
Shane
Moderator

Our Mobile Team will contact you tomorrow on your given home phone number between 10-12NN AEST. Let us know how it will go. 

 

 

Hi Shane, @6pm I had already sent you a private message with a landline and time (anytime) for me to be contacted. 
Please tell me you had passed that message on to your team without delay, and not at 8.30pm. 
I've not been able to make or receive any phone calls for 2 days. 
 

Hi Shane, I had also sent an email to the tpg help desk @1.30pm today. 
They replied informing me that they would get back to me within 4 hours, and their closing time was 10pm. 
It's been now over 8 hours and I have not had a single contact.