iPhone not working since transferring to TPG

[Jo3]

Hi
I transferred from Telstra to TPG on 15th January 2024 & my phone is not working. I am calling TPG 3 times a week & their response is ‘it has been escalated’ it has been almost 6 weeks & my family & friends cannot call me. Each time they try it says ‘this number is disconnected’. I can’t send or receive sms unless it’s an iMessage.
Please help as I’m going overseas next week & need my phone.
I have been advised to report it to the telecommunications ombudsman

[david64]

Hi @Jo3 . Is your phone configured for LTE (phone calling on 4G)?

TPG 3G network closed some weeks ago. Telstra 3G network will close end of June.

[Jo3]

Hi @david64
How do I confirm that?

[Jo3]

Hi @david64

I just switched my wi fi off & it shoes that I have 4G

[david64]

@Jo3 . Check the user manual for your phone. Does it mention LTE?

In the phone app settings, any option to enable LTE?

Check online or with Apple whether your phone can do LTE or not.

Your phone uses 4G for internet when wifi is off. If you try to make a phone call, does the indicator change?

[Jo3]

Thanks @david64

I don’t have cellular data on my iPhone xs however, I have ‘mobile data’ switched on, is that the same?
I have attached a screen shot for you

[david64]

@Jo3 . Americans call it cellular data, we call it mobile data.

Best bet is to contact Apple support whether your model supports LTE calling. Include the full model number of the phone.

You can look here:  https://support.apple.com/kb/SP779?locale=en_AU

Cellular and Wireless

• Model A1920*
  FDD‑LTE (Bands 1, 2, 3, 4, 5, 7, 8, 12, 13, 14, 17, 18, 19, 20, 25, 26, 29, 30, 32, 66, 71)
  TD‑LTE (Bands 34, 38, 39, 40, 41, 46)
  CDMA EV-DO Rev. A (800, 1900 MHz)
  UMTS/HSPA+/DC-HSDPA (850, 900, 1700/2100, 1900, 2100 MHz)
  GSM/EDGE (850, 900, 1800, 1900 MHz)
• Model A1921*
  FDD‑LTE (Bands 1, 2, 3, 4, 5, 7, 8, 12, 13, 14, 17, 18, 19, 20, 25, 26, 29, 30, 32, 66, 71)
  TD‑LTE (Bands 34, 38, 39, 40, 41, 46)
  CDMA EV-DO Rev. A (800, 1900 MHz)
  UMTS/HSPA+/DC-HSDPA (850, 900, 1700/2100, 1900, 2100 MHz)
  GSM/EDGE (850, 900, 1800, 1900 MHz)
• All models
  Gigabit-class LTE with 4x4 MIMO and LAA⁴
  802.11ac Wi‑Fi with 2x2 MIMO
  Bluetooth 5.0 wireless technology
  NFC with reader mode
  Express Cards with power reserve

[Jo3]

Thank you @david64

I have contacted Apple Support who share screened my phone & completed trouble shooting & found that my phone is indeed 4G & identified no issues with the iPhone & reported that it should be working.
They believe the port is not complete with TPG however, each time I have called TPG from 15th January 2024 they’ve verified that the port is complete.
I’m so frustrated & angry!

[david64]

@Jo3 . When you switched to TPG, did you contact Telstra at all? Not that you need to at that point.

Is Telstra still billing you?

Did you keep using the Telstra sim card until it stopped working?

Or did you insert the TPG sim card when it arrived?

Anything happen if you put Telstra sim card in?

[Jo3]

@david64

No I didn’t contact Telstra as TPG said they would do the transfer however, I did receive a call from Telstra verifying the transfer & Telstra stopped billing me.
I inserted the TPG SIM card when my Telstra sim stopped working, it had SOS on the right top corner, I then inserted the TPG SIM card & SOS was replaced with 4G.

I did insert the Telstra sim yesterday out of curiosity as I’m desperate at this point, SOS appeared again.