mobile cannot receive incoming calls

[Not_happy]

Ported mobile to TPG on 11/1/2020.  Until now I cannot receive calls.  I have called TPG twice and on hold now for over 45 minutes and still no one answered.

Was told previously systems engineer is looking into it and to contact if still not working.  It is still NOT working.  Please make it as a matter of priority.  Thank you.

[Ahra_G]

Hi @Not_happy, 

Welcome to the Community! 

Thank you for taking the time to inform us of the trouble you are having with your mobile service. Based on the account I've pulled up using your Community details, you were able to speak tonight with one of our Mobile support specialist and raised the matter accordingly to our Network Engineers for further assistance. 

I understand that this was long overdue. We will definitely get in touch tomorrow as soon as we receive updates from the relevant team. 

Apologies for the trouble this is causing you. 

Regards, 

Ahra_G

[Not_happy]

TPG was supposed to ring me on my alternative number today between 10am and 4pm WST but I did not receive any phone call.  It's appalling and frustrating as the issue has still not been resolved since last Saturday 11 January 2020.   I just tried ringing yet again but was put on hold for 30 minutes.  I hung up!  I would like to know if you are able to fix the problem.  If you can't, please tell me honestly and I will change provider.  And I expect to be fully refunded as I should not have to pay for a non-service.  In fact, you have wasted a lot of my time, money and energy.

[Ahra_G]

Hi @Not_happy,

We have coordinated this matter directly with the porting team of Vodafone. It appears that this issue is about being unable to receive calls from Optus numbers. 

They have provided us with a timeframe of 1-2 working days to investigate this issue further. 

We truly apologise for the inconvenience this is causing you. 

-Ahra_G

[Ahra_G]

Hi @Not_happy, 

We have been notified by Vodafone that the routing issue associated with Optus numbers is now fixed. Please do a restart on your mobile phone prior to testing outgoing and incoming calls. 

Kindly confirm if it is fixed on your end, otherwise please do let us know. 

Thanks! 

[Not_happy]

Thank you for letting me know.  Finally, after many days of inconvenience and loss of income, it is fixed.  Please advise how you are going to compensate me.  I look forward to hearing from you.

[Ahra_G]

I have raised your request to our Mobile team for assessment, @Not_happy. 

I'll be in touch again as soon as an update becomes available. 

Thanks! 

[Ahra_G]

Hi @Not_happy, 

Your concern is now handled by one of our Mobile Specialists. Any updates regarding this matter will be provided via email.

Should you have further queries, feel free to let us know. 

Cheers! 

[Not_happy]

No one from the Mobile Specialists team has contacted me.  Would you please chase them up?  Thank you.

[Anonymous]

Hi @Not_happy,

One of our Mobile Specialists tried to contact you earlier today unfortunately no avail. We sent you a private message about the update on your account. Let us know should you require further assistance.

Cheers!