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VOIP Calls Not Working

Level 2

I have not been able to make or receive VOIP calls for a few weeks.

I live in a small holiday town so congestion is often an issue at this time of year but never this bad.

Internet is fine.

I have unplugged and restarted both modem and phone with no luck.

Any other suggestions?

Level 7

Testing early in the morning is a good time to eliminate the congestion possibility

Level 15

Hi @admegs . If the internet is fine, congestion is not the problem.

What model router do you have?
And what type of NBN connection?
Is the Phone1 indicator on the router on?
What happens if you try to call the VOIP number?

Level 2

Hi @david64 Thanks for your response.

The router is a Huawei HG659 (circa 2017/2018)

NBN connection is NBN FTTN 50

The router's phone indicator (labelled VoIP) is a solid green light

If I try to call the VoIP number from my mobile I get the message "User Busy"

If trying to call my mobile from the VoIP phone I just get dead air and the mobile doesn't ring.

Level 15

@admegs . You have restarted the router. Was that via the menu or did you turn it off and on?

This might be fault at TPG end. The moderators will get through their backlog in a couple of days.

Meantime, have you been able to divert your voip number to your mobile?

Level 2

Thankyou @david64 

The router was turned off and on with the on/off button on the side of the modem.

I had also turned off and back on at the power point.

I will attempt to divert the VOIP to my mobile now and await further clarification from a moderator.

Many thanks for your help.


Hi @admegs 


Since you've already performed some basic troubleshooting, we need to check on the status of your VoIP on our end.


Please send us a private message with your account details and we'll take it from there.