Hi @sissy1977,   Welcome to TPG Community!   We have located the account using your community details. As per checking, your VoIP service shows registered and it should be working.   We recommend having a read of this community article, which may help check if the telephone handset is properly set up.   Where to plug in your telephone handset with NBN?   If the issue persists, please PM us your best contact number and most convenient time to receive a call so we can arrange one of our senior technical specialist to contact you for assistance. Thank you.   ... View more