Hi Ej, Sounds like divert all is activated. Have a look at this TPG site: https://www.tpg.com.au/support/tpgmobilesupport/mobile-feature/call-diversion Look at Step 3... To deactivate diversion - Enter in #67# and press the Call button. You can call her at the nursing home on their landline and ask her to follow your instructions.   Also, you never mentioned if she can call you? If she can't, then maybe she has put the phone into aircraft mode?   I believe you can cancel all divertions from the online TPG "My Account" if you have access to her password. Login in to her account, click View All Mobile Service Accounts. Select Mobile Service Control Panel. Then next to Unconditional Divert (all calls) select the button that says Cancel Diversions. Then click Submit.   Failing all that, call the nursing home and ask them to get the phone off your mum. They can bring it to you outside. Do what you need to do, wipe the phone down and give it back to them. They will wipe it down again once inside and give it back to your mum.   Hope that helps. ... View more