TPG Community

SixCarbon3 · ‎06-09-2024

Hi, I have built a new house and it requires a technician to connect it to the NBN. The Builder has installed conduits to the house for the NBN to be physically connected to it and allocated a spot in the garage, near a power outlet, for the NBN box to be installed. Could someone please assist me with arranging for a NBN box/connection?

SixCarbon3 · ‎13-03-2024

The problem has now been resolved and the VOIP is working again. I was asked to press the Reset button on the NBN Modem/Box first but this made no difference to my issue and the Home Phone remained without a dial tone. It appears that the phone line/number had not been transferred across to my new address (and activated) after recently moving house but the internet had been successfully transferred across. Once a member of the TPG Support Team chose to escalate the issue to have a Support Ticket Number allocated to it it was then flagged to be investigate by the TPG 'Tech Team'. The issue was then soon resolved by the Tech Team.

SixCarbon3 · ‎22-02-2024

I have just moved house and had my TPG NBN50 Internet account transferred across. The internet is working BUT I can't receive incoming (or make out going 'pay as you go') calls via VOIP on the home NBN. If the home number is dialled, from an external mobile, there is the recorded message saying "Your call could not be connected at this time. Please try again later." When the home phone handset is powered ON, the light for the UNI-V 1/2 ports on the NBN modem illuminates, which indicates that the NBN modem is detecting the phone input but there is no dial tone heard on the handset to indicate that the VOIP is working (just faint static that indicates that the VOIP has not been activated on the account). I have pressed the Reset button on the NBN Modem/Box but this has made no improvement to my issue.

SixCarbon3 · ‎04-09-2023

The issue has now been rectified by the TPG Accounts Team. After an investigation the VOIP was found to have been disconnected. The TPG team re-connected the service to get it all working again.

SixCarbon3 · ‎30-08-2023

My VOIP has suddenly stopped working. When my VOIP Home Phone Number is dialled (incoming call) a recorded message is heard saying "Your Call Could Not Be Connected. Please Check the Number & Try Again." All of the lights on the NBN box are working as normal including the port light that illuminates when the phone handest is powered ON. I have done a reset on the NBN Box as well as powered it ON & OFF but this this not fixed the issue.

SixCarbon3 · ‎08-08-2023

The problem has now been resolved and the VOIP is working again. I was asked to press the Reset button on the NBN Modem/Box first but this made no improvement to my issue. The TPG 'Tech Team' were then notified and when they checked our line they discovered that it was not connected. They then resolved the issue.

SixCarbon3 · ‎02-08-2023

Hi, I suddenly can't receive or make calls via VOIP on the home NBN. It was working fine last week. If the number is dialled, there is the recorded message saying "Your call could not be connected at this time. Please try again later." When the phone handset is powered ON, the light for the UNI-V 1/2 ports on the NBN modem illuminates, which indicates that the NBN modem is detecting the phone but there is no dial tone on the handset to indicate that the VOIP is working.

SixCarbon3 · ‎23-06-2023

@crimex168 ; Have TPG been able to resolve your issue? I am still waiting for an update after the last communicaton on the 16/06/23.

SixCarbon3 · ‎17-06-2023

@crimex168 I am sorry to hear that you are in the same predicament as me but it is also good to hear that I am not the only one experiencing this issue. TPG has responded to my query and are still looking into the issue. It seems to be a tricky one for them to understand where the problem lies but they have at least been very responsive and are trying to help. I have had a few different Support Staff get involved (and different Departments) and have been told that it should be de-activated as the account has been moved over to the rental address (which happened a couple of months ago now) but this may have been an assumption based upon the present facts. I notified the NBN Removal Team yesterday that the provider thinks that the line should be de-activated by now BUT the Relocation Team immediately checked and sent me back a screen shot showing that it is still "Active". It is a little concerning that this is not a straight forward request and did not happen automatically when moving the account over to a different address as we can't have been the first customers to ever do this I would have thought. Maybe because the account was not actually physically transferred over but instead a new account had to be created, and the old one supposedly terminated, as a part of the TPG "Moving House" procedure? I will post the solution on here once it is evident. But for now the TPG team are looking into it further. The last correspondence I had with them was yesterday when I notified them of the "Active" status as still being shown when checked by the NBN Removal Team.

SixCarbon3 · ‎09-06-2023

Thank you Shane. I have now sent you my details.

SixCarbon3 · ‎08-06-2023

Hi, I have moved out and am renting while my house is being prepared for demolition and then a new residence will be built in its place. I have successfully had my TPG NBN account transfered over to the rental home. As a part of demolition the physical NBN equipment was removed by a NBN contracter and the service is then to be disconnected to the property. However I have been informed that: "... our records cannot be updated to reflect removal of nbn® assets, as there appears to be an active service at your property address. As your service is managed by your preferred phone and internet provider, please contact them to arrange disconnection." Can someone please advise me on how to completely disconnect the service to that property so that I can then inform the NBN Relocation Works Team so that they in turn can update my NBN records to reflect this?

SixCarbon3 · ‎20-02-2019

Hi @Will, I've tested it & the VOIP home phone service is now working. Thank you for your help on this matter. :) Regards, SixCarbon3.

SixCarbon3 · ‎15-02-2019

Great! Thank you @Will. :)

SixCarbon3 · ‎13-02-2019

Hi, On Tuesday we had a Technician fix our NBN connection issue. The internet now works but the VOIP doesn’t. The phone no longer has a dial tone & when you dial our VOIP phone number there is a recorded message saying that the number is no longer valid. Please help!

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About SixCarbon3

New House - Requires NBN Connection

Re: VOIP Not Working - Your Call Could Not be Connected at This Time. Please Try Again Later

VOIP Not Working - Your Call Could Not be Connected at This Time. Please Try Again Later

Re: Incoming VOIP Calls Not Working - Your Call Could Not Be Connected. Please Check the Number & Tr...

Incoming VOIP Calls Not Working - Your Call Could Not Be Connected. Please Check the Number & Try Ag...

Re: VOIP Not Working - Your Call Could Not be Connected at This Time. Please Try Again Later

VOIP Not Working - Your Call Could Not be Connected at This Time. Please Try Again Later

Re: Demolition - NBN Service Needs to be De-Activated by TPG

Re: Demolition - NBN Service Needs to be De-Activated by TPG

Re: Demolition - NBN Service Needs to be De-Activated by TPG

Demolition - NBN Service Needs to be De-Activated by TPG

Re: VOIP No Longer Working After Technician Fixed NBN Connection Issue

Re: VOIP No Longer Working After Technician Fixed NBN Connection Issue

VOIP No Longer Working After Technician Fixed NBN Connection Issue