CrowdSupport®
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Level 1: Cadet

Calls from "Private" go straight to message bank

Answered
Phone calls received from most callers work perfectly.
However if the call is from Private it goes straight to voice mail.
How do I stop this..
Can't get calls from telstra
1 ACCEPTED SOLUTION

Accepted Solutions
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Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Calls from "Private" go straight to message bank

Open "Phone", then go into settings (3 dots top right of screen), then "Block Numbers", then switch off "Block unknown callers".
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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8 REPLIES 8
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Calls from "Private" go straight to message bank

what sort of phone is it?

If it is an android, check you call settings in the phone app for any setting mentioning block list or call rejection. Sounds like rejecting anonymous numbers has been toggled on

I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Highlighted
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Calls from "Private" go straight to message bank

Open "Phone", then go into settings (3 dots top right of screen), then "Block Numbers", then switch off "Block unknown callers".
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

View solution in original post

Level 1: Cadet

Re: Calls from "Private" go straight to message bank

Telstra shopfronr have checked the phone and it is not baring calls or putting calls to voice mail.

The phone is a new Samsung S9
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Level 1: Cadet

Re: Calls from "Private" go straight to message bank

If the phone was blocking or rejecting numbers why would it allow voice messages to recorded?
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Calls from "Private" go straight to message bank

Because you have a message bank service, calls will get diverted to that if they can't get to you.
I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 1: Cadet

Re: Calls from "Private" go straight to message bank

Thank you the fix as suggested was to 'un'-block unknown callers.
Why didn't Telstra staff on 132200 know this.
There solution involved cancelling my VIOP LTE capability. What will that effect
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Calls from "Private" go straight to message bank

Mobile Tech Support would be more geared to troubleshoot issues with the service, not issues with the phone itself.

TBH i'm surprised the store didn't pick up on this as their tech bar is more geared towards assisting with the device itself
I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Highlighted
Level 25: The Singularity
Level 25: The Singularity

Re: Calls from "Private" go straight to message bank

@Yastiandrie Most Telstra Stores don't have a real Tech Bar. The licensed one's are definitely lacking in that regard.

@Megafred Disabling the VOIP LTE capability will mean that your phone wouldn't use LTE for voice calls. Plus, it wouldn't have done anything to solve your problem.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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