My brother lives at home with mum. He just got nbn connected, he is with Optus. Mum has a landline with Telstra, she was told She can keep her Telstra landline and that my brother can keep mobile services with optus. Since the nbn connection, mum can only receive calls from Optus phone's. She can only ring out to Optus phone's. She can't ring me or family because we are with Telstra.
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That sounds like it is a messy situation.
If your brother has had an NBN service connected with Optus at the house, then what has most likely happened is that the phone service has been migrated across as well as you can't have phone with one provider and internet with a different provider.
The whole process may have gotten really messy if the porting of the number from Telstra to Optus hasn't occurred properly. It could even be that your mother is calling from your brother's new number, if her number hadn't been ported across (porting shouldn't have happened as the account details wouldn't match).
Either way, the service hasn't been set up correctly, and it sounds like the advice that was given to your mother and brother was wrong to start with.
Thankyou Jupitor, l don't understand why Telstra mobiles cannot get through to her landline though.
All her Telstra friends and family get immediately diverted to message bank (mum's never used message bank before) She still has her landline plugged in to her original wall socket too? Its very confusing for us and neither optus or telstra are helping. Thankyou for your reply
It sounds like Optus has connected your mother's service, but it would now require Telstra to update their numbers database to point calls towards Optus. Optus phones automatically look at their own network first, so they "see" your mother's service. Other phones check with Telstra first (as the number was issued to Telstra originally), as there is no redirect (port) recorded in the Telstra system, the call goes straight to Messagebank as Telstra still thinks the number belongs in their system and that the phone is not plugged in.
You need to call Optus and get them to request that Telstra finish porting your mother's service to Optus.