Something really weird is happening to the NBN service at my relatives house. 2 days ago. We could not get any incoming calls on the phone. It kept going to Telstra Message Bank which was never switched on but Telstra took it upon themselves to switch the service on. I switched it off by typing in #99# into the phone. Then nothing but an engaged signal on all incoming calls. I thought Hmm! Maybe the phone is cooked! So I went and purchased a new phone. Same issue! Could make outgoing calls but nothing inbound. (The phone is connected directly into the modem and there are no other phone sockets in the house, but the internet is working fine)
So I call Telstra! 2hrs of trouble shooting and they tell me to call Uniden who was the manufactorer of the new phone I just purchased. So stupidly I did. The guy from Uniden laughed at me and said try plugging another phone in and see if it works. So I did! Still same problem!
I call Telstra back. Get someone els and spend another 2 hours trouble shooting! Doing the same thing I did the first time, I was on the phone with them. Annoyed much! You bet!
I say to the Tech on the phone. I have a spare Telstra Gateway Modem router to try incase its the modem that is cooked. He says great but you cant use it because all modems are coded and he cant initiate that modem in this service.
Hmm! Doesn't seem like there was much he could do to help.
It would seem that Telstra's overseas call centres will avoid at all costs to send a Tech out to fix a problem which clearly cant be fixed over the phone. I was on the phone pretty much the entire day to Telstra overseas Tech support and no matter what I said, they would not escalate it to a Tech visit.
Either way the problem still exists and the online Tech support left me high and dry because he couldn't fix it. He refused to send a Tech out to have a looked at.
Not feeling the love from Telstra at the moment. Very poor phone tech support which sounds like they have no idea what they are doing and reading off a script! Wont lodge a Tech support request!
Next step! Communication ombudsman. It'll probably take a month to sort out but clearly it takes government intervention to get any kind of Tech support from Telstra.
Solved! Go to Solution.
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You mentioned you have a spare Telstra Gateway Modem. If it is NBN compatible I suggest you try the spare modem. The server should automatically configure the gateway. If the connection is working correctly the phone light should change from green to blue on an incoming call even with no phone plugged in. If phone light doesn't turn blue then probably a network problem.
If incoming calls don't work with spare gateway then the problem is probably due to the way your phone service has been configured when message bank was added.
What model is the spare gateway?
Does phone light turn blue on an incoming call on the original gateway. If it doesn't then problem due to the way your phone service has been configured when message bank was added.
It shoul also turn blue during incoming call when the call gets connected to modem. The modem then sends ring current to the connected phone.
Strange that your spare gateway din't work. I bought one from cash converts and the internet and phone both worked.
So I attempted your suggestion once again. I thought, what if I reset twice while in a reset? This time I waited until all the lights went out and then just as the modem was rebooting, I pushed the reset button again. Kind of like a reset on a reset. I let them modem completely boot back up again and plugged the phone back into the modem. Called the house phone and what do you know!! The house phone rang. PROBLEM SOLVED.
I dont know what the difference was between holding in the reset button once and letting it reboot and doing it twice before allowing it to reboot. But it fixed the problem.
Thanks heaps for the advice. You should get a job working for Telstra support! LOL! I know I read your underline.
Anyhow Thanks again!
I'm glad to hear that sorted things our, thanks for letting us know @adzi,
I hope you have a good weekend.
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