unanswered calls are disconnected

[MoB3]

Hi All,

The issue I have doesn't seem to have a 'board' to answer, so here's hoping someone is a competent dinosaur when it comes to non-smart phones or users! Just prior to lockdown I provided my aunt (in a care home) with a basic push-button mobile (4G) which, from day 1, produced a specific problem.  When called, the phone would ring several times and, if not answered, an unknown person would announce "[name of aunt] calling" followed by my aunt saying "[name]" and then the call promptly disconnected. No invitation to leave a message, nothing. Just a missed call notification.

Assuming it was the phone, I factory reset it several times, but to no avail.  Finally, I purchased a new Telstra Lite 2 phone a couple of weeks back, set it up without any call forwarding/voicemail etc and...yes...the exact same issue if the phone isn't answered within a number of rings.  Clearly it's not the phone (different brands), but could be something to do with the Telstra service?  

Can anyone help, please?  

[DrQ]

You can try dialling #002# and see if it turns it off for you. Otherwise I think it will need to be turned off by support team. If there is a store in your area that may be easier for that then trying to reach them by phone. 

[MoB3]

Thanks DrQ.  I'll give that a try.

[SteveW_52 · Accepted solution]

have you checked for any call divert/forwarding setting on the handset itself?

Does any of the information here help?

https://www.telstra.com.au/support/mobiles-devices/messagebank-call-forwarding-ring-time

[MoB3]

Hey Stevo  I will check this tomorrow when I drop off some Xmas goodies at the care home.  Cheers!