1300 and 1800 Troubleshooting For Service Difficulties and Faults

Did you know your 1300 or 1800 inbound number merely imitates (piggy-backs) the configuration of your destination landline, mobile or other destination services eg Voice Over Internet Protocol (VoIP), VoIP hardware, VoIP equipment, VoIP software, VoIP services, smart mobile phones etc.

This means that the majority of reported 1300/1800 number service difficulties or faults are usually caused by our customers' other fixed landline, VoIP (IP telephony), cable telephony or mobile phone services and associated configurations.

NO FAULT INVESTIGATION FEES: Our Customer Support Team is here to assist you promptly to investigate and resolve any service difficulty genuinely related to the services provided by us. However, if you report a service fault that is unrelated to a service provided by us or a fault caused by (or incompatibility with) another Service Provider's network, then we reserve the right to recover our time costs by charging a minimum fee of $50 per 15 minutes or part thereof for the time taken for our Customer Support Team and/or network engineers to investigate and identify the fault on your behalf which has been identified as caused by others and not caused by us.

Known Landline (non-Voip) Issues

DISCONNECTION FAULT:
Your 1300/1800 number gets a disconnected message.

SOLUTION:
  1. For Pay In Advance customers: check your spam folder for suspension notice/s and check your account is in credit. Next...
  2. Or for Pay In Arrears customers: check your spam folder for invoice dishonour or suspension notice/s and check you have paid your invoice/s. Next...
  3. Check your destination (diversion) number (landline, mobile etc) is not disconnected or faulty. If you are with TPG then see TPG known issues below. Next...
  4. Log into your Customer Tool Box, click Services tab and make sure you are dialling the correct service number and not reading the 1300/1800 off your website/business cards. Next...
  5. Once Logged into your Customer Tool Box, click Services, find the 1300/1800, click on manage, ring the landline or mobile number listed in the destination/Primary Answer point number. If this number does not work, change your destination number to another number eg change the landline destination to a working mobile destination (or mobile destination to a landline), submit changes and retest. If the 1300/1800 now works, then your original destination number is faulty. Log a fault with your destination number Provider. Next...
  6. If none of above, log a fault through the Fault Notice Form
DIVERTING (CALL FORWARDING/CALL OVERFLOW) FAULT:
Your 1300/1800 number is not diverting to another number if busy or rings out.

SOLUTION:
  1. If you do your own call forwarding, check your landline/mobile handset call forwarding settings.
  2. If we do your call forwarding, ensure you have activated call waiting on your mobile handset and/or removed your message bank on your landline handset. Please also check your overflow ring out time is set to 15 or 20 seconds. Note: Our system will need to overflow your calls before your mobile/landline message bank kicks in.
  3. If none of above, log a fault through the Fault Notice Form
MOVED PREMISES FAULT:
You have moved location and your 1300/1800 number is not connected or is answering at the wrong (or old) destination number.

SOLUTION:
  1. Check your landline is not disconnected or faulty.
  2. Check you have changed your new landline number in your Customer Tool Box.
  3. If we do your call forwarding, ensure you have activated call waiting on your mobile handset and/or removed your message bank on your landline handset. Please also check your overflow ring out time is set to 15 or 20 seconds. Note: Our system will need to overflow your calls before your mobile/landline message bank kicks in.
  4. If none of above, log a fault through the Fault Notice Form

Known VoIP (IP telephony) Issues

VoIP Compatibility

It is common public knowledge that some VoIP hardware, equipment, software or services may not be compatible with other VoIP hardware, equipment, software or services. We also advise that we do not have any control over the functionality of VoIP hardware, equipment, software or services. As such our duty of care ends where our inbound 1300 numbers and 1800 numbers terminate on any VoIP hardware, equipment, software or service.

From time to time you can expect technical difficulties and faults when 1300/1800 inbound numbers are routed to VoIP DID numbers rather than PSTN numbers. We indemnify ourselves and do not accept responsibility for faults that occur between inbound numbers and any VoIP hardware, equipment, software or service.

VoIP Outages - Protect Yourself

If your 1300 and/or 1800 number is piggy-backed/routed to a VoIP destination number and your VoIP goes down, then your customers can't get through.

We strongly recommend you add a default overflow destination number (PSTN landline, mobile, voice2email) to your primary VoIP destination number. Allow, say 15 seconds overflow. You can do this through your Customer Tool Box. Once you have the default overflow in place you will soon know when your VoIP goes down as you will start receiving calls to your default overflow destination number (landline, mobile, voice2email).

1300/1800 TPG - Known Issues

This issue applies if you or any of your customers have a TPG landline or TPG VoIP service.

When your customers call your 1300 number from a non-TPG landline or non-TPG mobile device your 1300 number connects correctly but when your 1300 number is dialled from a TPG landline the 1300 number will not connect.

These links below have references to the above TPG network fault. The links below provide some information about the many issues with the TPG network and how to rectify the issues so that any TPG customer around Australia can call your 1300 and/or 1800 service number.

Please see view these blog comments about TPG:
  • 'posted 2011-Dec-21, 1:07am',
    "It's generally related to the setup of the number. New FLR number allocated to carrier for a customer and all the number routing databases updated by all the carriers so calling the number from the carriers network results in a failed call as it doesn't know where to send the call and it just dies.

    This also tends to happen occasionally with LNP's - generally the situation is where the losing carriers number database isn't updated and it's trying to terminate the call inside it's network when it should be routing the number across to say TPG/Soul.
    View all TPG fault thread at:' https://forums.whirlpool.net.au/archive/1833549

  • another thread with the TPG issues can be viewed at : https://forums.whirlpool.net.au/archive/1611578
TPG FAULT ACTION:

For calls to your 1300 or 1800 number that are not being received from blocked/anonymous landline or mobile callers, we suggest you contact TPG to assist you to remove the blocking call feature from your TPG system.

For all else we suggest you immediately contact TPG to log a fault advising your TPG landline or TPG VoIP can't connect to a 1300 or 1800 number but when you ring the 1300 or 1800 number from your mobile it works.

Finally, we suggest you login to your Customer Tool Box and add an over flow to your 1300 or 1800 number to a non-TPG landlind or mobile phone. Set the overflow to, say, 30 seconds.