Can’t Receive Incoming Calls from Telstra Numbers?

briony on 06/04/2021 - 14:51
Last edited 06/04/2021 - 16:22 by 1 other user

I am with Optus on a post paid. Ported from Telstra in Nov 2020. I haven’t been able to get any calls or texts from numbers using the Telstra network for approximately 6 weeks.

No resolution in sight. It has been escalated as “high” as it can go. They won’t waive my bill till the case is resolved.

Any tips? New SIM? Optus have no idea it would seem. They keep asking for 3 Telstra numbers that can’t get through with dates and times. I have suggested they buy a prepaid Telstra sim and try themselves.

Frustrated much.

Mobile Optus Telstra

Comments

  • Quantumcat on 06/04/2021 - 14:52
    +5

    Maybe ask for people here with telstra numbers to call or text you?

    I have a Belong number (telstra network) that I'm happy to text you with if you want

    • briony on 06/04/2021 - 19:30
      +1

      Thanks. Am constantly being asked to do this by Optus to check if the issue is resolved. My family and friends are getting pretty sick of the requests.

      Have suggested Optus purchase a Telstra sim and try themselves.

  • holdenmg on 06/04/2021 - 15:27
    +5

    This:
    https://www.tio.com.au/making-a-complaint

    • deme on 06/04/2021 - 16:31
      +1

      This, do it now

  • Hithere on 06/04/2021 - 15:32
    +2

    So you can only receive Optus calls and texts?

    Have you checked your Optus APN to make sure it's correct.

    You can manually enter it yourself into your phone and make it the default APN. Sometimes it fixes this type of error.

    • Muzeeb on 06/04/2021 - 15:36

      I agree. Very likely a phone issue.

      OP - have you tried your Sim in a different phone?

      • briony on 06/04/2021 - 19:28
        +1

        Yes. Same problem.

    • deme on 06/04/2021 - 16:32

      APN has nothing to do with this

    • briony on 06/04/2021 - 19:31

      I can get calls from Vodafone and Optus. Just not Telstra. Have reset network settings numerous times.

  • bazingaa on 06/04/2021 - 15:55
    +1

    It should be a call routing issue at Telstra, they seems to be routing calls to their own switch instead of to Optus. What do you hear when you called from a Telstra number to your number ?

  • diceman99 on 06/04/2021 - 15:58
    -5

    Give a phone number a ring provided by your Service provider. It can tell you what number you are supposed to be ringing from. Make sure the number your ringing on is your number. Sometimes the copper lines get disconnected so your actually using the number say from your neighbour.

    • Muzeeb on 06/04/2021 - 16:05
      +1

      Pardon?

    • Godric on 06/04/2021 - 16:17

      My head hurts

  • diceman99 on 06/04/2021 - 15:59
    -2

    If its a mobile, call another mobile and see what mobile number your supposed to be calling from

    • Muzeeb on 06/04/2021 - 16:05

      Huh?

  • deme on 06/04/2021 - 16:30
    +2

    It's a carrier issue, Telstra has likely issued someone your old number on their network.

    Call your number from a Telstra payphone and see what happens. It'll likely dial.

    You have to be bloody firm with them as the carrier's first suggestion will be "oi mate get a number number lol"

    Call TIO

    • briony on 06/04/2021 - 19:32

      The number works for anyone calling from Optus and Vodafone.

      • deme on 06/04/2021 - 19:48

        Yeah sounds like the issue my mate had.

  • elgrande on 06/04/2021 - 17:58

    Are you using a samsung?

    ** not a troll answer

    • briony on 06/04/2021 - 19:34

      Apple 12 Pro Max

  • briony on 06/04/2021 - 19:27

    Just to clarify it is only numbers using the Telstra network (e.g. Telstra, ALDI) who can’t get through.

    The message they get is that the caller is not accepting incoming calls.

    It is definitely a network issue as I can get calls from Optus and Vodafone users.

    They keep asking me to be patient but I am over it. I can’t, for example, receive SMS codes from Westpac to to bank transfers.

    I highly suspect the issue is at the Telstra end. I still can’t get rid of the pain of them after spending being docked around by them after having moved to Optus.

    Will contact the Ombudsman.

    • deme on 06/04/2021 - 19:49
      +1

      Contact TIO asap

    • Lingo92 on 14/11/2023 - 16:53

      Hi Briony, did you ever get a resolution for this from issue?

      We are experiencing the same issue since recently porting a phone from number Telstra to iiNet. Something went wrong with the process (Telstra took weeks to manage to ‘close’ the account on their side). Mobiles on Telstra network now cannot call or text the number any more, but the phone can call those phones. Calls and texts to and from phones on non-Telstra networks work properly.

      Once Telstra finally managed to close the account they said the issue was no longer anything to do with them.

      • RR88 on 15/11/2023 - 00:22

        see my comment below

  • someonecanhelp on 06/04/2021 - 22:21

    If those numbers are not blocked from your mobile settings, Optus needs to escalate it to their internal porting team to investigate any misalignments in their backend system.
    Or port back to Telstra

  • tmacs1 on 07/04/2021 - 00:48
    +2

    Hey there!

    I had an issue recently with Telstra with my android phone where I could not receive calls from other mobiles (notably iPhones).

    Originally thought it was to do with carrier settings, but found it was to do with VoWiFi (phone uses WiFi if signal is weak). Turned this feature off and can receive calls again.

    Not sure if this relates to you, but worth a try as it should be easily disabled.

    Generally found by going to Settings > Networks & Internet > Mobile network > Advanced > Wi-Fi Calling, then turn off…

    Cheers

  • RR88 on 15/11/2023 - 00:20

    i had a similar issue recently, i had it on optus, i ported to telstra and had the same issues and then ported back to optus where it persisted. this was over the course of 18mo.

    i did all of the trouble shooting anyone could come up with including with apple techs who confirmed it was not an issue with my phone as it was replicated in another phone using the same sim.

    i got a new sim as well and had my service reprovisioned.

    I even bought a new phone!

    my case TIO case manager at optus said there was nothing they could do and that I should either, get a new number and set up an esim for my original number and have call forwarding set up

    OR try porting to vodafone

    i ported to vodafone and that seems to have resolved the issue.

    hit optus for a refund on you plan fees for the last few months and switch providers.

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