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.
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.
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.