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 99% of reported 1300/1800 number service difficulties or faults are caused by our customers’ other fixed landline, VoIP (IP telephony), cable telephony or mobile phone services and associated configurations or incorrect call management feature configurations in the Teleca customer portal.
Fault Tracing – 99% of faults are not caused by Teleca
Here is a small sample of faults caused by customers’ faulty settings, customers’ faulty devices or customers’ own third-party suppliers or providers:
1. Customer’s 1300 number not working: Customer’s 1300 number not working because he ran out of credit and failed to top-up his account.
2. Customer published wrong number: Customer published a new 1300 number across all marketing media with the last two digits reversed.
3. Customer diverted to wrong mobile number: Customer configured his 1300 number to his mobile with the last digit wrong.
4. Customer diverted to faulty mobile phone: Customer diverted his 1300 number to his mobile where his mobile’s voice mail immediately answered all incoming calls.
5. Customer caused a call loop: Customer configured his new 1300 number to his mobile then called his new 1300 number from his mobile which caused a loop. That is, he was calling himself and claimed the 1300 number was faulty.
6. Customer ported to another Provider then called us about faults: Customer transferred to another provider and some days later the ex- customer called us complaining the service was not working. We explained that he is with his new provider and that there is nothing we can do. The ex-customer became agitated at us beleaving that we should engage with his new provider to fix the issue.
7. Customer changed his diversion setting in his account profile page and not his 1300 number management configuration setting: Customer updated their mobile number in their ‘Contact’ details, rather than under ‘Service Number Management’ and wondered why their new diversion was not working.
8. Customer’s answer point is faulty: Customer’s diversion number (mobile/landline) is faulty, therefore calls to their 1300/1800 number are also not connecting. Customer did not test call their answer point before logging a fault.
9. Customer’s overflow is not working: Customer’s calls to their 1300/1800 number do not overflow if busy or unanswered to their next answer point and/or Voice 2 Email, because their mobile phone’s Voice Mail answers before the inbound call can overflow. The overflow time in seconds for the overflow to the next destination must be less then the time for mobile’s Voice Mail to answer the inbound call.
10. Customer’s overflow to our Voice 2 Email feature set at 120 seconds: Customer’s calls set to over flow from mobile phone to our Voice 2 Email feature after at 120 seconds. Customer wondered why our Voice 2 Email feature was not working. Advised customer that no one is going to hold on for 2 minutes and changed the overflow setting down to 15 seconds.
11. Customer complained he was receiving calls from people dialing a 1800 number and diverting to his 1300 number : Customer fogot he had a Google Adsword campaign using Google’s 1800 tracking number diverting to his 1300 number.
12. Customer’s faulty destinations in IVR: Customer has IVR diverting to landline and then overflowing to another landline and then overflowing to a mobile and then overflowing to voice to email. Customer complained that the 1800 number was not working. We advised that the issue is with either one or both of the landlines is a faulty by not permitting the overflow or the mobile is faulty because it’s voicemail is immediately taking the call.
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Test First Policy
As 99% of faults are not caused by Teleca and to avoid us applying a fault trace fee set out below, we suggest customers consider that the fault lies with either their device/s or their call management settings within their customer portal. That is, please perform your own testing before contacting us for assistance.
Fault Trace – Mobile Phone Device
If the customer’s diversion device is mobile phone then the customer needs to remove the mobile phone and replace it with an alternative mobile phone on a different network and retest before contacting us. This is because most mobile phone issues arise at some point on one network but not on another network. There may also be a mobile outage which can be explored at: Downdetector.
Fault Trace – Landline Number
If the customer’s diversion is to a landline then the customer needs to replace that landline with either a mobile phone or another landline and retest before contacting us. This is because customers who divert their 1300/1800 number only to a single landline risks the chance and the probability that the landline at some point will have an outage. Therefore 1300/1800 number will not function if that landline number is faulty. There may also be a phone/internet outage which can be explored at: Downdetector.
Our Fault Trace Fees and Charges
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 or a porting away 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 fees.
Our Customer Support Team’s charge out rate is $200 per hour in 15 minute blocks at $50 per block. Our Customer Support Team’s fault trace email replies are charged at $50 per email response.
Our I.T. Support Team’s charge out rate is $600 per hour in 15 minute blocks at $150 per block. Our I.T. Support Team’s fault trace email replies are charged at $150 per email response.
The above fees are applied to investigate and identify the fault or issue on your behalf which ultimately has been identified as caused by others and not by us.
Prices quoted ex GST