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Occasional Contributor Bevk23
Occasional Contributor

Suddenly can't phone South Africa

My hubby and I are on contracts and have never had a problem calling South Africa - the calls are billed in addition to our monthly bill.

 

However, I needed to call someone in Johannesburg today and I kept getting a message saying "insufficient balance".

There are a couple of other garbled messages that I can't make out, but basically we can't phone SA.

 

Both hubby and I are on different contracts, but both having the same problem.

 

Any ideas as this will be a major problem if there is a family emergency.

 

Thanks.

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Online Community Manager
Online Community Manager

Re: Suddenly can't phone South Africa

Hi there Bevk23, 


I haven't seen any notifications on reports from other customers having issues calling South Africa.

I suspect something isn't provisioned correctly on your services.

Have you tried restarting the phones? It's amazing sometimes what a simple switch off and back on does.

If that didn't do the trick, you will need to contact Optus.


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Occasional Contributor Bevk23
Occasional Contributor

Re: Suddenly can't phone South Africa

Thanks, I have tried restarting my phone and it makes no difference.

 

I just called a bank in South Africa and now I get a "your account is blocked/locked" message.

Calling another country like the US is working fine.

 

I have spoken with Optus and they have raised a technical support ticket, so maybe they can work it out.

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Online Community Manager
Online Community Manager

Re: Suddenly can't phone South Africa

How strange.


Let us know how it goes.


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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New Contributor BoDiddly
New Contributor

Re: Suddenly can't phone South Africa

I have been having the same problem for quite a while.  For many months I have received the "you have insufficient balance" message but the call would still connect.  For the last three weeks I cannot connect at all.   My brother in the UK gets the same message when he calls the same SA numbers but the calls still connect.

Have reported the problem to Optus and they are investigating.

I do hope the problem isn't on the SA side. 

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Occasional Contributor Bevk23
Occasional Contributor

Re: Suddenly can't phone South Africa

After I posted here last week, I did open a support ticket with Optus. Whilst their technical team didn't call me back, I did try a South African number today and it seems to be working. My husband has reported the same issue on and off for some weeks, so I'm not sure if it's actually resolved, or I happened to be able to get through because it simply wasn't glitching at that time.

Online Community Manager
Online Community Manager

Re: Suddenly can't phone South Africa

Would you happen to have the ticket reference? I'll have a look through the notes. We'll see what action was actually taken on this one.
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Please be mindful that moderator responses may be delayed until the upgrade is complete. We apologise for any inconvenience during this time.

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Occasional Contributor Bevk23
Occasional Contributor

Re: Suddenly can't phone South Africa

Yes, I have #21655599.

Thank You

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Online Community Manager
Online Community Manager

Re: Suddenly can't phone South Africa

To be honest with you, I really can't tell what's been done @Bevk23

I can see that an SMS was sent out asking whether the fault is still evident, but I can't see any notes relating to what was done to fix the issue.

I'd suggest keeping us updated here. If the issue rears its head again, I'm more than happy to alert our Network team.
--------------------------------------------------------------
We’re currently performing upgrades to the Yes Crowd platform.

Please be mindful that moderator responses may be delayed until the upgrade is complete. We apologise for any inconvenience during this time.

Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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Occasional Contributor Bevk23
Occasional Contributor

Re: Suddenly can't phone South Africa

Thanks - I did receive an SMS asking to reply "HELP" if the issue was still evident. I did respond as on that day there was still a problem, but I never got a call back to discuss. However, a few days later when I dialled an SA number, it went through.

I will come back here if the problem recurs. 

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