My wife works from home as a consultant for an insurance company, her shifts go for 5 hours. Since we have had the NBN and the phone is plugged into the modem, at 3 hours and if not at 3 at 4 hours the telephone disconnects. It doesn't matter what time of day she starts the phone disconnects.
On the modem the telephone light goes out the call disconnects and the phone light comes back on.
I want to know has anyone else had this?
or as part of the Fair Go policy OPTUS are disconnecting the call?
so you're saying that for her whole shift she makes an on going phone call? I've never heard of anyone being having their calls terminated for going to long but would be interested to know if there is a rule somewhere
Intriguing. As @SamSam asks are you referring to a single 3 hour call or just the call she happens to be on being cut off every 3-4 hours? Is this call being made overseas? To the US?
Doing some googling it does seem some carriers do have hard call limits of 3 or 4 hours (esp. the US). It may be that Optus does the same. I assume its to stop a situation where a call is made but then never hung up.
She starts her shift and recieves a call from the hub, she lifts the handset and places it on the table, she then uses a headset. Being an insurance company she is answering calls in cue. So it is one call that should go for 5 hours.
But since we have had the NBN, it disconnects exactly at 3 or 4 hours, and it doesn't matter what time her shift starts. That is why I am thinking it is a setting somewhere that basically says "This person has been on the call too long" and disconnects it.
What you just just posted is what I want Optus to tell me, because another lady that does the same job as my wife had the same problem was told by Optus it was because of the fair go policy and they fixed it.
Thank you for your reply.
@petergdownload thank you for the info as well, this is what I am trying to find out from optus as I feel this is the issue. I can't fault the NBN service and Fetch etc etc, just that the telephone disconnects and what you and others here have found makes sense. People may think well why can't she just reconnect, which she does, but twice she has been doing a quote for a client so lost a potential sale and every time she"logs out" during her shift, it goes against her KPI's
I had a lengthy conversation yesterday with Optus person, they are saying it is not an optus problem, that I need to change the phone settings, well there are no phone settings and the options through the modem that the phone is plugged into is minimal.
So I asked them to look at my call log, I was told they did not have access to that. Are they serious the telco that is looking after my telecommunications hasn't got a register of my calls!!!
They call me and tell me they have monitored the line and there are no drop out, and everytime they have done this my wife hasn't been working so the phone isn't being used. I am just taking this to the ombudsman, it is not my responsibility to find the solution to a problem for a service they are providing which isn't doing what we are paying for.