topic Re: DTMF not working on EE Digital Voice landline in Broadband & Landline

DTMF not working on EE Digital Voice landline

samfieldhouse — Fri, 27 Dec 2024 20:16:58 GMT

Evening,
Since migrating to an EE Digital Voice landline, we are unable to use DTMF tones with IVR systems, including, ironically, EE's support phone number.
You tknow the systems where a pre-recorded voice tell you to press 1 for custom service 2 for complaints, etc... none of that works. We can press the buttons but it isn't registered by the system we're talking to.

The setup
A Panasonic DECT base station connected to an EE digital voice adapter and an EE hub, with various DECT phones around the house.

What we've tried
Dialling numbers - fine. So we know the handsets work ok.
Different handsets - no joy with DTMF systems.
Different IVR systems; EE's helpline (LOL), insurance companies, random shop helpline. None of them work.

Any suggestions?

Re: DTMF not working on EE Digital Voice landline

Mustrum — Fri, 27 Dec 2024 20:25:05 GMT

@samfieldhouse you are not the first to post about this, you can either use the phone socket on the router or ask EE for a updated adapter.

Re: DTMF not working on EE Digital Voice landline

samfieldhouse — Fri, 27 Dec 2024 20:31:23 GMT

Thank you @Mustrum

We can't use the socket on the router as it's in a different part of the house. How do we request a different type of adapter? Is there a specific model number?

Re: DTMF not working on EE Digital Voice landline

JimM11 — Fri, 27 Dec 2024 20:31:55 GMT

@samfieldhouse The updated DVA does not work for all systems, the only proven and correct method that APPEARS to work is to have the unit connected directly to the ATA socket on the back of the EE Router, all other methods will FAIL at some point or other.

Re: DTMF not working on EE Digital Voice landline

samfieldhouse — Fri, 27 Dec 2024 20:34:58 GMT

@JimM11 thank you - but that's a bit annoying. The master socket is in a child's bedroom. Are EE working on this? Seems like that Digital Voice is being rolled out without being fully proven.

Re: DTMF not working on EE Digital Voice landline

JimM11 — Fri, 27 Dec 2024 20:47:14 GMT

@samfieldhouse Where currently have you positioned the router in relationship to the position of the original master socket?

You do not say what method or connection that you currently have for the BB nor which router you are using. Do you currently have any extension sockets for the landline elsewhere in the property. DV is what it is, tied to the router via it's own DECT interface or through the DVA, the upgraded Pro router's are alleged to be working but that is not 100% confirmed that all functions are good.

The Digital Home Phone section of the Forum has a lot more detail to issues/problems..

Re: DTMF not working on EE Digital Voice landline

samfieldhouse — Fri, 27 Dec 2024 20:57:55 GMT

We have an SH31B plugged into the master socket (in the child's bedroom).
The DECT base station is connected to the EE supplied digital voice adapter.
I'm not aware that the SH31B has DECT functionality? If there is, could I pair the DECT phones directly to the router?

Re: DTMF not working on EE Digital Voice landline

JimM11 — Fri, 27 Dec 2024 21:05:05 GMT

@samfieldhouse The router does have it, you can only try but the DECT is designed and operational with the BT Advanced range of digital phones to connect directly to the EE Router. So not sure if you will/can get your other set to pair to the router and you wont know until you try, If you have am extension socket in the property, direct Male/Male BT connector to the master socket and you will be able to place your system next to the extension socket.

Re: DTMF not working on EE Digital Voice landline

samfieldhouse — Fri, 27 Dec 2024 21:14:15 GMT

Interesting - so how do I find the DECT functionality in the router? I can't find a 'DECT pairing' option in the menu either Rin the app or using the direct IP panel.

Re: DTMF not working on EE Digital Voice landline

JimM11 — Fri, 27 Dec 2024 21:24:57 GMT

@samfieldhouse see if the video throws any light on it below.

How to set up your Digital Home Phone - The EE Community

Re: DTMF not working on EE Digital Voice landline

Stuatel — Fri, 28 Feb 2025 11:58:07 GMT

Some automated call responses require you to select a number for options. EE do this also. When I try to select a number from the options, the fibre broadband doesn't seem to see the number selected. The keypad tones do not work. Why? This is obviously a universally used method of selecting a menu as well as entering DOB, phone numbers etc etc.

So what's the solution?????

Re: DTMF not working on EE Digital Voice landline

Ali_A — Fri, 28 Feb 2025 14:39:36 GMT

Hi @Stuatel

What type of telephone device do you have connected to your Landline? Some devices may not be fully compatible with digital voice service.

Has this worked correctly in the past, or always been the case?

Ali

Re: DTMF not working on EE Digital Voice landline

Stuatel — Sat, 01 Mar 2025 13:04:54 GMT

The phone has always worked on copper, but since fibre installed, not so great. Connected to the adapter, but when requuired to select from a menu, i.e. press 1 for warehouse, 2 for shop etc. The keypad doesn't work. As a phone, dialling tone has changed but it works fine. A BT XD56. is the phone.

Re: DTMF not working on EE Digital Voice landline

Stuatel — Sat, 01 Mar 2025 13:05:41 GMT

Re: DTMF not working on EE Digital Voice landline

samfieldhouse — Sat, 01 Mar 2025 13:08:11 GMT

We solved the problem in the end.
Basically the ‘digital voice adapters’ were the issue.
We linked all our DECT handsets directly to the Hub so they all work as normal now.
press the ‘sync’ button on the hub and find the ‘pair’ or ‘link’ setting on your handsets menu.