topic Re: Landline keypad response does not registe in Broadband & Landline

Landline keypad response does not registe

Id-y-ffid — Tue, 13 Aug 2024 10:29:17 GMT

Hi, using my landline with ee Digital Home Phone, keypad responses to automated services demands such as 'Press 1 for X, Press 2 for Y' etc do not register. As s a result many telephone services are not available to me.

My phone is a bog standard Panasonic KX-TGK220E

Any help much appreciated

Re: Landline keypad response does not registe

JimM11 — Tue, 13 Aug 2024 11:32:55 GMT

@Id-y-ffid What router do you have? and were currently is the panasonic base station plugged into?

Re: Landline keypad response does not registe

Id-y-ffid — Tue, 13 Aug 2024 11:47:11 GMT

Hi Jim, thanks for the quick response.

Router is a brand new ee smart hub plus

Panasonic phone base is plugged into ee Home Phone Adapter

Re: Landline keypad response does not registe

JimM11 — Tue, 13 Aug 2024 11:57:08 GMT

@Id-y-ffid Know this is a pain, but try calling EE CS then options to get to broadband when you listen to message its either 1 or 2, then and this is the pain, has been reported that what you are doing does not work through the adapter, but if plugged into the back of the router then options on keypad work, so once you know it works or not when plugged into the router, report your findings back to the forum.

Edit: think you can just do 150 from that phone, if not 0800 079 8586 and option is 2 for broadband/landline phone.

Re: Landline keypad response does not registe

Id-y-ffid — Tue, 13 Aug 2024 12:56:34 GMT

Cannot use that phone as the keypad response will not work😂 will try the online help chat option. thanks

Re: Landline keypad response does not registe

JimM11 — Tue, 13 Aug 2024 13:14:00 GMT

@Id-y-ffid So with that model does not work on adapter or even back off the router. Link to the manual. not sure if keytones option on phone works or can be change. worth a look. Page 26.

KX-TGK220E(en)_ZA (panasonic-europe-service.com)

Re: Landline keypad response does not registe

Id-y-ffid — Tue, 13 Aug 2024 13:06:42 GMT

Actually, i've just tried it direct into the hub and it works fine. I will report to ee CS as you suggest, and report back

Re: Landline keypad response does not registe

JimM11 — Tue, 13 Aug 2024 13:18:28 GMT

@Id-y-ffid Thanks for posting that back, hope it gets sorted, not sure if there is a FW change etc for the adapter, is it branded BT or EE? Good luck with it, at least you have a quick fix for urgent calls that require keypad follow up.👍

Re: Landline keypad response does not registe

Id-y-ffid — Tue, 13 Aug 2024 13:19:43 GMT

Spoke to CS, and a replacement adapter is being sent out as the original may be faulty. Will return to this thread when I have more to report.

Re: Landline keypad response does not registe

Id-y-ffid — Sat, 17 Aug 2024 21:48:06 GMT

The replacement Home Phone Adapter did not solve the problem. I have been advised by a BT/ee operator that I should plug the phone directly into the hub, as the adapters are very unreliable.

Re: Landline keypad response does not registe

JBB55 — Sun, 18 Aug 2024 19:09:28 GMT

I have the same issue. I was also sent a replacement adapter, which did not fix the issue. I have a Panasonic KX-TG7321E p lugged into the adapter, and also have an old school BT Response 120. Both work OK if plugged into the router, but do not work if plugged into an adapter. I've tried a few numbers - which fail to register the buttons pressed to select an option - including the BT/EE service on 150.

However if I call 1571 to access my voicemail, then I CAN use the buttons on either phone to select messages, delete them etc. regardless of whether the phone is plugged into the adapter or the router. So the issue does not affect ALL numbers.

Will have another go at customer services next week to see if this can be resolved. I can't believe it affects everyone who is using their home phone adapters??

Re: Landline keypad response does not registe

JimM11 — Sun, 18 Aug 2024 19:19:52 GMT

@JBB55 There is a new round of FW just being rolled out for the EE Smarthub+ routers just incase that is one off the possible issues of it being router to the adapter not sensing tone selection when requested to use a number. Latest FW is below. Just got mine last night but do not use the landline DV system.

r1.35.0-R-1138091-PROD-83002

Re: Landline keypad response does not registe

JBB55 — Sun, 18 Aug 2024 20:08:03 GMT

Thanks for the suggestion

I'm guessing that firmware updates pushed to the router without me knowing or having to do anything?

Just checked in the technical log and I also have r1.35.0-R-1138091-PROD-83002

So that level does not address the issue.

Re: Landline keypad response does not registe

JimM11 — Sun, 18 Aug 2024 20:20:05 GMT

@JBB55 We can rule that out then, Router FW update and V2 of the adapter still have the issue and as you say its not with everything as you voicemail works via both.👍

Re: Landline keypad response does not registe

Meibion1 — Mon, 26 Aug 2024 21:23:18 GMT

Rang customer services about adapter problems , CS advised that I probably had a faulty adapter, and they would send a replacement. Recieved rplacement and have noticed I have been charged £24. !!

Re: Landline keypad response does not registe

Peter_W — Tue, 27 Aug 2024 10:43:27 GMT

Hi again @Meibion, I'm glad to hear our team have managed to get this sent out; fingers crossed it should get this issue resolved for you too.

When it comes to charges, I would definitely recommend getting back in touch with our customer care team so they can get this checked out.

I totally appreciate it would have come as a shock if you weren't told of any charge, so they'll be able to look over all your options here.

Peter

Re: Landline keypad response does not registe

JimM11 — Tue, 27 Aug 2024 10:57:26 GMT

@Peter_W It would also be good, if you can confirm or contradict the accepted answer on the first page! Know you are responding to the additional charge as per this OP posting.

Re: Landline keypad response does not registe

Peter_W — Tue, 27 Aug 2024 12:17:59 GMT

Hey @JimM11, the accepted solution here is a definite workaround for the issue that the OP faced, but at the same time we appreciate not all users will want to have their phone located directly by their hub.

If a customer was wanting to use their phone in a different location then an adapter would still be required, and there is further troubleshooting our technical team can complete to help them get this working.

Peter