DTMF not working on EE Digital Voice landline

[samfieldhouse]

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?

[Stuatel]

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?????

[Ali_A]

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
 

[Stuatel]

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.

[Stuatel]

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.

[samfieldhouse]

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.