Landline keypad response does not registe

[Id-y-ffid]

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

[JimM11]

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

[Id-y-ffid]

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

[JimM11]

@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.

[Id-y-ffid]

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

[JimM11]

@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)

[Id-y-ffid]

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

[JimM11]

@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.👍

[Id-y-ffid]

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.

[Id-y-ffid · Accepted solution]

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.