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

[JBB55]

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?? 

[JimM11]

@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

[JBB55]

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.

[JimM11]

@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.👍

[Meibion1]

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. !!

[Peter_W]

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

[JimM11]

@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.

[Peter_W]

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