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touch tones not recognized after connection is established

NotNow2 · 2010-11-02T15:27:38+00:00

every phone is our house is affected by this: * a number is called and answered * a voice prompt requests a numeric choice (does not matter how many digits) * entry is recognized * next branch of menu-tree prompts for another choice * entry is not recognized but we hear the tone on our end -a verizon tech listened in with…

NotNow2

every phone is our house is affected by this:

a number is called and answered
a voice prompt requests a numeric choice (does not matter how many digits)
entry is recognized
next branch of menu-tree prompts for another choice
entry is not recognized but we hear the tone on our end -a verizon tech listened in with me and could not hear the tone
navigation is completely stopped

Because this is happening on all our phones, this points a problem at the beginning of the network or in the network. this never happened with copper wires, just with the digital plan.

any help or suggestions are greatly appreciated. I am still waiting for Verizon service to investigate the problem -it has been 10 days. Remote diagnostics say there are no problems.

Comments

jumpin68ny

Does this issue occur with all voice prompted systems or just one in particular?

NotNow2

this occurs with all tone response services EXCEPT the mailbox service. I can not even get through to Verizon Tech support. to be clear, we hear the tones on our end but the response system (or a person on the other end) can not hear the tones.

thank you for trying to help -you have no idea how frustrating this is as every service from Visa through DMV is tone response based and can not be used from our house phones.

lasagna

First, make sure that the phone line which runs to your old "copper" DMARK has been disconnected and wasn't accidentally left connected to your house wiring.

Next, try unplugging ALL phones and devices from their wall jacks and plug in a single working phone. Test. If that doesn't work, unplug that phone and try a different phone. If one of the two tests works, then there is either a bad phone or something on the line. Test until you find the phone that causing them all to stop working.

If none of the single phone tests work, then it shouldn't matter, but if you've got access to the wall jack, try flipping the tip/ring connections. In the jack, if the wires are the older four color -- red/green/yellow/black -- try flipping red and green. If it's newer style wiring, then this would typically be the "white/blue" with the "blue/white".

Most phones aren't polarity sensitive any more, but maybe something with your setup is.

NotNow2

thanks - we will try unplugging phones.

I do not know about the copper wire -we had fios service for a couple of years before we were switched to digital voice. the switch was completely transparent to us. As far as checking the ploarity on our jacks -we have so many jacks and I'm not precisely sure what to check for regardless - is that something a technician would do?

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