Galaxy s7 keypad not working during phone calls

[jarvey]

I have this problem with at least 2 of my 4 S7 phones in my family.

When in a phone call that requires input using the keypad numbers do not enter. I have on occasion managed to use just 1 but I am unable to enter long numbers that are required when accessing conference calls.

Since this is happening on 2 phones I do not think it is isolated to just mine. My phone is 5 weeks old, the other one 5 months old.

I have searched online for a resolution but have not anythings relevant. Verizon troubleshooter did not help either.

Anyone know how to resolve this?

[SuzyQ]

Does this help?  DTMF - Samsung Galaxy S7 / S7 edge | Verizon Wireless

[vzw_customer_support]

This keypad trouble is definitely concerning, jarvey. Thanks for all your efforts trying to find a solution. The suggestion from SuzyQ is actually an excellent one, since it’s the most frequent cause for those automated systems not recognizing the tones when you press a key. If you still have trouble after changing the DTMF tones to Long, I’ll need a few more details about when this is happening. Do you notice it when calling into specific numbers? When using the keypad are you also connected through any hands-free device? Do you ever notice any trouble with the keypad/touch screen outside of during calls?

JenniferH_VZW
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If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

[jarvey]

Thank you for the suggestions, much appreciated.

I had tried changing the DTMF tones but that did not help. The keyboard is completely silent after pressing the first one or two numbers.

It seems strange that this happens on 2 phones I own, both S7.

Should my next step to go into a Verizon store?

Thanks.

[SuzyQ]

On an S6 (not sure if it's the same on an S7?) when you open the phone app, go to the top right corner and tap More...then Settings.  Is there an option for keypad sounds to be toggled on or off?