Tones not registering

[lconnie]

When I dial a number and try to enter the proper code in response to a prompt from a secure system, the tones being sent from by cell phone are not being recognized and the call is terminated. Any other device calling it goes through fine. Any thoughts?

[lconnie]

I stopped in at a Verizon store and asked them to try it.  They could not get it to work from a cell either, his or mine, but were able to do so from their hard-wired phone.  I was asked to call custormer service and ask for tech support.  Something has changed in the last month, perhaps on the Verizon network, as I have been using my cell phone to call my security system for many years with no problem.  If anyone else has experienced this, I'd really appreciate knowing it before I call this in. Again, when I am prompted to entere a phone code and I do so, my security company's system does not recognize that I have pressed those keys, times out and terminates the call.  The Verizon employee tried increasing the length of tone and that made no difference.

Anyone?

[#3]

Hi, lconnie!

 I'd like to offer assistance on this concern.  Have you been able to use another cell phone with the security system? Do you use any other touchtone systems like our *611 service from your mobile phone? If you do, then do you still have the issue with those systems as well? Both these questions are key to finding where the cause and fix will include.

Since you've mentioned the DTMF tone was set to 'long' while speaking with our tech support team, there is no more settings directly on the phone to cause this issue.

Please respond back so I can make sure this is fixed for you!

Have a great day!

[lconnie]

The only Verizon cell phone that has been tried and succeeded was calling from northern Minnesota, about 20 miles from the called land line associated with the security system.  Three unique cell phones calling from the Minneapolis/St Paul area did not succeed.  Also, where I previously was able to get the tones to register from Skype via my computer, I no longer can get through that way either,  I have since talked to the security company again and they, in turn, talked to Honeywell, whose tech believes it to be a VoIP line or switching problem and suggested I try holding down the key for a longer period.  On a touch pad, that is not effective and even using the internal keyboard of the Voyager does not actually lengthen the tone, I don't believe.  I do agree that this appears to be a problem from the western Twin Cities to the called phone north of Brainerd, MN if that helps.  Is there any network change that has taken place in the last two months that may have affected this activity?  I've been successfully placing these calls from Verizon cell phones for six years with no problem.

I have no problem registering tones for any other service, auto phone systems, prescription lines, etc.  All read the tones just fine.  They are not, of course, in the same geographic area as the called land line, so I don't know how relevant that is.

I would much appreciate any suggestions.

[lconnie]

As an update, I am now in the town in which the called number is located. On my way here, I tried a call from one of our cell phones and it went through just as it always has, just fine, with no alteration to the length of tone or inserting pauses, etc. Geographically, the call was placed about half way between Princeton, MN and Milaca, MN. To me, that says that the consistent failure is solely from Verizon cell phones that are using facilities in the western suburbs of Minneapolis. Remember, the Verizon employee was calling from a cell phone in the Mound, MN store. A failure also occurred using Skype via the Internet, but that was on the third and fourth attempts out of six, with four completing successfully. None of the cell attempts have completed successfully. Something has changed on the network down there that is presenting keyed tones differently than before. If you are around yet on this forum, AdamE_VZW, please troubleshoot and get back to me. Thanks.

[ChristinaB_VZW · Accepted solution]

Hi Lconnie,

I understand your concern in this matter. I took the liberty of contacting the store in Mound, MN. I spoke with Nick, who did remember your visit! He explained all of your troubleshooting steps, as if he was reading your post. I asked him if he has had other customers coming in with the same issue of the prompts not recognizing when entering numbers in a menu on a call. He did mention that no other customers that have come in to the store have had this issue. In addition, there is nothing in my references that shows this is an issue. 

I see that you have an LG Voyager. Please make sure that the following feature is set to "Long" or "Normal ."

While on a call
Tap Options
Scroll to / Tap DTMF Tones

Tap Normal, Long, or Off

Please let us know if you have any additional concerns. 

Thank you!

[lconnie]

I'm not sure why anyone would mark this as solved.  The only thing suggested did not solve the problem and, just because it has not yet been reported by any other user, does not mean that it isn't a problem.  I still have no access to my security system from my cell phones while I am in the Minneapolis-St Paul area.  I just want to be sure that the community understands this is not "solved."

[cameojones1]

That solution did not work

[cameojones1]

My iPhone 13 Pro has this problem.  I ask Verizon to call me back.  When they do so, the robot asks me to press 1 to accept the call.  The phone number pad makes no sound.  So Verizon hangs up.  I think it has something to do with the line that the call is coming in on.  I try to answer it using the little green clock at the top of the phone, but that disconnects everything

[KH-cathy29811]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.