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MrPaulJ's avatar
MrPaulJ
Tuning in
2 years ago
Solved

DTMF Tones not working on DECT phone over VOIP

Hi.

I have had a new Virgin Router with 2 Voip connections installed for some months. Phone calls out and in work fine, but I recently noticed I am unable tp respond to menu options using the phones keypad.

Is there anything I need to change on my Panasonic Dect phones which are over 10 years old or are new phones required?

Thanks in advance..

  • Client62's avatar
    Client62
    2 years ago

    The DTMF ( touch tone ) signals are just pairs of audio tones played over the call.

    Try calling to your mobile from the phone connected to the Hub, once connected press a few numbers and see if the tones are heard at the mobile.

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  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    What is the exact model of your Panasonic phones? If they are around 10 years old they should work OK. Have you checked through the menu options on the phone to confirm tone dialling is set?

  • Adri_G's avatar
    Adri_G
    Forum Team (Retired)
    2 years ago

    Hi MrPaulJ, thank you for posting on our help forums and welcome to the VM community.

    Sorry to see you're not able to select menu options using your handset keypad, we'd love to best advise on this.
    Please, visit our link here regarding landline features and you'll find more on this matter at the last paragraph there.

    In case you can test an alternative handset to see if the same problem exists this would be helpful, however we appreciate that this may not be an option.
    Can you tell as what model of Panasonic devices you currently have so we can advise more?

    Cheers,

  • MrPaulJ's avatar
    MrPaulJ
    Tuning in
    2 years ago

    Hi.

    Thanks for the response. I have checked keytones in the menu are on, retried a call but whilst I can hear the tones it didn't work.

    The model number of the phone is KX-TGA820E

    Thanks,

    • Adri_G's avatar
      Adri_G
      Forum Team (Retired)
      2 years ago

      Thanks for this, from what we've checked this model should be compatible with Voip if new - however there are older models with this code which may not be fully compatible if older than 10 years.

      Can you please confirm if you're using our adaptor at the back of the hub to connect the handset currently, or is it directly plugged on to the phone port on your hub?
      Also, would testing an alternative newer handset perhaps be an option, so we can check this and understand more?

      Cheers,

  • MrPaulJ's avatar
    MrPaulJ
    Tuning in
    2 years ago

    Hi.

    It is plugged into the adapter. I tried a BT Decor, old landline phone that I had lying around, but that had the same issue. I have run out of alternatives now.. 

    Thnaks for the help so far

    • Adri_G's avatar
      Adri_G
      Forum Team (Retired)
      2 years ago

      Thanks for confirming this for us, MrPaulJ. 🙂

      I'm sorry to see the issue persists regardless the device used, can you please try this again by connecting the line directly on the hub without the adaptor, if possible?

      Also, it might be a good idea to reach out to Panasonic for more advice on compatibility of your handset - that's up to you of course.
      Let us know how this goes.

      • MrPaulJ's avatar
        MrPaulJ
        Tuning in
        2 years ago

        Hi.

        Hi.

        I can't connect th phone directly to the Hub 5 as the connection is a DSL type phone connection.. 

        Thanks

    • goslow's avatar
      goslow
      Alessandro Volta
      2 years ago

      Do you have problems with menu selection when you are calling one particular number/company or are the menu selection problems present for all numbers that you call?

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    The DTMF ( touch tone ) signals are just pairs of audio tones played over the call.

    Try calling to your mobile from the phone connected to the Hub, once connected press a few numbers and see if the tones are heard at the mobile.

    • MrPaulJ's avatar
      MrPaulJ
      Tuning in
      2 years ago

      Hi.

      The plot thickens, I can dail out, the reciever answers but the reciever cannot hear me, although I can hear them.. and the same happens if the receiver then rings the home phone, I can hear them but they cannot hear me! So it appears there must be an issue somewhere. I am sure it did work at one time as I have phoned friends and family from the DECT phone but not recently. The issue only came to light once I realised that I couldn't use telephone menu systems.

      Thanks,

      • goslow's avatar
        goslow
        Alessandro Volta
        2 years ago

        One-way comm's and calls cutting out mid-conversation are mentioned regularly on here with a 21CV connection from the VM hub.

        If that pattern of one-way comm's is repeated using different phones (to eliminate a specific phone problem) then you are getting somewhere.

        Over to VM to sort that one probably but at least you have now narrowed down the issue.

    • TimBGH's avatar
      TimBGH
      Joining in
      12 months ago

      This is a diagnostic step - why is it flagged as an accepted solution? The solution lower down this thread is to reboot the hub, although sadly that doesn't work for me.