ZTE WF721 - Problems entering PINs or phone extensions

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I'm a Participant Level 3 dguard
I'm a Participant Level 3

ZTE WF721 - Problems entering PINs or phone extensions

I have a Fido "home phone" using the ZTE WF721.  When I call a phone service requiring a PIN or extension number to be entered, the first digit of the PIN or extension number is always repeated.  For example:

 

(999) 555-1212 requires PIN 62345 followed by pound.  

 

So, I type in the phone number:

1-999-555-1212

 

Wait for the prompt to enter my PIN and I type in:

62345#

 

System responds with something like:

"The PIN you entered, six-six-two-three-four-five, is not valid.  Please try again."  (Always the first digit repeated)

 

It does not matter what phone device is attached and placing the call and it does not matter what service I'm trying to call so it seems like it is an issue with the ZTE.  And, it always the first digit of the PIN or extension no matter what that digit is.  Of course, this doesn't make much sense to me since it is the phone device that is issuing the DTMF signals.  The behaviour is as if the ZTE is inserting that extra leading digit.

 

Simple dialing of a phone number works fine.

 

Anyone else have a similar issue?

 

As an aside, the erratic behaviour of the message indicator light is also a continuing concern.

 

 

***Edited to add Labels***

Accepted Solution

Re: ZTE WF721 - Problems entering PINs or phone extensions

Hi everyone,

 

The update for the WF721 is now available. This update will improve touch tone performance and address a bug with the message waiting indicator.

 

Click here for more info.

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I'm a Contributor Level 2 Doogie87
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Re: ZTE WF721 - Problems entering PINs or phone extensions

I find it interesting when you go to the manufacturers website they don't even acknowledge that product exists.

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I'm a Participant Level 3 AllanCB
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Re: ZTE WF721 - Problems entering PINs or phone extensions

From: support@ztecanada.com
Date: 11/19/15
Hi! We had provided new software, upgrading will be automatic, you only need to power on. but it needs FIDO to release, I’m not sure when it’s happen, maybe one or two weeks.As you know, WF721 users are only voice service, but upgrading needs data, so FIDO wants to get a plan to provide all WF721 users data service for upgrading.Thanks.

 

Stephen ... FIDO HAS HAD THE UPDATE SINCE BEFORE NOVEMBER 19... why hasn't said update been sent out to the customers?
NO customer who is having this issue should be paying for a half functional service.
You'd not pay for a car that only started once a day would you?

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I'm a Participant Level 3 AllanCB
I'm a Participant Level 3

Re: ZTE WF721 - Problems entering PINs or phone extensions

The software update was sent to Fido in October 2015.  Why has it taken Fido over 3 MONTHS to update the devices?
I'm close to the 'breaking point' and calling CRTC as this is NOT a fully functional home phone syste.

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Moderator
Moderator

Re: ZTE WF721 - Problems entering PINs or phone extensions

Hey AllanCB and welcome to the Community Smiley

 

Sorry to read about the trouble you're having with your ZTE device.

 

I'm sending you a PM to get this looked into.

 

 

 

 

 

 

 

 

 

 



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I'm a Contributor Level 2 Doogie87
I'm a Contributor Level 2

Re: ZTE WF721 - Problems entering PINs or phone extensions

I seeyou are getting the same canned reply they have been sending out for months.

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I'm a Contributor Level 2 Doogie87
I'm a Contributor Level 2

Re: ZTE WF721 - Problems entering PINs or phone extensions

Yes I have for about 4 months and have received no solution

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I'm a Contributor Level 2 Doogie87
I'm a Contributor Level 2

Re: ZTE WF721 - Problems entering PINs or phone extensions

After reading this post I am really even more pissed off. I am not going to be paying my bill for any of my FIDO services until this is fixed. This is the worst customer service I have ever experienced

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Re: ZTE WF721 - Problems entering PINs or phone extensions

Hey Doogie87,

 

Thanks for reaching out!

 

Once this is fixed, we'll update you. It's taking more time than expected, we apologize for the inconvenience.

 

Don't hesitate if we can help out with anything else in the meantime! 



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I'm a Contributor Level 2 Doogie87
I'm a Contributor Level 2

Re: ZTE WF721 - Problems entering PINs or phone extensions

Hi

Yes you can help me, please credit my account for the cost of the service since I first purchased it. Given the issues most people are having with this unit it appears to me FIDO is not providing the service they are charging for. I await your reply via PM.

Thank you.

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Former Moderator FidoAmanda
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Re: ZTE WF721 - Problems entering PINs or phone extensions

I'm sending you a PM @Doogie87.

 



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