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:
Wait for the prompt to enter my PIN and I type in:
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***
Solved! Go to Solution.
Okay. I actually got it to work somewhat by pretending I have a rotary phone. It seems the home phone, even though it is touch tone, wants to act as if it is a rotary phone. It has no problem with "press 1 for English" for example, but anything more than 1 digit, I put a " * " before entering the number and it works. But it will not work if you have to enter the pound (#) after the numbers. For example, I have to enter in the last 4 digits of an account. I enter in say *1234#. The voice comes back and confirms 123 as the number and is missing the "4". My guess is that it is not accepting the pound key as a "digit". If anyone wants to try, let me know the results.
This does not work for me. The Fido Rep tried this with me, the issue is that most automated forwarding systems dont allow * to be dialed, for some it makes the system repeat the options for tone dialing. The odd thing in all this is Rogers wireless home phone (same device) does not have this issue or the voicemail one, there are no complaints as far as i can find. The wireless towers are the same and so is the device so how come the Fido service is having problems?
Did not realize Rogers had no problems. I remember searching AT&T and could not find any problems. I sometimes think why I did not check out forums before I bought this, but considering it is the 21st century, I did not expect touch tone not to work properly. The voice mail I really don't care about as I have my answering machine getting the calls. (but the voice mail indicator should work). I see on the forums that there should be a fix coming through in the next 2 weeks. Hopefully.
So from searching through Rogers community forums I found that they also have the issue, people have been posting up there since September about the issue. So I guess this is a bigger issue then first thought. Hopefully this will be fixed next week as stated by ZTE.
I spoke with ZTE today and well they have delayed the update again. I got the following in response to an update:
Yes, We discussed it with Fido yesterday. It’s maybe more complicated than we supposed. So maybe we need more time.
Fido care to comment on this? I think most of your customers have had enough of this, I may have only had the service for a few weeks but how can you allow this to continue?
A small percentage of our Wireless Home Phone customers are having issues with touch tones that may cause difficulty navigating interactive phone menus or dialling calling cards and extensions. We are working with the manufacturer on a fix for those affected. We'll let you know when a solution is available!
I called for Home phone Fido couple time concerned about problems PINs or phone extensions not working and every time Fido home phone said will fix next 2 weeks, but now over 5 months but problems same
Fido can not charge me full amount every month when I couldn't use full of service Fido home phone.
Please credit my account for the cost of the service.
@Stoneton34 Welcome to the Community!
I'll send you a PM shortly so we can discuss this further.
@BMAN57 We are working with the manufacturer on a fix. We'll update this thread when a solution is available.
Thank you for looking into this and replying. I use this phone system mostly for work; dialing conference calls that require PINs to be entered is literally impossible. This forces me to consume some of my more limited and costly minutes on my mobile cellphone plan.
Has a resolution to this issue been identified?
You indicated that a "A small percentage of our Wireless Home Phone customers are having issues with touch tones that may cause difficulty navigating interactive phone menus or dialling calling cards and extensions." Does that statement apply specifically to my device (ZTE WF721)? Does this mean that there is a larger percentage of people who are not having this issue? If so, what device are they using? How can I switch to this device?
How can I escalate this issue to a meaningful resolution?