Understanding the Issue
- Voicemail not recognizing touch tones (DTMF)
- IVR (Banks, Retail vendor, Support, etc.) not recognizing touch tones (DTMF)
What happens and why
Touch tones (DTMF) communicate the numbers dialed to the network by transmitting an assigned frequency for each number. The frequency emitted when we dial a number creates an audible tone called a, "touch tone."
Many IVR's (Interactive Voice Response) today rely on DTMF tones to route calls when connected. If you're having a touch tone (DTMF) problem, you will probably be able to make and receive phone calls, but will have problems when making selections in IVR's.
Help & How to
- Turn off audible touch tones:
- From the Home screen, tap Applications.
- Tap Settings, Sounds (or Sound and Display).
- Verify the check box for Audible Touch Tones, Key Tones, Dial Pad Touch Tones (or similar names) is selected to enable touch tones.
- If you changed the setting, test the DTMF tones again.
- If the problem continues, verify the software version is current. If not, update the software.
- If you are using a non-T-Mobile Android device, test your SIM card in a T-Mobile Android device to determine if the issue is with your device.
- If you are still having this issue, contact us.