International calls ok, but can’t get past options to progress call

Question

International calls ok, but can’t get past options to progress call

My partner and I both have iPhones, she iPhone 11 max, me 8 plus. Both are Fully updated. When either of us attempts to contact New Zealand Immigration we get through no problem. However we then get the automated, ‘Choose an option’. It doesn’t matter what option we try (we have tried them all) but the automated voice says, “a valid selection has not been made”. This happens on both our phones. A friend with an android phone can get through and make an option! I have contacted ee, my provider and they say they can see no reason why the connection cannot be made. My partner makes calls to New Zealand most days to her mother, so I know it’s not our phone blocking international calls. As I said we can get through, but cannot get past the options to progress the call. We cannot even ask for a callback as we cannot get through the options. More than a little frustrated. If anyone out there can help please?

iPhone 8 Plus

Posted on Feb 11, 2020 8:56 AM

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Answer 1

Teddy_B

Community Specialist

Feb 14, 2020 10:25 AM in response to Coldstream2cg

Hello Coldstream2cg,

Thanks for these details. If this is happening with this one number specifically, you'll want to reach out to the New Zealand Immigration support another method and see if they have an alternate number you can reach them at.

Here's a link to the New Zealand Immigration page.

Cheers!

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Answer 2

Axel Foley

Level 10

149,568 points

Feb 16, 2020 5:29 PM in response to Coldstream2cg

Good for you. FYI - It was not magic. Remember that neither of your iPhones are able to send DTMF tones while on a call. The only reason your method worked is because you used your iPhone and sent the DMTF tones through his microphone. The problem still remains and it is linked to your carrier service which needs to be reset.

I, therefore, would ask you to try and complete what I mentioned in my previous post to address this. Do this whenever you guys have time. Thank You.

Axel F.

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Answer 3

CarlAVII

Community Specialist

Feb 13, 2020 5:34 PM in response to Coldstream2cg

Hello Coldstream2cg,

I know how important it is for you to be able to complete your calls that require you input extensions. When you have a chance, look over the information on this page: Make a call on iPhone

If you have not tried already, please Restart the iPhone. Does this help to resolve the issue?

Do you run into issues with all calls that have extensions, or just the one number?

I hope these details help. Best regards!

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Answer 4

Feb 14, 2020 12:43 AM in response to CarlAVII

Thank you for the response. I’m sorry to say this isn’t the answer to our problem. We had tried switching on or off, and all the phone setting are as you have described.

both our phones can make calls that have extension without any issues. However the particular number we are trying to call is the only number outside of the UK we have ever tried with an extension. As I mentioned we can both make international calls. Also our friend can call this number and get past the extensions, the difference is he has an Android phone.

so I’m still at a loss to understand why this is happening to our iPhones!

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Answer 5

Feb 14, 2020 10:47 AM in response to Teddy_B

Yep, that’s the number I use. We have both just tried it again, we get through, but the option is not recognised. I’ve tried emailing them and have explained our situation and requested a callback, which they offer. I received a email reply a week later saying they can’t assist, and point out we should call that number. Which makes me wonder what part of, ‘I can’t get through on that number’ do they not understand!

If I can’t get our iPhones to make this call I may end up asking my friend with his android phone to get through and ask for a callback on our number!

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Answer 6

Axel Foley

Level 10

149,568 points

Feb 14, 2020 11:00 AM in response to Coldstream2cg

Hi Coldstream,

The issue is that your iPhone is not able to send proper DTMF tones once the call has started and therefore you are unable to complete the process of choosing options (Press 1 for this and Press 2 for that etc).

This can be an issue with your carrier on your phone line however before you call them try the following-

Toggle your LTE to data only instead of voice and data and then restart your iPhone. Then try calling that number and see if that solves it. If NOT then also give your carrier a call.

Go to Settings-->>Cellular-->>Enable LTE and turn that to OFF and then restart your iPhone. Make sure that you turn LTE back ON after your iPhone has restarted and then make that call.

Axel F.

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Answer 7

Feb 16, 2020 5:02 PM in response to Axel Foley

Thank you for the response. Unfortunately I was unable to do this, maybe it's just me being a bit thick! However I did manage to resolve the problem and make the call. My partner made the call and got through as normal. When it came to the options, with the volume turned right up on my phone I pressed the corresponding key to make a tone at the same time as my partner pressed her key. As if by magic the tone was recognised on her phone and the call went through. Don't ask me why, but it worked. I don't know what Apple is playing at here, but something is sadly amiss!

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International calls ok, but can’t get past options to progress call

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