Phone fails to generate DTMF tone in voice menu

Question

Level 1

20 points

Phone fails to generate DTMF tone in voice menu

Quite often after I have dialed the number and dealing with voice menu where I need to push buttons for various options, the phone fails to generate the tones. I press any number, the screen flashes briefly, but no tone is generated. Usually I am able to "fix" the problem by actions like turning on and off the speaker, or hiding and restoring the keypad - then suddenly it starts working and pushing the buttons generates the tones.

This is iOS 14.2 on iPhone 7.

iPhone 7, iOS 14

Posted on Dec 21, 2020 8:02 AM

Reply

Answer 1

ryane77

Community Specialist

Dec 23, 2020 1:51 PM in response to vad335

Hello vad335,

Welcome to Apple Support Communities. It looks like you're having issues with dialing numbers, and issues generating the tones. We'd be happy to look into this with you.

To get started, let's make sure your iPhone is running the latest iOS version 14.3, so if you haven’t updated to that, let’s do so now.

How to back up your iPhone, iPad, and iPod touch

Update your iPhone, iPad, or iPod touch

Also, let's check if there is any pending carrier updates by going to: Settings > General > About. If an update is available, you'll see an option to update your carrier settings.

Let us know if that helps. We'll be looking forward to your response.

Reply

Answer 2

jdo_apple

Community Specialist

Dec 24, 2020 11:59 AM in response to vad335

Hi vad335,

Thanks for getting back to us with those additional details. We understand the importance of being able to press buttons to select from options during calls. Let's continue working on this together.

Are you experiencing this behavior with a specific contact? Is this happening in different geographical locations? When did you first notice this issue? Also, are you having any issues with FaceTime calls?

The next step we would like to try is, resetting your network settings. You can do this by going to: Settings > General > Reset > Reset Network Settings. Keep in mind, this also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Also, if you haven't already, please try to contact your carrier regarding this issue.

Thank you for using Apple Support Communities. Have a nice day.

Reply

Answer 3

vad335 Author

Level 1

20 points

Dec 24, 2020 12:24 PM in response to jdo_apple

Dear ryane77 and jdo_apple, I understand that you are harvesting the points here by posting general scripted troubleshooting hints, while having 0.00 idea about this particular problem. This would be hardly tolerable if you limited your efforts by just asking questions, but when you start giving instructions like resetting network settings, that actually do harm without a slightest chance to fix the problem you have no idea about, it's hardly acceptable.

Reply

Answer 4

raina_b22

Community Specialist

Dec 24, 2020 2:14 PM in response to vad335

Hello vad335,

Thanks for following up with us. We understand that when you make a call, and need to select from menu options the number pad on your iPhone is unresponsive, and the workaround you tried is turning on/off the speaker or hide/show the number pad.

We're asking probing questions to isolate this issue further, and we're suggesting the least invasive troubleshooting steps to help with the issue you're having.

If that didn't help, please contact Apple Support to investigate this issue further. You can reach out to them here;

Get Support

Thank you for using Apple Support Communities. Have a nice day.

Reply

Answer 5

vad335 Author

Level 1

20 points

Dec 23, 2020 2:35 PM in response to ryane77

Yes, it's 14.3 and no carrier updates. I'd like to stress once again - it's not happening all the time. When I dial the number initially, it obviously works. But once the call is connected and there's voice menu, it occasionally (not always) stops reacting on pressing the buttons, so it's impossible to navigate touch-button voice menu.

Reply

Phone fails to generate DTMF tone in voice menu

Similar questions