Re: [Sonic #7202848] unable to enter landline phone keypad touchtones after connecting on call

[http://dummy.us.eu.org/robert (Robert )]

Was the information I've provided on Thursday night sufficient to diagnose
the problem?

 > From: http://dummy.us.eu.org/robert (Robert )
 > Date: Thu, 22 Jun 2023 18:44:05 -0700
 >
 >  > From: http://www.sontec.sontrak.net/~support
 >  > Date: Thu, 22 Jun 2023 13:38:56 -0700
 >  >
 >  > Hi,
 >  > Sonic Support here.  Terribly sorry about the issues you are having with your
 >  > phone system.  We need to rule out a few things.  Please retest after each step
 >  > to see if the issue persists.  There is a known bug that is causing issues for
 >  > a small amount of customers when trying to press a number on a phone tree.  We
 >  > are actively working on trying to solve this.
 > 
 >  > 1.) Make sure  your phone is plugged directly into the fiber box.  Bypass an
 >  > internal house wiring.  See if that fixes the issue.
 > 
 > This did not fix it.
 > 
 >  > 2.) Take the power out of the fiber box for 15 seconds, and then plug back in.
 > 
 >  > Once it comes back up, retest.
 > 
 > The first time I made the call, it worked -- all my touchtones were picked
 > up.  When I called the same number again a second time and third time, it
 > failed to pick up the touchtones.
 > 
 >  > 3.) Take the green tip fiber cable out of the fiber box by the green tip and
 >  > then plug back in after 15 seconds.   Retest one more time.
 > 
 > This had the same behavior as #2.
 > 
 >  > 4.) If none of the above works, we then need a call example that is less than
 >  > 24 hours old.
 > 
 > I just recorded a call.  See attachment.
 > 
 >  > Please let us know the day and time,
 > 
 > Thu Jun 22 @ 6:39pm
 > 
 >  > who you called or called you,
 > 
 > I called RingCentral to join a meeting.
 > 
 >  > and their phone number.
 > 
 > 650-242-4929
 > 
 > I entered 1234567890# as a test.  During the first entry, it dropped all
 > numbers except the "6".  During the second one, it mixed up two of the
 > numbers and dropped the "8".
 > 
 >  > Our phone techs are in Monday - Friday, 8am - 5pm, so don't do call examples on a Friday afternoon, Saturday, or Sunday
 >  > morning as our phone techs will not be able to review them in time.
 > 
 >  > Hope this helps.  Warm regards,
 > 
 >  > Ken
 >  > Technical Support Representative
 > 
 >  > http://www.sonic.net/~support                         Sonic.
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 >  > 1.855.394.0100 (Tech Support)       Santa Rosa, CA 95407
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