topic Re: Customer Service Number Does Not Recognise Touch Tone? in Account and services

Customer Service Number Does Not Recognise Touch Tone?

username — Thu, 24 Apr 2025 19:29:23 GMT

I am trying to reach the +44 7782333333 number from overseas. It connects fine but somehow it did not recognise it when I press 1. Eventually it just hung up. I tried it multiple times.

I am calling it from a regular iPhone. Has anyone had the same problem? Thanks.

Re: Customer Service Number Does Not Recognise Touch Tone?

Paddiewack — Thu, 24 Apr 2025 19:36:45 GMT

It’s possible the foreign networks transmission of dtmf tones differs in the processing from the UK and as such isn’t recognised. Depending upon the urgency perhaps consider using a landline if you can.

Re: Customer Service Number Does Not Recognise Touch Tone?

username — Thu, 24 Apr 2025 21:12:33 GMT

Thanks. I don't have access to a landline. I have been going round and round with some chat agents the last 2+ hours 😞

Re: Customer Service Number Does Not Recognise Touch Tone?

Paddiewack — Fri, 25 Apr 2025 03:20:59 GMT

lol good luck with that. 🙄

Re: Customer Service Number Does Not Recognise Touch Tone?

Anonymous — Fri, 25 Apr 2025 12:47:18 GMT

Try Live Chat?

Re: Customer Service Number Does Not Recognise Touch Tone?

JonathanB — Fri, 25 Apr 2025 13:54:15 GMT

Hi @username,

It seems to be fine from the UK when dialling in. I do wonder as the 1st question is whether the call is about the number you're calling from press 1, or press 2 to enter a number manually. Maybe the call routing through from overseas is stopping the caller ID from picking up properly?

Do you get the same result whether you choose 1 and trying 2 to type in a number?

Most things the phone teams can help with are also possible on chat, except for a couple of processes involving secure info. Or if you're still no further forwards, please let me know a bit more about your query, and I can certainly check if it's something we can help with? It may depend on whether we need to access your account, but I'm happy to give general advice or point you in the right direction if it's something we can't help with on the Community.

Thanks,
Jonathan