Forum Discussion
Thousands of patients with T-Mobile unable to use our IVR (DTMF tones not transmitting, requires multiple calls)
I work for medical clinic with about 600 users. For almost 2 years now, we have been having issues where wireless callers from T-Mobile/Mint/Metro PCS and all of their MVNOs, have the inability to get through our IVR system. They will push options in our main auto attendant IVR and it will not register anything they press. Sometimes it will take multiple calls before finally, they are able to transmit tones. I am able to duplicate this issue on my T-Mobile test line on my iphone (signed up for the 90 day evaluation) as well as a test android phone. Wifi calling disabled, strong LTE or 5G signal. Issue happens all over our City, and some of the surrounding cities. Both phones (iphone 14 Pro Max and T-Mobile Revl and OnePlus N200, all the latest ios and carrier updates). Our support vendor for our phone system and our SIP carrier keep telling us the issue is on T-Mobile's side. I had worked with T-Mobile support for several weeks, and they tried to blame the issue on iPhone, stating that ever since iOS 13, the DTMF Long tones are no longer a thing, and to verify that our system can handle short tones. I don't buy the DTMF thing, because why would Verizon and AT&T iphones not have any issues with our IVR. Plus, I can duplicate the same issue, multiple times, on an Android phone. They have now proceeded to kick the can down the road and told me to have our patients reach directly out to their support. Ok, we have done that, for 8+ months, and it got us nowhere, except 100s of angry clients with T-Mobile. I know at least 50 of our patients have switched carriers because of this issue.
I am literally at my wits end with this issue. Does anyone else out there have a similar experience or issue? If you did and solved it, please tell me what you did so we can try it. We have tried the whole Network reset, Wifi calling on and off, etc. I have made about 200 test calls in the past 72 hours, on both my T-Mobile phone, and another carrier. The other carrier, all 200 calls transmit DTMF without issue, the T-Mobile phones, its absolutely hit and miss.
No coverage at a hospital I have reported this since T-mobile acquire Sprint which was a better carrier for this hospital. We had service in the hospital. Most of my coworkers never switched SIM cards and they still have 3 bars in the hospital. I switched and many patients and vendors are left with 0.1 bar or you will go outside to the streets to get a signal or receive a call. This is unacceptable we have over 5,000 employees plus patients that use your services. Now contact me personally I do not want to list the address .
I am experiencing the same issue. Our patients with T-Mobile cannot access our phone menu and therefore cannot reach us. I've called and opened another ticket with technical support but no clear answers yet. Were any of you able to get the problem resolved.
Turns out for me the problem was something on Spectrums side. A flag 52 or something. The made the change and things work fine now.
I have the same issue with Western Union. Enter numbers and the IVR acts as though it is not receiving any tones. This is my first attempt with Western Union but it gave me numerous opportunities to retry. I tried slow, fast, long hold on the buttons (I realize that the transmitted tone may be the short DTMF but the time is long on my side). No matter what I try, the IVR Appears to not get any tone. iPhone 15 with latest firmware.
I just came across this issue today. It only affects calling from T-Mobile and Metro to a Spectrum/TWC PRI. I can call a Spectrum/TWC SIP trunk and DTMF is detected by the IVR (CUXN), but not on calls to the PRI. I have 3 that I tested. I have a ticket open with both vendors.
DTMF works for me unless for some reason I am on wifi calling. Try turning off wifi calling and see if that works.
This is really frustrating and has gotten worse and worse.
I have a Samsung A15. I have seen at least a dozen different ways to turn on DTMF tones (why they have to be turned on I don't understand--shouldn't they just ser on?) and none of them work because none of the options presented exist on my phone. I even have the chat "person" at Samsung stumped.
Seeing that this is an issue (for some?) I'd recommend filing a FCC complaint 'if' this is specific to T-Mobile and its MVNO + DTMF not functioning.
I know DTMF in general on T-Mobile does work (have to enter it for access to T-Mobile technical support), and for various other calls.
DTMF not working for Gov services would be considered a huge issue
Same issue here for over a year. I thought it was an iPhone issue, but after researching it appears to be specific to T Mobile. Its a hit and miss and more of a hit lately. So bad at times, I have to call using Google Voice number just to get through the prompts. Is there any fix in sight???
