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Unable to make call to office extension

nambu123
I've Been Here Awhile

I can't call to my office extension from my rogers home phone , It reaches the office and when asked to dial the extension and extension number entered is not recognised by the system. While i can able to connect the extension from any other phones.

 

Any special about roger home phone for office extensions?

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Unable to make call to office extension

joel397
I've Been Here Awhile

Just had a Live Chat and the agent was able to help me upgrade the firmware. Issue solved!

View solution in original post

27 REPLIES 27

Re: Unable to make call to office extension

Gdkitty
Resident Expert
Resident Expert

Shouldnt be..

 

I call my office all the time, and am able to enter extention numbers just fine.

Each phone system could be different though, i guess.. in how they take the number entered (number broadcastes, listens for a specific tone, etc)

Re: Unable to make call to office extension

nambu123
I've Been Here Awhile

i am new customer , it was working for few days and i remember it was stopped working after i activated voice message

Re: Unable to make call to office extension

BBOK
I Plan to Stick Around

Running into the same problem here. Home Phone works fine but when typing extensions it doesn't seem to transmit the information. Any ideas?

Re: Unable to make call to office extension

RogersHassam
Retired Moderator
Retired Moderator

Hello @BBOK,

 

What exactly happens when you try to dial the extension? Do you get disconnected, any message etc.? How long has this been happening since? Please let me know. 

 

Thanks, 

RogersHassam 

Re: Unable to make call to office extension

BBOK
I Plan to Stick Around

Thanks for the quick reply. We have only had RHP for 2-3 months and I cannot say when it started. Wierdest thing though. I was looking through the manual of the new cordless phones looking for a possible suggestions and came across a mention of the usual "reset" suggestion. New cordless phone is a brand new Philips kx-tg787. So I thought why not unplug both the ZTE (RHP) and the cordless and see if it works. After plugging things back in I tried my work number/extension and got my voicemail! I then ran down to my wife to get her to try it and it went to the switchboard!?

 

The same thing happens when we call her office. Its as if the tone the phone sends cannot be interpreted by the office system.

 

Will tinker more this weekend when there is no one at work to disturb. Will also try and old corded phone to see if it make any difference.

 

Baffled

Re: Unable to make call to office extension

RogersHassam
Retired Moderator
Retired Moderator

Hello @BBOK,

 

Have you tried different handsets over the weekend? Let us know :). 

 

Thanks,

RogersHassam 

Re: Unable to make call to office extension

BBOK
I Plan to Stick Around

I got distracted over the weekend but I just spent the past half hour trying different things. Long and short of it is "No" I didn't come up with a fix. To rule out the new cordless phones I plugged an old corded phone directly into the back of the RH (ZTE) box and I get the same issues.  In 1 case the recieving phone service must gets some digits because it sends me to a voicemail that I don't recognize. At my wifes work I get a verbal message "I don't recognize that option". Any suggestions?

Re: Unable to make call to office extension

RogersHassam
Retired Moderator
Retired Moderator

Hi @BBOK,

 

I’d like to help in getting your issue resolved. Addressing the issue you’ve described involves accessing your account. I’m going to send you a private message from @CommunityHelps, when you receive it please check our messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.

 

Thanks!

RogersHassam 

Re: Unable to make call to office extension

Do u have a corded phone to test


Re: Unable to make call to office extension

stellaMce
I've Been Here Awhile

I am having the exact same problem. Can anyone tell me how to fix this

 

We used to be able to dial extentions or prompts no problem now I just get disconnected.

Re: Unable to make call to office extension

Hello @stellaMce,

 

Welcome to the Community Forums!

 

How long has this been happening since? Have you spoken to a home phone tech support agent over the phone regarding this issue and if yes, what troubleshooting was done? Have you tried different handsets to see if the issue is related to a particular handset? 

 

Thanks, 

RogersHassam 

Re: Unable to make call to office extension

chattykathy4
I've Been Here Awhile
I too am having the same problem however for me it is only when the extension starts with the number 2. It adds an extra 2 to the extention number I am entering. And yes in all of my phones but works fine if I use my actual cell so it ahs something to do with the phone modern.

Re: Unable to make call to office extension

Hello @chattykathy4

 

Welcome to the Community Forums!

 

I can imagine how frustrating it must be not being able to dial an extension from your landline.  How long has this been happening since? Have you spoken to a home phone tech support agent over the phone regarding this issue and if yes, what troubleshooting was done?

 

Thanks,

RogersSannecia

Re: Unable to make call to office extension

chattykathy4
I've Been Here Awhile
I just called and apparently this is a known issue and they r working on a fix. The problem is with the box.

Re: Unable to make call to office extension

@chattykathy4

 

If you can provide us with a few more details in order to assist you.

 

Are you using a Rogers Wireless home phone service with the equipment listed below?Wireless hp front.jpg

                                     Front

        

 

WF721_back.jpg

                              Back

 

 

Or are you using the Rogers cable Home Phone service with the equipment listed below?

 

front.jpg

                                                  Front

 

 

 

back.jpg

                                                     Back

 

 

Thanks,

RogersSannecia

Re: Unable to make call to office extension

BBOK
I Plan to Stick Around
Just bumping this up again. Yes I have tried it with a corded handset and moved the ZTE home phone pictured above. What is funny is that it works on some phone systems and not others ...my Rogers credit card is one that doesn't LOL

Re: Unable to make call to office extension

Pauly
Resident Expert
Resident Expert
it sounds like the ZTE wireless home phone device may not be transmitting the DTMF tones properly or correctly, nothing really rogers can do, except open a ticket with the vendor of the hardware (ZTE) in hopes that ZTE will push a software to the device to fix/correct it.


Re: Unable to make call to office extension

challenged
I Plan to Stick Around

I have the same problem as previous posts, but only sometimes. But I also have another problem that I think is related. I was unable to activate my replacement credit card. It asked me to input my 16 digit card number, which it could interpret. After several attempts, I got transferred to a person who input the number for me. But then I had to input my old pin number (and then my new number). It could not interpret my pin number. Unfortunately, the person was not allowed access my pin number but she could tell that the system was detecting 5 digits instead of 4. In the end, I had to make several attempts at activating the card by inputting the card number and pin number by voice. Eventually, I succeeded, but I was very stressed out in the end and thinking I had made a mistake changing to this system. I have used the same phones many times in the past to do this when I was with Bell and had no problem. In short, there seems to be a problem inputting any data once the phone connection has been made. Even using my voice is problematic.

Re: Unable to make call to office extension

tony2142
I've Been Here Awhile

I have the same problem and it is obviously with the ZTE box. I first called tech support in Dec and it was indicated they are aware of this problem and are working on it. I was interested to note that one of the specialists on this site agreed it was the box and said "there is nothing Rogers can do and hopefuly the vendor will fix the software". If Rogers are selling these units they have an obligation to ENSURE the vendor fixes it ASAP. I work from a remote site and can't call my employer on this phone. I have to use my cellular phone which works off the same system.  

Re: Unable to make call to office extension

@tony2142,

 

We apologize for the inconvenience this is causing you.

 

We are aware of a small percentage of Wireless Home Phone customers who are experiencing issues with touch tones that will prevent navigating through interactive phone menus or dialing calling cards and extensions.

 

We are working with our vendor on a resolution.

 

 

Was a ticket created for your issue? If not, please send us a private message to @CommunityHelps the next time you are online and we can create a ticket so you can be notified when the issue has been resolved. 

 

@RogersGabrielle

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