Unable to make call to office extension

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I've Been Here Awhile
Posts: 3

Re: Unable to make call to office extension

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.

Retired Moderator RogersHassam
Retired Moderator
Posts: 571

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 

I've Been Here Awhile
Posts: 3

Re: Unable to make call to office extension

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.
Retired Moderator RogersSannecia
Retired Moderator
Posts: 187

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

I've Been Here Awhile
Posts: 3

Re: Unable to make call to office extension

I just called and apparently this is a known issue and they r working on a fix. The problem is with the box.
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Retired Moderator RogersSannecia
Retired Moderator
Posts: 187

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

I Plan to Stick Around
Posts: 9

Re: Unable to make call to office extension

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
Resident Expert
Resident Expert
Posts: 2,632

Re: Unable to make call to office extension

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.


I Plan to Stick Around
Posts: 9

Re: Unable to make call to office extension

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.

I've Been Here Awhile
Posts: 2

Re: Unable to make call to office extension

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.