topic Re: Hash Key not recognised in Sky Mobile

Hash Key not recognised

chris623 — Mon, 01 Sep 2025 12:40:10 GMT

Trying to log on to on line NSANDI with mobile Apple SE to verify account. They do not recognise the sound of the Hash Key. What can I do about this?

Re: Hash Key not recognised

caesarome — Mon, 01 Sep 2025 12:47:18 GMT

@chris623

Try contacting them to see what they suggest ?

Re: Hash Key not recognised

63johnw — Mon, 01 Sep 2025 12:53:29 GMT

Hi @chris623 is your firmware up to to date ?

Re: Hash Key not recognised

chris623 — Mon, 01 Sep 2025 13:37:10 GMT

Firmware is up to date NSandI think it is a software issue with mobile network. I am trying to contact them but to contact them I also needed to press Hash key !

Re: Hash Key not recognised

PandJ2020 — Mon, 01 Sep 2025 14:06:48 GMT

DTMF tones are generated by the sending device - they are then transported over the cellular network to NS&I.

A quick Google shows others have had the exact issue sending this tone. (One post even suggested it's NS&I's policy to say it isn't their issue)

Some suggestions include hanging up and trying again as it works 'about 50% of the time'.

One possibility is the quality of the audio transmission over the cellular network. If the signal is overly-compressed (possibly due to limited bandwidth) then the destination may not recognise the tone.

Worth trying switching to WiFi calling (or vice versa if on) and seeing if a clearer tone is received. DTMF uses Internationally standard tones.

Re: Hash Key not recognised

adrill — Thu, 25 Sep 2025 14:38:54 GMT

Turn wifi off on your phone then they accept the hash tag.