Problems with hash key when used for security

[white-cross]

When an organisation phones me to validate security, the automatic voice tells me to press the hash key to confirm I'm expecting the call. But pressing the key doesn't work, so I can't get any further

Help!

[Mark39]

If you press the hash button, do you hear the tone generated in your handset as you would with any other number key press?

[white-cross]

@Mark39 

No, I dont

[white-cross]

@Mark39 

Any more thoughts on this issue?  It really is incredibly inconvenient 

[Mark39]

@white-cross thanks for the prompt - I did see your previous post but was sidetracked and then overlooked it

I think the tones are generated by your phone handset and that may be where the fault lies. If you're able, it would be worth testing with a different handset?

[FLC]

I've seen a similar thing reported on Vodafone's VOIP service where the tone generated isn't transmitted at sufficient volume/clarity to be identified by the remote system listening for it.

But as @Mark39 says, if you can't hear it either, it would suggest a handset fault.