BT call blocking phone. Doesn’t accept # from incoming calls to screen calls

[ZOBBY1]

Hi. Not sure where the issue lies. Recently our BT call blocking phones

Have stopped screening calls successfully. Essentially what happens is that when unknown callers ring and announce their voice and press the # key the # doesn’t seem to be recognised and it keeps asking and ultimately rejecting the call. I’m on fttp with voip via Vodafone. I’m pretty sure that it used to work following my transfer to Vodafone but I can be 100%. I’ve tried resetting everything and switching everything on and off again. Workaround is disabling call screening which obviously isn’t ideal. Does anyone have any similar experiences? Can’t work out if it’s the call blocking phones which are relatively new or the landline service. Many thanks for any advice!  

[Artist360]

Hey guys. Your feedback helped me out. So the Vodafone VOIP is confirmed faulty when recognising tones. As there is no UK customer services and hitting a constant language barrier with International call centres they cant seem to understand to accept the fault. But am switching to Highland Broadband when the contract expires with Vodafone. Shame really.

[teresa-b5]

So the solution for me was for my VOIP provider (Andrews and Arnold) to change a setting at their end (something to do with DTMF) so that the legacy handset (BT8610) could "hear" the tone when the # key was pressed. Two sessions with the support team and many many other changes made and reversed along the way (some of which made it so no sound could be heard over the handset!), but persistence paid off in the end.