Dtmf / touchtone issues with P20?

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I'm having the same DTMF issues as others above.
I have tried rxy's idea however I do not have all options available to me.

I have also dropped Max a PM asking for assistance.
Same issue for months on my p20 pro sent Max a Pm with info.
Same issue DTMF tones not working when calling on mate 20 pro. Made sure all settings for tones are on and it will work for a call or partial call then stop working again.

Any fix for this?
Hi, Not sure if there is a similar thread for the Mate 20 Pro but since there is a posting above, I assume not.

Yep, you guessed it, I have the same problem with the Mate 20 Pro on the Vodafone network. I've tried to change the settings per the descriptions but the problem keeps coming back. It doesn't seem to matter whether you use standard or melody tones, if you change the details and reboot it fixes it for an indeterminate amount of time but when you try again some time later it doesn't work.

I appreciate that the Mate 20 Pro has many clever features but it it first and foremost a phone. If it doesn't do phone stuff then it it pretty much useless to me.

Can we please put a bit of effort into this problem - it's been around a while and I get the impression it's not high on your agenda but it's pretty important stuff. If I have to carry a second phone to make phone calls, you will soon have your nice shiney Mate 20 returned. You probably have about a month to sort it before I get really fed up.

Best regards and best wishes for 2019.

This issue has persisted for as long as I've had my P20 Pro (4 months). I thought the new UI and Android update would fix this, but apparently not. Surely, you should have a good idea by now as to why some customers are facing this problem.
I too am having the same issue, help please?
Huawei P20 Lite same issue - when do you plan to release software correction?
I've got a problem with my P20. When im in calls, or my Vodafone voicemail and it has a menu option (Press 1 for this, press 2 for this etc), my phone doesnt pick up any number i select. I've restarted my phone many times, and sometimes it will work but after too many angry attempts. I've even given my phone a factory reset but it's still not working!

Please help!! I'd rather not get a new phone!
I've v got the same issue. Had with my previous Huawei P9, thought I was just unlucky. Now I know it's an issue with Huawei. Been trying to get it resolved for 2-3 months now. If you're in a position to change your phone I would do it now!
I gave Max all my details. He told me to call a number. Number, called the number. press 1 for.... Press 2 for.... Useless!!! They are a waste of time. Anyone in a position to change I would advise to do so ASAP
We have 2 P20 Lite phones, both on Vodafone, both new July 18.Both have dtmf issues which having spoken to Huawei help desk are cleared but problem returns after a couple of days use. Tried the suggested fixes on here but no joy, there must be a manufacturers fix or recall by now
I am having problems with DTMF touch tone with mate 20 Pro. Very frustrating if this cannot be fixed I want a refund as phone is not fit for its purpose - thanks
Hi. I have lost the numbers from the dialler. I have done a screen shot and tried looking in the app settings but getting no joy. Please help.....

I think I've solved my own problem. I have changed themes
Thank you.
I have a P20 Lite operating on Vodafone and have the same "keypad response not working" issue as seemingly everyone else. I have tried the setting fixes suggested above with no improvement. In common with other users I am struggling to see the point of a phone where you cannot use the keypad to input responses. Unless this is rectified soon I will be changing to another handset.
Userlevel 7
Badge +6
Hi all,

Could you please try the following troubleshooting steps:

Open HiCare > Smart Diagnosis > Select the Manual Tab > Touchscreen > Perform the Test Diagnosis.

If the diagnosis fails, I would recommend having the device inspected by one of our engineers at the service center for a more hands-on approach.
For the UK region you can arrange the service booking via mail chat or hotline (at 08000886700 free of charge of course) via

To ensure a speedy process please bare in mind that the operator would need your private details such as Name; Model type; S/N; any documents related to the device, etc - please do mention that you have done the troubleshooting steps as mentioned on the forum and they will proceed to facilitate the service process.

Hope you found this helpful.
Best wishes,
I have the same issue on Mate 20 pro (Vodafone) but slightly different. It seems to accept short numbers but if the input is a bit longer (eg: 8 digit or 16 digit card numbers) then after entering 4-5 characters its treating as end of input and stops working. After that it doesn't accept any characters at all. Hence I'm not sure when the input will be accepted and when its ignored which is much more worse. Please let us know the fix for this problem as this seems to be a generic issue.

Max, I have run the diagnosis and that is for touch screen so its passing on my phone. The problem seems to be with the phone app and it is very frustrating as I can't join office conference meetings, can't call my bank.
Hi I recently tried to contact Vodafone and when asked for different choices ie press 2 etc phone didn't seem to work.. I'm sure it use to work OK but not had phone that long... Any ideas...
I am having this issue too, Huawei really should be taking this seriously. It's a phone, a working touch pad for DTMF is a basic requirement. Things I have tried:

Change dialler touch tone to melody, worked once then stopped
Change to standard, didn't work
Change to None, bizarrely that worked...but again only once

Another thread suggested:
  1. Settings
  2. Tap Calls
  3. Tap Sounds and vibration
  4. Tap Dialpad Tones to enable
  5. Tap Dialpad tone length and select the option for Long
But dial pad tones isn't there so I haven't done, can't do, that.

The fact that it works once and then stops means that it almost certainly a software issue, not a hardware issue and therefore Huawei should be able to update the software to fix the issue. Given the number of people reporting the problem I think it is highly unlikely that Huawei can't replicate it and if they can replicate it they should be able to debug it. As there hasn't been a resolution to this and it has been reported so many times the only conclusions are a) they don't care or b) their code is so messy they can't work out what the problem is.

As a software development manager myself I wouldn't be happy with something as fundamental as this being unresolved for so long.

Any chance of a fix please?

Thanks for the info... But its just started working again... I have no idea what I did to fix it 🙄defo sw though... Hope you get yours sorted...
Userlevel 7
Badge +6

If this issue persists on your devices, can I please ask you to PM me the Serial Number of your devices so I can look into this further?

You will find this information either on the box of the device or on Settings > About phone > Status.

Looking forward to your reply!

Best wishes,

I have the same issue with my Mate 10 Pro running the latest Android release. Simply does not work.
Any resolution on this? I'm still having the problem. Phone calls are accepting few numbers but not accepting other numbers so its completely random when my input will be taken so always in fear of unable to join conference calls. Should we reject the phone as its the basic phone functionality which even a £10 phone gets it right?
Userlevel 7
Badge +11
Hi @Psychobudgie and @pulimiharish,

Please share the Serial Number of your devices to @Max in a private message. He wil be look further into this. Thanks!
Amy, already shared my serial number to Max 2 weeks ago but still no response.