Pixel 2 Phone Keypad issue, no back button

[2001_HAL9000]

I was in the middle of receiving technical help from my service provider on speaker phone, and the tech asked me to punch in a series of numbers while on the line. I did, but nothing happened as there was no way to send the numbers after they had been entered. He asked me to punch in some other numbers, but I had no way of erasing the previous numbers that were still in the field.

The solution to the problem was that I had to hang up and enter the numbers using the keypad without anyone else on the line. Only in that mode was there a back button and a way to send the number.

Why was the keypad set up with no way of erasing or modifying what is typed into the field, and no way of sending the info only during a call? That makes it impossible to receive technical help with the tech on the line if the help requires the caller to enter numbers.

 

[N4Newbie]

Do you mean this one?

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[2001_HAL9000]

Yes, that is not the same keypad you get when you switch to speaker phone. Try it out and see what I mean.

 

[B. Diddy]

Welcome to Android Central! I would have thought that any pre-existing numbers in the field (e.g., the number you dialed initially to get support, and any number you entered in the phone tree) would not be sent again once you entered the next set of numbers. Are you saying that when you would try to enter a string of numbers (e.g., 123), and if the previously dialed numbers were still in that field (e.g., 8005551234#1#), then it would send the string as 8005551234#1#123?

 

[2001_HAL9000]

Kind of. Yes to your example, but nothing is "sent again," as nothing is able to be sent in the first place (see my original post). As well, the dialled number isn't there either.

This is a screen capture of what the keypad looks like on speaker phone.

Please note that this is speaker phone mode, not the regular keypad which N4Newbie posted a screen capture of because he misread my original post.

 

[B. Diddy]

Why was the tech asking you to punch in some numbers while on the phone? If you're on a phone tree menu, for example, the number entry is detected by the tones of each keypress, and wouldn't depend on an "Enter" key. Was the tech unable to register your numbers you entered?

 

[2001_HAL9000]

I wasn't on a phone tree. The tech issue had nothing to do with anything. It was an unrelated problem with calls being forwarded to my mailbox without my phone even ringing first. The numbers were a string of code that would delete, then reactivate my voicemail box to fix the problem. Punching the numbers in did nothing, because there was no way to send them. I had to hang up and enter the codes from the regular keypad because I can actually send them from there.

Like I said, this is an issue that only affects the new keypad that pops up when speaker phone is activated.

This was obviously an oversight in the phone's design phase. I'd like to know if something can be done about it, because although somewhat rare, it is clearly an issue that needs dealing with.

I've noticed that the entire phone and contacts design is less logical and more complicated than the LG4 I was using before. The fact that there is a whole separate keypad that has no back or enter buttons, and that pops up just for the when the phone is in speaker phone mode, is annoying and unnecessary, quite frankly.

 

[2001_HAL9000]

Are you saying that when you would try to enter a string of numbers (e.g., 123), and if the previously dialed numbers were still in that field (e.g., 8005551234#1#), then it would send the string as 8005551234#1#123?

Just to be very clear, yes, that is what happens, except (and this is the most important part, which I explained a few times now) the string, or anything written in that field, regardless of what it is, cannot be sent, because there is no way of sending it.

 

[B. Diddy]

Sorry for the frustration, but I'm still trying to understand how this number string was supposed to be input. Was this a special code that you're supposed to enter into the dialer (e.g., the ones that start with a # or *), as if you're initiating a call? Or are you supposed to call a number first, and then enter that code? You mentioned that you were on the line with tech support at the time, so I'm guessing that the tech asked you to punch in the numbers while on the call -- so I'm not sure how in that situation there would have to be an "Enter" key (or backspace, for that matter). Or were you on a different phone with tech support, and trying to punch in the numbers in your Pixel 2 separately?

That screenshot is also a little odd -- compare it to my Pixel 2 XL running 8.0, also in speakerphone mode:

You can see that the dialer doesn't fill the whole screen, as it does in yours. Also, what's that stick figure icon at the right of the nav bar?

 

[2001_HAL9000]

Oh my goodness, it's really not that difficult. I'm not sure how my explanation could be made any better. I was very thorough.

Nevertheless, here we go again (and no offence, but I'm really hoping I don't have to type/explain this all again after this post, as it is already written several times):

1. I was experiencing a technical problem. Some calls to my phone were going straight to voicemail instead of ringing my phone. It's a problem I've been experiencing off and on for years, and with different phones, and different providers, but it has no bearing on my Pixel 2 keypad issue, so it is irrelevant. All I'm doing is starting from the very beginning, hoping against all hope that it makes it easier to understand.

2. I called tech support for my service provider, and I put the call on speaker phone by pressing the speaker phone icon while it was dialing. Then I pulled up the keypad that I have to bring up by pressing the icon for it located right next to the speaker phone icon, or that pops up automatically as soon as someone answers at the other end.

3. I began navigating the phone tree of my service provider until I reached tech support.

4. Tech support told me the voicemail box issue is a problem he is familiar with, and he said he knew the solution.

5. He told me the solution was to delete my voicemail box and then to recreate/reactivate it, and that should solve the calls-going-straight-to-voicemail problem (still not relevant to the issue at hand, but I'm being very thorough so that there is no more confusion).

6. To perform this action, I was required to type in three strings of code using my keypad. Remember: The keypad I used was the second keypad that one has to bring up when one makes a phone call, the one whose icon is located to the left of the speaker phone icon, or that pops up automatically after the person picks up at the other end. It is NOT the first keypad you use to dial a number when you first bring up the phone function. Again, the keypad I'm referring to is the one that either you have to bring up while it's dialing, or pops up automatically after someone has answered the call, and the one we've both screen captured. I'll put a screen capture of what the other phone screen looks like while it's dialing below.

7. I typed in the first string of code (not that it matters, but for the record, it was: ##21 #)

8. Nothing happened because there was no way of sending the code anywhere. No, the phone did not automatically detect or send the code as it would have in a phone tree. I wasn't in a phone tree. Remember: I was on speaker phone with tech support using my second keypad, the one I have to bring up while the phone is dialing, or that pops up automatically when someone answers the phone, not the first keypad you use to dial a phone number. I was on the line with someone using a simple keypad with no send button or backspace button. That is why the code did not send.

9. Tech support had me type in a second string of code (again, not that it matters, but it was **004*6477001778#, and because the first code was still sitting in the field doing nothing, I now had "##21 #**004*6477001778#" sitting in the field.

10. I told tech support nothing was happening with the code(s) and that I had no way to send it, and that I couldn't erase it by backspacing because my keyboard (the SECOND keyboard) has no backspace button either. Naturally, he had no idea what was happening or why (nor did I), so I suggested that I hang up and use the FIRST keypad (the PROPER keypad) to send those codes because it has an actual send button (the green phone icon). He agreed to this idea, and we arranged for me to hang up, type and send all three codes, then wait for him to call me back.

11. I hung up, brought up the FIRST keypad (the PROPER keypad), entered the first code and sent it using the green phone icon. Immediately afterwards, I got an acknowledgement on my screen that my mailbox had been deleted.

12. I typed the second code using the FIRST keypad (the PROPER keypad) and sent it using the green phone icon. Immediately afterwards, I got an acknowledgement on my screen that a mailbox had been created.

13. I typed the third code using the FIRST keypad (the PROPER keypad) and sent it using the green phone icon. Immediately afterwards, I got an acknowledgement about whatever the third code was for.

14. The tech called back. I told him the codes went through just fine and that I got three separate acknowledgements confirming as much.

15. The tech then asked if he could call me back, but for me to not answer the phone so he could test out the new mailbox to make sure it was working. I agreed to this plan.

16. The tech called back, I let it ring until he presumably heard the mailbox kick in.

17. The tech called back again, and confirmed that everything was working perfectly.

18. I came onto this forum to find out why the SECOND keypad on the Pixel 2 is set up so you can type in its field, but not be able to send anything from there, nor backspace to erase anything.

And here we are.

And here's the other screen capture:

 

[Aquila]

Ok cool, so you got it figured out? Awesome.

 

[B. Diddy]

Ok, first of all, I'm sorry that you're frustrated by my line of questioning. Second, thank you for that more comprehensive explanation -- it was actually very important to get all of those details for me to have an idea of what the problem is, because some of those details didn't quite come through in your first few posts.

I believe the issue is that the codes that the tech asked you to enter are ones that are special dialer codes that must be dialed when you're not in a call. That's why they weren't working while you were in the call with the tech (and I think the tech should've realized that -- maybe he thought you were calling him on a different phone). It sounds like you understand this as well.

I think the reason why there is no backspace button in the in-call dialer is that there is no instance where that's needed during a call. There's a backspace button when you're not in a call because when you dial a number, you might make a mistake, and therefore need a backspace button to correct the number before you hit dial.

 

[Almeuit]

No reason to get into a condescending tone -- He was just confirming the issue before trying to tell you a fix. I didn't understand fully what you were trying to do before hand (except enter random text) but now that I see it is dialer codes......

18. I came onto this forum to find out why the SECOND keypad on the Pixel 2 is set up so you can type in its field, but not be able to send anything from there, nor backspace to erase anything.

The simple fix is the codes that tech support is giving you are meant to be entered into the phone while not on a phone call. Dialer codes are not meant to be dialed while on the phone -- This is why you are seeing the issue you are seeing.

It is working fully as intended as that box is meant to send the numbers pressed to the call you are on and not to your phones software. That is how when it says "Press 1 for Account Support" (or whoever you're calling) and you hit "1" it knows and sends you to the proper department.

 

[e30ernest]

I agree with the last few replies here. Having used similar codes for various carrier services, those codes are not meant to be sent out while in a call. They would not work even if you're using physical keypads with a physical green phone button while you are in a call.

 

[2001_HAL9000]

I don't recall ever having more than one keypad on any of the other smartphones I've owned since 2011, but I do recall that all of them allowed me to backspace during the call. I can't begin to comprehend why Google thinks using two different keypads is necessary or desirable.

If those codes were never meant to be punched in during the call, then why did the tech have me do that? And then act surprised when it didn't work? Either he's an *****, or I'm missing something here. In the end, though, they did work when I wasn't on a call. If that was the issue, then I guess that's that problem solved, however, I still maintain that the second keypad is unnecessary and merely complicates things.

 

[chanchan05]

Well the tech could either have been unknowledgeadble of the nature of USSD codes. Most likely the tech support was just reading from a script provided. I've worked in something like that part time, and the support you're talking to may not even be in the same country or ever used your network. It's also possible that he didn't know you were using the very phone you intended to trouble shoot.

My carrier uses these kinds of number strings for a lot of things like subscriptions to services, automated requests and stuff. These codes are not meant to be punched in call at all. Also, I have never heard of any special number string that can be accessed while in call with a human. Number strings when done in call do not have a send button because the other end should be listening for the dial codes, and will automatically process once the correct string is entered.

 

[B. Diddy]

I really don't think there'd be any way a backspace key during a call would provide any function. If you're in a call, then tapping a number on the keypad immediately sends that tone. Otherwise, whenever you heard "Dial 1 to [xyz]," then you'd have to tap "1" and then some kind of Enter key. (Of course, there is an enter key in some phone trees -- the # key. But not for all.)

I think the two most likely scenarios with the tech support guy are (a) that he thought you were calling on a different phone than your cellphone, or (b) he wasn't a very good tech support guy, and was reading off a script, as mentioned by @chanchan05.

 

[Almeuit]

I don't recall ever having more than one keypad on any of the other smartphones I've owned since 2011, but I do recall that all of them allowed me to backspace during the call. I can't begin to comprehend why Google thinks using two different keypads is necessary or desirable.

If those codes were never meant to be punched in during the call, then why did the tech have me do that? And then act surprised when it didn't work? Either he's an *****, or I'm missing something here. In the end, though, they did work when I wasn't on a call. If that was the issue, then I guess that's that problem solved, however, I still maintain that the second keypad is unnecessary and merely complicates things.

Because tech support is usually reading a script... So... I am not exactly surprised. There are times I call let's say Verizon and I know more about the plans and options then the guy on the phone.

As far as I can remember I don't remember having a backspace while on a call. Why would there be? You can't undo the option you punched into the call so it wouldn't make much sense.

I still see it as a very minor issue. If you have to do dialer codes just don't be on a call.

 

[Golfdriver97]

I think the idea being this: When you open the dialer to enter a number, it allows you a backspace as a way to correct a potential misdial before it happens. It's not until you hit send that all the numbers go through.

Once you are connected to a call, it treats it like if you were in a call menu for a business. Say you need to press 1 to speak to an operator. You can't just click back, and the other end will understand what you are doing. That's why they give a number option to go to a previous menu or back to the beginning.


This instance doesn't need to occur in speaker phone. Call your bank, and don't turn the speaker option on. Click the keypad, and the exact same instance happens.

 

[B. Diddy]

Here's a screenshot of the dialer while in-call, back when Google's Phone app changed its UI to the current one in the fall of 2016 (from this article). You can see that there's no backspace button there either:



In case you're wondering, it's the same on an iPhone as well. Here's the screen before you dial, where a backspace button is available:


And here's the dialer in-call, where there is no backspace button: