Unable to dial an extension. Phone hangs up.

[Heather1]

When I use my phone and reach a phone number that requires me to press 1 or 2 etc. ie to call 611 and enter an extension, the phone automatically hangs up on me. For example, I cannot reach you by phone or retrieve my voicemail messages.

[VirginPlusAntgio]

Hey there @Heather1 , 

Welcome to the Community and thanks for your post. 

Since the Community is a peer to peer assistance channel, we do not have access to your account and some clarifications will be needed;

• What is the make, model and OS/IOS version of your phone?
• What commands are you pressing on your screen to return to the keyboard once a call is started?
• Is your phone updated to it's latest version?
• Have you tried to simply restart your phone and trying again?
• What troubleshooting steps have you taken so far?

Looking forward to hearing back from you.