DTMF tones not working

When prompted on an automated call to enter a number, the number appears on the phone  screen but does not register at the receiving end. This is a brand new phone, so I was wondering if this is a common problem or just mine. I have keypad tones turned on. When dialling the original phone number you can feel the phone vibrate slightly, but on selecting from the options the number appears, but the phone does not have this vibration.

Thank you