DTMF inbound call IVR being ignored

Our server has been running for a couple months and working great! Thanks!! One of the companies we deal with can not use our IVR - the DTMF is being ignored. for example if they hit “2” the IVR message continues. We don’t have a problem from calls coming from vonage, comcast, cell phones(verizon att). I did ask what provider they are using they said “broadview networks”. Not sure what to look at next?? any ideas would be great. Also on th asterisk CLI - is there a way to only see(debug) a certain incoming call based on callerid. or somthing close to that