I want to file a formal complaint about Customer Service

Hello, @user_kl78j7! Thank you for visiting our community forum with your Xfinity Mobile Visual Voicemail concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what our team can do to help! We're great to work with because we'll always do everything we can to review and resolve issues as quickly as possible. Troubleshooting our visual voicemail feature can be a bit tricky, as there have been reports of issues with it, especially with certain Android devices. Here's a comprehensive guide to help you out, combining common solutions and steps suggested by us and other users:

 

1. Basic Checks & Initial Troubleshooting:

- Ensure Mobile Data is Enabled: Visual voicemail relies on a data connection. Make sure your mobile data is turned on in your phone's settings and within the voicemail app's settings (if applicable, look for "Allow background data usage" and "Allow data usage while Data saver is on").

- Check App Permissions: For the visual voicemail app (either ours or your phone's native app), ensure it has all necessary permissions enabled, including:

Contacts

Phone

SMS/Messages

Microphone (for playing messages)

- Restart Your Phone: A simple reboot can often resolve temporary glitches.

- Update Apps:

Xfinity Mobile Voicemail App (if applicable): Check the Google Play Store (for Android) or App Store (for iOS) for any available updates for the Xfinity Mobile Voicemail app.

Phone System Updates: Ensure your phone's operating system is up-to-date. Sometimes, carrier-specific features require the latest OS.

- Clear Cache and Data for the Voicemail App:

Go to Settings > Apps (or Applications) > Visual Voicemail (or Voicemail).

Tap Force Stop.

Tap Storage.

Tap Clear Cache and then Clear Data.

Restart your phone and open the visual voicemail app again. It will likely go through a re-setup process and ask for permissions.

- Reset Network Settings: This can resolve network-related issues that might affect voicemail delivery.

Android: Go to Settings > General Management (or System) > Reset > Reset Mobile Network Settings (or Network Settings Reset).

iOS: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.

- Dial *86 and Set Up Voicemail Manually: Even if you're using visual voicemail, it's good to ensure your traditional voicemail is set up and accessible. Dial *86 from your Xfinity Mobile phone and follow the prompts to set up a PIN and greeting. This can sometimes "kick start" the visual voicemail.

- Test Voicemail with a Test Call: Call your Xfinity Mobile number from a different phone, let it go to voicemail, and leave a short message. See if it appears in your visual voicemail.

 

2. Addressing Common Xfinity Mobile Specific Issues:

- Incompatibility with New Devices: Some users have reported issues where the Xfinity Mobile Visual Voicemail app states it's incompatible with their "new" device, even if it's not truly new. In these cases, the phone's native voicemail app is supposed to take over.

- Android vs. Apple Voicemail Systems (Especially after switching phones): If you've recently switched from an Android to an iPhone, or vice-versa, there might be a mismatch in the backend settings with us. We may need to ensure your voicemail feature code is correctly provisioned for your specific device type (Apple iOS vs. Android). And we might need to "reprovision" your voicemail or remove and re-add the voicemail feature to your account.

- Transcription Issues: If visual voicemail is working but not transcribing messages, ensure the "Voicemail transcription" option is enabled in your phone's voicemail settings. Sometimes, turning it off and on again, and then restarting your phone, can help.

- "Authorization in Progress" or "Authentication Error": These are common errors that often point to a backend issue or a need to clear app data and permissions as described above.

 

Please let me know if any of this helps! And our team remains here to take a closer look if necessary.