VOICE MAIL NOT WORKING

I am a new mobile customer but am also a internet Diamond customer . I just switched to Xfinity Mobile and everything seemed to be fine until I realized my voice mail greeting is not active. When you call me all you hear is the default message.

I have spent two days traveling back and forth to the Xfinity store, hours on the phone with tech support. The final answer as unbelievable as it sounds is they can't fix it.

I don't know if I should laugh or cry!

It must have been utterly embarrassing to have to tell me nothing could be done.

I was recently without internet for 5 days, it took that long to get service to fix a small wire on the pole.

My voice mail is critical

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XfinitySeth

Official Employee

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1.3K Messages

2 days ago

Happy Wednesday user_ynbsxd 👋 I appreciate you stopping by to let us know about the trouble you're having in getting your voicemail service active! More than anything we appreciate you getting started as a member of the Xfinity Mobile family, and with the voicemail service being as crucial as it is I definitely want to make sure you can get things setup the way you need.

For modern smartphones, your voicemail service is traditionally handled through the device itself. Do you mind sharing what kind of phone you have?

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user_ynbsxd

Visitor

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11 Messages

My phone is a galaxy S24 Ultra.

I am certain the problem is no with my phone . The voice mail need a complete reset from Xfinity.

They haven't even tried this.

If it were my phone wouldn't you think

That one of the many Xfinity employees would know that?

Sorry, I am just incredibly frustrated

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2 days ago

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XfinitySeth

Official Employee

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1.3K Messages

No apologies needed I know you've been working on this for a while, so your frustration is warranted. Can you tell me what happens when you dial out *86 to access your voicemail, and if you receive a message, please let me know what it says?

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2 days ago

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user_ynbsxd

Visitor

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11 Messages

Ok *86 gets me into my voicemail so I can create my personal greeting.

That part I complete, I even go through it to be sure my greeting is available. When someone calls me they only hear the default female greeting not mine. If they like they leave a message but often because they don't hear my greeting they just hang up. The only problem I can see an this time is that it just won't use my greeting. I have reset thing at the direction of store employees and phone support, I'm so tired and ready to return it all while I still have time.

I really like Xfinity but maybe it's not for me

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2 days ago

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XfinitySeth

Official Employee

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1.3K Messages

Thanks for clarifying. So just to confirm, your voicemail is functioning normally outside the voicemail greeting that's left for people calling you?

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2 days ago

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user_ynbsxd

Visitor

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11 Messages

That's correct , some think it's not important. My business is very professional and a generic greeting gives the complete opposite impression. How do we fix it? I need to make a decision soon as the window to leave is closing. Can we get some upper level people to handle this. I can't imagine it being difficult.

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2 days ago

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user_ynbsxd

Visitor

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11 Messages

2 days ago

I work today until around 5pm. I will message you as soon as I get home.

Thank you!

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XfinityDena

Official Employee

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4.4K Messages

Thank you for letting us know. We are available over Xfinity Forums 7 days a week between 6:00 am - 1 am EST. @user_ynbsxd

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

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1 day ago

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user_ynbsxd

Visitor

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11 Messages

I tried to send a DM . I sent the info you requested. I don't think I did it correctly. I am ready to surrender.

I need someone from Xfinity to take my issue and fix it. I can't keep trying to find the one!

Thank for helping

[Edited: "Personal Information"]

(edited)

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1 day ago

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XfinityAlyssaA

Official Employee

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2.8K Messages

We did receive your Direct Message @user_ynbsxd, so it looks like you submitted it correctly, thank you for sending that! For security purposes, we're unable to collect or discuss personal account information publicly, which is why we responded via Direct Message.

We sent you a reply there, were you able to receive it?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

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1 day ago

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user_ynbsxd

Visitor

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11 Messages

2 hours ago

I can't believe it, After spending what seemed like hours on the phone with Ryan (TECH) we gave it a rest, he is going to do more investigating and cll me Monday.

While I was tracing my steps I discovered some of11 the problem AI yes AI , AI was intercepting my calls and rerouting them. I shut off AI and I got most things to work properly. Hopefully Ryan can help me finish up a few details on Monday.

Thank you for all your help and thank you for putting me in touch with Ryan.

(Edited: Personal information) 👍

(edited)

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user_ynbsxd

Visitor

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11 Messages

1 hour ago

Thanks

I'm not sure as I have had this phone for two years and didn't know AI was part of voice mail. If I caused the issue I did it while not being aware. Also it very possible that while my phone was playing musical chairs at the Xfinity store that it wasn't something that was turned on to help. I hope it turns out that it was in my phone that way I can get the new phone I want and don't need to worry the issue will follow me.

Do you know how to shorten the number of rings before voice mail picks up? I can ask Ryan on Monday no worries.

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XfinitySeth

Official Employee

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1.3K Messages

Xfinity Mobile does not offer AI dedicated features of any kind relative to your device, so if it's something you disabled from your phones settings specifically, then that means it's a feature of the Samsung/Android operating system 👍 In any case, I'm glad you located it and were able to correct it!

For Samsung Galaxy devices, you can only edit the ring count by length of time your phone rings rather than the number of rings itself, and you do this by dialing out a specific number to enter the amount of seconds you want your phone to ring after. The number is not specific to your carrier, so you may need to refer to device information for the phone itself to retrieve it.

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1 hour ago

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Customer Service

user_ynbsxd

VOICE MAIL NOT WORKING

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XfinitySeth

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XfinityDena

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XfinityAlyssaA

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