2 Messages
Voicemail problems
I have recently spent several hours on the phone with your support personnel trying to fix Visual Voicemail problems. Specifically, when I press the icon, I get a screen saying "Authorization in Progress" with a circle going round and round, or a screen saying "Authentication Error". This problem started a couple weeks shortly after a software update.
Originally, I got the error on our Samsung Galaxy S21FEs. The support people were surprised that our account info actually listed S9 phones instead. They were unable to change the account info to reflect the S21FEs. They were also unsuccessful in making the Visual Voicemail work.
I decided that I would upgrade our phones to S24FEs. However, the same problem persists. Your agent suggested we call Samsung to see if they had any ideas. They did not. They said Voicemail was a carrier feature.
Perhaps the S21FEs were never supported by Xfinity. However, the S24FEs must be, since I had a sales representative offer to sell them to us (we eventually went with Samsung because of price).
In any event, I suspect that this is an Xfinity issue, not a Samsung issue, and I further suspect that your software testing suites do not include the FE versions of Samsung's products. If not, they should -- the FEs are very attractive to people in my demographic -- namely old people. The FEs are slightly larger (nice for aging eyes), and slightly cheaper (nice for aching billfolds).
This problem is rapidly driving me to another carrier.
Your support people have been very helpful, patient, and courteous, but this problem seems to be beyond their abilities to fix, and this needs to be escalated to your software team. Please let me know what you find, hopefully before I bail.
XfinityAdrienne
Official Employee
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970 Messages
2 months ago
Hey there, @user_wuopnm! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with the visual voicemail, when speaking with our team after the discussion with Samsung, did they share any further details? Do you have a physical sim card or just an eSim in that device?
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Jamieg1
New Poster
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4 Messages
2 months ago
Come on Xfinity, enough people have had this issue, you should have an answer, instead of asking the same questions over and over. [Edited: "Inflammatory"]
(edited)
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Jadusica
Contributor
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24 Messages
1 month ago
I currently have no visual voice-mail nor a call in voice-mail. It was never an issue until recently. It also seems to have deleted an archived voice-mail I had. Quite a bummer.
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dmnotmd
Visitor
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1 Message
1 month ago
I and the other person on my plan are having the same issues. Also, we get no voice mail icon when there is a voice mail. I have spent 2 hours with chat and they suggested that I go to a store, but reading above doesn't sound like anyone has any answers. I have tried uninstalling and reinstalling visual voice mail. I have tried setting up the phones native voice mail. Moto on 5g ace. The other phone is a moto G power. They both have physical sim cards. I have reseated them. I am at a loss. I need voice mail and indicators that there is one, as does the other person on my plan. Do you have any ideas if switching phones doesn't help?
Thanks,
De
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