user_w0mc4v, Hi there! Thanks for reaching out. I know how important visual voicemail is, and I definitely want to help get this sorted out for you. I’m sorry for the confusion. To make sure I give you the most accurate guidance, could you let me know the make, model, and year of your device? For reference, Xfinity Mobile does continue to offer Visual Voicemail, but how it works depends on the device:
Samsung Galaxy devices sold in 2019 or later use the Visual Voicemail app, which requires a cellular data connection to receive new messages.
Older Samsung Galaxy models (S9 series and earlier) continue to use the Xfinity Mobile Voicemail app instead.
Once I know your device details, I can confirm which option applies to you and help make sure your voicemail is set up correctly.
so i just switched to xfinity mobile few days ago and i can't see the text in the visual voicemail anymore. just the "play" button for the audio. Any way to fix this? I've reset and reinstalled the app and re-registered.
Greetings, @user_6sjqb2! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about your visual voicemail. You have definitely come to the right place for assistance.
Thank you for explaining the troubleshooting steps you've already tried. Can you confirm your device has mobile data turned on, and the voicemail app has access to run on mobile data?
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 a reply as the Accepted Answer.
@XfinityJamesC Yes, just confirmed. It has data, and it even have 2-3 Mb of data used, and it is set to mobile + wifi. To clarify the part that stopped working is the voice to text transcribing. Before my voicemails would come with a text on what the voice says, now - it only lets me play the audio but no longer produces the text.
Thank you for confirming that information @user_6sjqb2!
Have you also tried clearing your Phone app cache through your device’s settings? This can sometimes help resolve issues like the one you’re experiencing.
Additionally, please try turning on Airplane mode for about 10 seconds, then turning it back off to refresh your network connection.
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 a reply as the Accepted Answer.
XfinityGabriel
Official Employee
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3.3K Messages
2 months ago
Once I know your device details, I can confirm which option applies to you and help make sure your voicemail is set up correctly.
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