Ported number to xfinity from verizon, but phone still connects to old verizon voicemail (iphone 13 pro)

Good afternoon. I have seen others have a similar problem while searching google for an answer, but can't seem to find how it was fixed. I recently switched to xfinity mobile from verizon, but whenever I dial the voicemail it still takes me to verizon's voicemail system. This has also lead to me not being able to access any of the visual voicemail features, or being able to set up or change my pin for the voicemail in the settings. If I change any settings or the pin while connected to the voicemail, it leads to text messages from verizon's security informing me of the changes, so I am certain it is my old verizon voicemail. I have tried all the common network resets and such to no avail, as well as spent time calling xfinity mobile support, but whatever they changed has not fixed it. I've seen it mentioned that a full voicemail reset could be a possible fix, but I don't think that has been tried yet. Thanks for your help.

Responses

XfinityAdrienne

Official Employee

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1.2K Messages

3 years ago

Hey there, thank you so much for reaching out to us! I am sorry to hear about your Voicemail concerns. I know I love the visual voicemail feature on my iPhone to quickly look at the messages. I would be happy to reach out to one of our experts to further troubleshoot with you.

To get started, please send us a private chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message Icon"
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window Press Enter to send

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user_c44295

Visitor

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2 Messages

@XfinityAdrienne I am having this exact same problem. I have spent over 3 hours on chat with Xfinity agents. I have restarted my phone and reset the network settings dozens of times. I've removed the SIM card. I've turned it on airplane mode. I've done everything they told me to. I even wiped the phone and restored it from an iCloud backup to see if that worked. Nothing. All I get in the Voicemail tab is a light gray box that reads "Call Voicemail". The Xfinity Agent said I needed to contact Apple Support. I contacted Apple Support and they said only the carrier can do anything about voicemail. This is exhausting. Please please please help.

I should note that when switching from Verizon Wireless to Xfinity Mobile we brought 4 lines over and got 4 new iPhone 13s. The two 13s that switched from other iPhones transferred to visual voicemail with zero issues, but the two that switched from Android devices (Google Pixel 2s) are both having this same issue.

3 years ago

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XfinityJanelle

Official Employee

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1.5K Messages

@user_c44295

Hey there, thanks for being part of our XFINITY Mobile family. We'd love to help, but we don't have access to XFINITY Mobile accounts via social media, I do apologize.

We would suggest contacting our Mobile experts via one of the following methods:

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://comca.st/3Jwkrii

Our XFINITY Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you. We're here 24/7 if you have any general XFINITY Mobile questions in the future.

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