Visitor
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2 Messages
Switching to Xfinity made me lose the Visual Voicemail feature on an iPhone
This was horrible. I had just switched to Xfinity. Suddenly, instead of having my usual Visual voicemail feature common to all iPhones on all carriers, I had a voice-only voicemail with robot like we had in the 90's on flip phones of old...
So, I read the forum, and went on the chat. I was on it for 2 and a half hours.
I asked for Tier 2, or "advance team" was told I could not speak to them directly. I was told "visual voicemail is not guaranteed on older phones" Aaargh. This was of course false, since the problem has nothing to do with the hardware, and the feature has been available on iPhones since time immemorial, and I am running the latest software 15.3.1.
Then I was told they had tried everything, and that was it. I was ready to move back to my former provider.
BUT, and this is the point: thanks to the super smart and cool people on the forum, I was able to insist and insist and insist with a chat supervisor, refuted all their false assertions, and asked that they REMOVE the voicemail, re-provision it and re-add it. It took a lot of insisting!!
The supervisor kept saying "try it now" and it was still not working. I insisted that the voicemail had to be removed, then re-added.
FINALLY, it worked, and I now have visual voicemail back.
2 things here:
1 - I could not have done it without the comments and help from the forum members, so thank you miyako, and all!!
2 - There is a glitch or a bug in the Xfinity transfer system that causes this. They warn you to save your voicemails. You should not have to do that. Whatever the supervisor did after being pushed and pushed, made my visual voicemail come back, with all my original voicemails. Soooo, to all Xfinity employees who might see this, you need to revise the transfer script (from Verizon in my case) and also tell chat operators what to do. You will save us and yourselves a lot of frustration and aggravation, and might keep some customers who would otherwise leave like I was about to.
user_60403d
Visitor
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24 Messages
3 years ago
I am in the same struggle as you. I'll have to make the same argument as you with xfinity mobile. :(
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marhab
Visitor
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2 Messages
3 years ago
Yes, user_60403d, never give up!! They need to fix this ASAP. There is a huge amount of reports on this forum. The key, is for them to REMOVE your voicemail completely, and then re-add it, and make sure it matches your type of phone (Android vs. iPhone) if you switched from one to the other. Nothing they did worked for me, as long as the voice only voicemail robot kept saying "you have 35 voicemails" blah blah...when it finally worked, I received some gibberish text messages from my former provider, and when I went to voicemail, suddenly all my old voicemails were there in their visual splendor. Hold on, do not give up, and best of luck! (do not make other plans when you are on chat, count that it will take a couple of hours, and please post back to let us know how it went!
But the real point, is that Xfinity, to be a true contender, needs to fix their transfer script. There is no reason for anyone to lose their voicemails nor their visual voicemail feature.
(edited)
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