Visitor
•
5 Messages
Visual voicemail not working, fix has now left me with no service.
I switched from an Android to an iPhone back in February of this year. My visual voicemail has not worked since. Finally stopped being lazy and talked with chat to take care of it. Previous posts suggested I ask for Tier 2 support to change things on the back end...which I did earlier today. The representative's solution was to deactivate my number, activate a new line, then recover my old number (is this even the right procedure?). I'm not even sure I was bumped to the next tier. I was told 30-45 minutes. Fast forward an hour or so...still nothing. So, I chat again. They said 2-4 hours. A total of 6 hours later, still no service, email, nothing. Now I'm being told 24 hours and to go into a store. to activate my SIM card.....that has been the same SIM card for my previous and current phone...had it for years. Getting tired of being told "I assure you," on the chat. I would never have agreed to this process had I known it would take overnight. And it has now negatively impacted my work because I have no service. Can someone who actually know the issue confirm this was the right process to begin with? I also want to make sure anyone else that has this issue doesn't end up in the same situation.
*Update* 10/9
Went into an actual store as directed, and they can’t even access our mobile account because of whatever the chat person did. Ridiculous. Thankfully their store manager is awesome and is going to personally check and get a hold of me when everything comes back up.
If your visual voicemail is messed up, don’t let the chat people help you, just go in.
*Update* 10/10
Called in today after still having no service. Was promised a call back before 4pm….it’s 5:17pm here now. More than 48hours with no service. Originally promised to take 30-45 minutes. Can I get some help here….sigh.
Official Solution
CCDanny
Recognized Contributor
•
238 Messages
2 years ago
Great question, our Xfinity Mobile Team can also be reached via chat and I would continue to work with them. It is a great team, and they can get you the help you need.
Here is a list of ways to get a hold of our Xfinity Mobile experts:
This includes the number @XfinityDemitrius provided earlier.
*chat is available 24/7
0
0
blueman-2
Contributor
•
44 Messages
2 years ago
This issue of losing visual voicemail when going from Android to iPhone is one of the most common issues I tend to run across for xfinity Mobile. It is a pretty simple issue of reconfiguring the phone number to use Apple's method for visual voicemail rather than Android's. This issue has been a common complaint for over a couple years now. How on earth can they still not have their tech's trained to fix this quickly? It is not like this is new or unique! Yet somehow there is no communication to tech support on how to deal with this. Imagine the hours that have been wasted by customers and xfinity employees.
0
0
Blujay27
Visitor
•
5 Messages
2 years ago
Right! That's effectively what the store manager said when I went in. He was shocked. My account was completely locked to him too. I'm actually on chat with someone right now. I never received a call back today and had to initiate myself. They keep referencing a device I have not had for 10 months now.
0
0
Blujay27
Visitor
•
5 Messages
2 years ago
I FINALLY just got my service back. Set up the eSim this time as well. But the visual voicemail still doesn't work!! Literally as I was replying to your message, the basic level person doesn't seem to know. I just explained its all over xfinity's own forums to ask for tier 2 support. Ugh.
4
0