xFinity Mobile - Voice Mail Transcript Issue "Transcript unavailable"

I just wasted a bunch of time, first with using the chat and then talking to a live person. It seems no one heard of this problem, and it appears there is no solution.  I was told that some settings had to be changed at xfinity.  Then I deleted and reinstalled the Xfinity voicemail app, reset the network settings and restart the phone.  Nothing helps. I'm at a complete loss what to do next.  

I have an android and I have not been getting transcripts on my voicemail app since before the last security update for Samsung phone..

Hi there @user_f3ee2d, thank you so much for reaching out to us here via Forums. As much as I would like to help you with mobile, I will need to direct you to the expert mobile team. They can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week. You can also reach out using this link https://comca.st/3lmkJOw. Scroll down to the bottom of the support page and click "Ask Xfinity".  

It sounds like your question should be easily answered using the chat option above. Once you have an answer, please circle back and let the community know. 

I have been having the same issue.  I reached out to xfinity tonight was told my modem needed to rebooted.  I don't see how that is going to fix my voicemail transcription issue.

This has been happening to me also since April 18th. Just thought I'd also reply so the issue can be seen.

I have both a Samsung Galaxy S9 and Galaxy S22 with "transcript unavailable" message. The "transcript unavailable" has been happening since January 2022 on the S9. My S22 is new and it worked at first, but then began giving the "transcript unavailable" error for over a month, now.

Lots of wasted time with 1st level support trying to get a call back from 2nd level support. Finally have a ticket number that they say was emailed to me twice, and it has not arrived. I am supposed to be able to see the ticket number on the Xfinity Mobile app which is not showing a ticket number. They passed me to three technicians for the Xfinity Mobile app issue. I was at my wits end when the third tech asked me to verify my account info, and I hung up.

Much frustration since I have a new phone that lost a valued feature because of a glitch that Xfinity will not fix.

They do not record very accurate notes between calls and like to clear the cache, clear the storage, uninstall and reinstall the voicemail app, reset your network connections, and reboot your phone a lot. And, pass me from technician to technician who keep verifying my identity for my account. Nightmare every week that I call, and wastes of time lots of time after they assure me that they can resolve the issue.

Update 05/27/2022:

I spent some more hours with advanced support, and two different techs had power outages. The techs seem to have trouble having enough electricity for longer than 90 minute calls (wherever they are outside the U.S.) And, they do not call back when they get disconnected. I finally drove to an Xfinity store for help. 

Short answer...it has to do with the android version and the voicemail app version. The Xfinity Voicemail app with the white icon, in the Google Play store, is the old ver. 2 app. It will not transcribe voicemails anymore. So, my S9 is SOL.

The S22 has a native voicemail app with a green icon, ver. 16, that is now transcribing voicemails fine. The ver. 16 app is NOT available in the Google Play store. However, it can only see new voicemails. I still need the ver. 2 app on my S22 to access my old voicemails.

I used ShareIt to copy the ver. 16 voicemail app from the S22 to the S9. It says it is "not supported" when I try to run it on my S9 with Android ver. 10.

So, the transcription feature might now only be working on newer Galaxy devices that can run the ver. 16 app with the green icon. (It really has no other brand designation anywhere in the app.)

The person that helped me in the Xfinity store seemed to be able to access better second level support than "the expert mobile team" that "can be reached at 1-888-936-4968". Notice that the "expert mobile time" did not reach out to me on this thread.

Thinking about going back to my previous MVNO now that they have visual voicemail and better coverage in my area. Xfinity is missing the mark by only providing support for their phones and network with no software support for their apps.

Another replication of the problem, also began sometime in April on my Samsung Galaxy Note8

Same issue for both Galaxy S9 and a S9+ phones on our account, since mid-April. Error is "Transcript unavailable."

Same issue with me since around March/April 2022. Started with A42. Upgraded to S21FE two weeks ago, still note working.

Received this reply from the voicemail group that appears to explain the problem:

xm_vvm_support < [Edited: "Personal Information"]>
Wed, May 25, 2:20 PM
to Harold

"Thanks for reaching out to our Xfinity Mobile Voicemail support team.

At this time Samsung Galaxy S10 series and newer will use the Samsung Voicemail application. There is no current plans in place for the Visual Voicemail Application to become available for these devices in the near future.

If that changes Xfinity will communicate this to our customers, as we know how important this is to many of our users."

Very disappointed with this reply. I guess I will live with it.  Not certain why tech support could not give us all this information to begin with.

I have the same issue on a Galaxy S22 Ultra my last transcript was on June 8th after that they completely stopped. Wish support would chime in with a working solution 

I have this issue with my Google Pixel 4a.

Same issue with Galaxy S8.

So I take it this issue has never been resolved? I have a Samsung S9. Does anyone know if there's a third party app I can download and use instead that won't drive me nuts trying to configure? 

I have the exact same problem with Xfinity Samsung S9 transcript stopped working back in April and is never worked again I'm here trying to figure out why it looks like nobody can figure out why! Not even Xfinity??