xFinity Mobile - Voice Mail Transcript Issue "Transcript unavailable"

We have 5 xFinity phone, all androids. The messages stopped transcribing on each of them sometime in April '22. How do I get in touch with someone to fix the problem? I have tried service 3 times for a total of over 4 hours of totally wasted time. They have said "thanks for your patience" and "Sorry for the trouble you are experiencing" innumerable annoying times but nothing is fixed. We did network resets, reloaded the Comcast Voice Mail app, turned data on and off, been told my voice mail was checked and found to be working properly, passed up to level 4, and checked the settings on each phone individually to find them to be correct.

Each contact seemed to think that all 5 happening at the same time was my fault. none of them seemed to understand that it is a transcribing problem. Each seemed to think I was calling because I was not able to access voice mail as though they did not understand the problem.

By the way, it was supposed to be working by today because top level tech was working on it. It does not work. One employee said they believe it is a problem with the app. I got the app preinstalled on the phone and have updated from play store.

Followup:

As of 5/23/22 there has been no change. However, I have received communication from xFinity suggesting that I contact the "Expert Team" with assurance that they can solve my problem. Today they sent me a reminder to be sure to mark my issue as "resolved". My android phone brands include LG, Samsung and Motorola.

Update: 8/25/22

This week my 5 phones began receiving transcription. My son and my brother each experienced a return to transcriptions also. What a relief for those who use their phone for important things.

However, the handling of this by xFinity was well below par. they wasted 10,000's of hours customer's time, poorly informed their technical and support staff, treated customers with disrespect and failed to be upfront about their server problems.

The steps they forced me to take to try to resolve the issue from my end were insulting. I am using the same app and made no recent changes for the system to work again.

Their automated responses were childish and suggested I contact the tech support.

Responses

user_70b4c3

Visitor

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1 Message

3 years ago

I am having the same problem. First it kept trying to switch me to the voicemail that's on the phone vs the Xfinity voicemail. Then it stopped transcribing my voicemails. My phone has done a system update very recently. So frustrating....but glad I'm not the one one.

user_a28f90

Visitor

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2 Messages

@user_70b4c3 yeah I finally found out that Xfinity is not going to do anything to fix it. I had to find another voicemail app. Voxist it's a good one but they will only let you do 10 visual voicemails a month. It's very accurate but if you want more than 10 a month you have to pay for it. I heard that Google voice has one that's free. I do have a free G.Voice phone number but I didn't know how to make my cell phone number go to that voicemail. Anyways that's all the good news and bad news that my research on this matter came up with LOL. Good luck

3 years ago

kuw4fixit

Visitor

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10 Messages

I had heard about a month ago that they were not going to fix this for Samsung Galaxy S20 or 22(?) but that it was on this team's backlog for fixing it for the earlier Galaxy S(x) phones, as with these versions, Samsung has its own voicemail app installed off-the-shelf for the more recent models. However, we have an S9 and S9+. There is no reason we should have to install a 3rd party app beyond Samsung or Xfinity Mobile that may have security concerns or be resource hog.

This said, I have seen a few Xfinity employees chime in here on this thread and I am requesting someone who's an employee in this thread who has access to this team from the "inside" please reach out to this team who owns this backlog and ask for a definitive answer.

It's unacceptable that this app has received zero attention on this issue, further proof of such being the last update available in Google PlayStore having been May 11, 2021.

There was an Android Sercurity patch pushed this last April, presumably "owned"/managed/created by Samsung. Someone needs to escalate this and collaborate with Samsung support for a viable fix/updated patch to this app undo what the last Security patch broke.

Lastly, the email for the team that owns this has the email listed for contact on Google PlayStore for the app as vvm-support at xfinitymobile. However, repeated emails to this acct/team only result in a generic auto reply that someone will look into it and to call for faster service- or something along those lines. The level of attention given to the Xfinity Mobile Visual Voice app and us as customers that's *not afforded is completely unacceptable... Any thoughts?

(edited)

3 years ago

blader

Contributor

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24 Messages

@user_a28f90 does this other app iautomatically take over as your voicemail? What about existing call block lists? I'd pay for it if it's not an absurd amount each month because I really miss this feature and don't want a new phone. I have an S9 and all the new Samsung phones that Xfinity is offering are so darn big, if I want a tablet I'll buy a tablet. Maybe it's time for a new carrier.

3 years ago

CCValerie

Official Employee

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974 Messages

Hi there, @user_70b4c3, thank you for taking the time to share you experience through our Xfinity Forums. I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat?

I no longer work for Comcast.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

pyro-1

Regular Visitor

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9 Messages

No need to struggle with Xfinity Mobile Voice mail. Google Voice is a much better app for dealing with voicemail way more features no transcription issues updated regularly not like Xfinity Voice mail which hasn't been updated in over a year.

3 years ago

Plan

user_f3ee2d

xFinity Mobile - Voice Mail Transcript Issue "Transcript unavailable"

user_70b4c3

user_a28f90

kuw4fixit

blader

CCValerie

pyro-1

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