karkar22's profile

Contributor

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26 Messages

Tue, Jun 7, 2022 12:18 AM

Xfinity Mobile Visual voicemail

I've been an xfinity mobile customer since the beginning. I've always been able to access VM transcripts through the visual voicemail app.

I've had four Long calls with xfinity mobile. I'm on my 5th. Visual voicemail on our Samsung Galaxy phones  stopped transcribing vm mid -April 2022. It's June now and I've had four different reasons why and it's still not fixed. On the last call they killed visual voicemail completely,  it reports nothing at all now. And to add insult to injury,  they killed my voicemail where I had important calls saved. I had to set up a brand new voicemail and lost all previous ones. 

Visitor

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1 Message

3 m ago

I have had the same problem.  My visual voicemail stopped transcribing mid-April 2022 as well.  After several weeks of the inconvenience I called Xfinity mobil help.  After 6 different calls, and more than 10 hours on the phone, all the technicians did was futher mess things up and ultimately they brought me back to where I started.  This was a terrible experience.  They wasted my valuable time.  And of today I still do not have this feature. Unfortunately I cannot activate it, they have to do it on their end.  They earned an "F" and a very unhappy customer.

Official Employee

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655 Messages

Hello, @user_00HW345. We can provide very general information here on our mobile services. Our mobile team would be able to further review the issues you're having with your Visual VM concerns. I recommend following up with them for further assistance if the below steps do not help resolve the issue with the Visual VM's not transcribing. 

Ensure mobile data is enabled on your phone and within the app settings: 
(depending on the phone you have) Applications/Apps>Voicemail (xfinity)>Mobile Data>Allow background data usage & Allow data usage while Data saver is on
Visual VM will not work without data

Ensure permissions are enabled for contacts, phone, and SMS. 


Ensure settings are set to Voicemail Provider: Xfinity Mobile within the Xfinity Visual VM app 

Ensure the transcription switch is turned to Enabled under the same settings


Ensure app is up to date (version 2.9.0.007)

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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16 Messages

The above solution doesn't work. I have done all of the instruction given but still no visual voice-mail. I'm a fool. I have spent many more hours than 10 thinking one of them must know. How does Xfinity Mobile explain why so many customer service representatives don't know their job?

Visitor

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1 Message

3 m ago

I have also had the same issue - stopped working mid April. Has Xfinity made ANY attempt to patch this issue? We pay A LOT of $$$$$ to Xfinity and it is not acceptable for voicemail to work - it is a basic service! I have referred dozens of people to switch over to Xfinity mobile and now I feel foolish. Who wants a mobile carrier that does not have working voicemail?!?!?

The automated response from [Edited: "Personal Information"] is of no help - it is actually wrong. It states that the app works on certain phones (it does not) and it says it does not work on iphones (it does). Are you kidding me?  I have 4 phones that are all different and none of them are getting their voicemail transcriptions. I manage about a dozen other phones and some work and some don't. There is obviously something wrong with the app. As I type, I have been getting the runaround with the mobile support phone dept. Been on this call for over 45 mins and they have told me nothing - Just "reviewed my account", no help whatsoever. TERRIBLE customer service.

(edited)

fpcustomer

Frequent Visitor

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13 Messages

12 d ago

I have the same issue and timing.  Has anyone been able to resolve the issue?

Official Employee

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316 Messages

Hello @fpcustomer, and thank you for reaching out to us about your voicemail issue. The best place for support with the problem would be our Mobile team here: 

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/3xAzeFc

They would be the best team to assist you with getting the issue with the voicemail problem. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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