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requa
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Contributor

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143 Messages

Thursday, October 20th, 2022 4:45 AM

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Xfinity Visual Voicemail No Longer Available

I'm using a carrier locked Galaxy S22 on Xfinity Mobile. I've been with this service for several phone generations and have always had access to visual voicemail though the Xfinity app, as recently as earlier this week. Today I opened the app and got an error screen saying it is no longer compatible with this device and I should use the pre-installed voicemail on my device. The only voicemail app Samsung includes does not include visual voicemail. What am I missing here? How do I restore VVM? 

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2 years ago

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requa

Contributor

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143 Messages

2 years ago

For the record, the chat button in this forum took me to a support chat window that is not able to help with Mobile issues. It did provide me with a separate link to Mobile support. Mobile support was unable to fix my issue. The solution provided to me (very slowly) was instructions for installing and setting up Xfinity Voicemail as if it were a new app. I tried uninstalling and reinstalling and clearing cache and data and still got no further than the original error message. I did ultimately find a solution on my own.

Since Xfinity Voicemail was convinced it was incompatible with my "new device" even though it was not a new device, it finally occurred to me that I likely had a new version of Xfinity Voicemail. I uninstalled 2.10 then tracked down and installed prior version 2.09 from a known and reputable APK source, and VVM is now transcribing properly. I am not providing instructions for APK installation since this is side-loading and is considered risky, but those who are already familiar with it should have no issue. I'll see if I can keep it from updating automatically (until Xfinity releases a new version).

7

CCJess

Problem Solver

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323 Messages

Hey there, I am sorry that you were having trouble with the link provided. I am happy to hear that you found a solution that will work for you. I hope you have a fantastic rest of your day, and please let us know if there is anything else we can help with.

I no longer work for Comcast.

2 years ago

0

requa

Contributor

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143 Messages

Update: After confirming proper functioning of version 2.09, I manually triggered an update to version 2.10 again (knowing I could always reinstall 2.09 if necessary). Version 2.10 is now working properly on my S22, including playing and showing a transcription of a test message I recorded while still on 2.09. I then repeated the process on my wife's S22 (uninstall, install 2.09 from APK, update to 2.10) but without clearing any cache or data on her phone. Version 2.10 is working properly on this phone, including retention of all of her old voice messages. I suspect something went wrong with the original automatic update from 2.09 to 2.10 that could not be fixed without first reverting to 2.09. Hopefully all will remain intact moving forward.

2 years ago

0

thejedigoddess

Frequent Visitor

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14 Messages

@requa​ You are a GOD. Following your advice on worked. I turned off auto updates in the play store. Thanks so much for your advice.

 

2 years ago

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mblueeyesr

New Poster

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4 Messages

2 years ago

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blader

Contributor

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24 Messages

@requa​ Can I ask how were you able to uninstall Xfinity voicemail on your phone in order to install v 2.09? I don't get an option to uninstall it - when I go to SYSTEM + APPS and select it, I only get OPEN/DISABLE and STOP. It did let me "uninstall update"  but what is weird is at the bottom of the app info, it says Version VVM-41.0_Stub_Release. [Edited: "Language"]???

I have an S9, what's really weird is the visual voicemail worked for a long time, then several months ago, it stopped working and I could only use my phone's voicemail (which I hate). Then, out of the blue it started working again late last year, but Xfinity had to do something with my account after an issue and in the process had to override something in the system after which I lost the visual voicemail again. I've been using VOXIST to forward my phone calls because that transcribes them (you get 10 free transcriptions a month) but talk about a pain, and if visual voicemail is part of what I'm paying for, I really shouldn't have to make these gyrations in order to get a message transcript.

BTW - I downloaded the version 2.09 APK (not sure if it's from a "reputable" source or not, how would I even know?) and I was ready to try and do what you did but if I can't uninstall the Xfinity voicemail, not sure if it would do any good.

(edited)

2 years ago

0

user_49dc6c

Visitor

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5 Messages

2 years ago

I worked with two different Xfinity Help Desk personnel yesterday. Neither one of them was aware of the problem and after more than 4 hours on the phone they were not able to get back voicemail on my Samsung S9. I think it is a scheme to get you to buy a new phone. I also had to reestablish voice mail and set a new password. It was a totally wasted day.

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user_c9b0d2

Visitor

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6 Messages

2 years ago

I have this same exact issue with my Note 9 I ported from Verizon.  I ended up activating a Google Voice phone number and setting up my forward feature from my regular phone number to the google voice. kind of a hassle to set up but at least now I get my voicemails. 

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user_49dc6c

Visitor

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5 Messages

2 years ago

We should not be forced to use another Visual Voicemail application. This was a feature we contracted for. I would like an explanation of why this valuable feature was removed and what is Comcast  doing to restore the functionality.  Now I need to check every missed call to see if they left a voicemail. Let's face it the cable companies are nothing more then monopolies.

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user_49dc6c

Visitor

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5 Messages

@user_49dc6c​ This morning an Xfinity Rep called me to ask why I rated my calls to the Help Desk a zero. I explained that 2 calls to the Help Desk did not solve my Visual Voicemail problem. While I was recapping what took place she hung up on me. I guess she was just going through the motions and Comcast really does not want to solve this problem that many of us are experiencing.

2 years ago

0

CCErika

Problem Solver

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339 Messages

Hello, good morning all. ! I appreciate you taking time out of your day and 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. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at comca.st/3f4kdli where an Xfinity Mobile expert is available 24/7?

I no longer work for Comcast.

2 years ago

0

user_49dc6c

Visitor

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5 Messages

@XfinityErika​ As I stated above I worked with the Help Desk 2 times with no results. Please have the next level of support contact me.

2 years ago

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XfinityVianney

Official Employee

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1.8K Messages

@user_49dc6c I can surely do my best to help. I ask that you reach out privately, so we can cover the next steps. You can start by clicking the chat icon located in the top right corner on your forums' page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

2 years ago

0

user_49dc6c

Visitor

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5 Messages

User requa fixed this problem by uninstalling version 10 of Voicemail and installing version 9 and then installing version 10. Is there a solution for customers that do not have the necessary skills to implement his solution? I went to a Xfinity store today and was told that they could not uninstall Voicemail and the only solution is to buy a new phone. Many of us can't afford to do that.

2 years ago

0

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