Community Forum

Apple iPhone Visual Voicemail Not Working

miyako
Regular Visitor

Apple iPhone Visual Voicemail Not Working

Hi,

 

I am a new Xfinity Mobile customer and ported my number from Verizon to Xfinity Mobile. Apple's Visual Voicemail is not working, it prompts me to call the voicemail box. I went to the Xfinity store for help, but they sent me to the Apple store. The Apple store told me they cannot fix this problem and that I must go back to Xfinity to get help.

 

I've seen other posts say that @ComcastChrisL helped other customers with this same problem:

https://forums.xfinity.com/t5/Xfinity-Mobile/New-iPhone-SE-Visual-Voicemail-Not-Available/m-p/333946...

 

DaveO3
Problem Solver

Re: Apple iPhone Visual Voicemail Not Working

You must call XM customer support and request tier 2 voicemail support. Only tier 2 support can update the backend settings so that they are specific to Apple iOS versus Android devices. 

miyako
Regular Visitor

Re: Apple iPhone Visual Voicemail Not Working

Thank you for the suggestion @DaveO3, I spoke with Tier 2 support this afternoon. She said, "the voicemail feature code is incorrect, I will have to revise it." She said she also reprovisioned the voicemail. Visual Voicemail still was not working after powercycling the phone. I had to get back to work so I ended the call.

 

I called Tier 2 support again in the evening and spent 40 minutes on the phone (after waiting 20 minutes on hold) with Tier 2 support. She said she had a chat going with her supervisor and Verizon support. They were doing something on their end and asked me to reset network settings and power cycle my iPhone, but it didn't help. After a couple more power cycles later, I asked to speak with Tier 3 support, but was told that customers are not allowed to speak with Tier 3 support. I waited another 20 minutes on the phone while they worked on the issue then asked for a case/ticket number so that I wouldn't have to explain the issue again the next time I called. She said that they cannot issue a case/ticket number, but offered to call me back later. This seemed like a dead end so I declined her offer to call me back.

DaveO3
Problem Solver

Re: Apple iPhone Visual Voicemail Not Working

Call again. Get tier 2 support and maybe you will get someone to CHANGE your settings to Apple versus Android.
Edsmembers
New Poster

Re: Apple iPhone Visual Voicemail Not Working

I have been having the same problem: 4 new lines switched from Verizon android to Xfinity iPhone.  Visual Voicemail is not working on any of them.

 

Two weeks ago I spent 3 hours on the line with Tier 2 support who ultimately threw up their hands and said it was an Apple problem and that I needed to request brand new devices from Apple becuase we must have gotten a bad batch. Honestly ridiculous!

 

I am on hold right now with Tier 2 support trying again. Fingers crossed it will be more successful this time.

 

I'm skeptical. If you read through the forums you will see this is a very common problem and no one at Xfinity (other than ComcastChrisL, who is no longer there) is able to fix this problem. They need to figure out this issue, which is becoming quite the problem.

 

Edit: after 1.5 hours this time, Tier 2 was able to reset voicemail on all four iPhones and they are not working correctly.

 

miyako
Regular Visitor

Re: Apple iPhone Visual Voicemail Not Working

I tried website chat support this time and asked them to escalate to Tier 2 support and have Tier 2 either:

  1. Change my voicemail from Android to Apple in Verizon’s systems.
  2. Remove voicemail from my account then re-add it.

The chat support person relayed a message from Tier 2, "I have updated the correct voicemail feature! I had to reset the voicemail so the temporary voicemail pin is #### the client can update the voicemail pin in the voicemail app. The client had an android voicemail attached to their apple device so I added the proper feature in rssx."

 

The voicemail app said, "No voicemails" instead of "Call voicemail" after I restarted the phone. Chat support had me dial *86 and enter the temporary pin to see if that would work and it did. I had 11 voicemail messages. About 5 minutes later, I saw two voicemail messages listed in the voicemail app, so it looks like they were finally able to fix my problem.

 

Thank you to everyone on the forums that helped!

DocLoren
New Poster

Re: Apple iPhone Visual Voicemail Not Working

Thank you!