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No notification of voicemails

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Regular Contributor

No notification of voicemails

I switched from Verizon to Xfinity about a month ago (BYOD Pixel 2). Until today, I did not realize that I am not being provided with notifications when a voicemail is received, or any way to listen to voicemails, through the standard Android voicemail app. I have to manually dial in to see if I have any voicemails and to listen to them (several were missed over the last few weeks). What am I missing in order to have this function as it always has in the past?

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Official Employee

Re: No notification of voicemails

Hello commodore_dude,

 

Thanks for bringing this to our attention.  I’m happy to help further.

 

Please know that Pixel devices use Google’s native voicemail app, not the Xfinity Mobile Visual Voicemail (VVM) app.  With that in mind I would still like to look into the features and provisioning for your device and make sure there is nothing a mis in that area.

 

When you can, send me a private message.  Just click on my name ComcastChrisL and from the profile page you’ll see a blue ‘send a message’ button.  In your private message and for account authentication, please include the following info;

 

First and last name, mobile number, full service address, and the last 4 digits of the stored payment method on file.

 

Let me know if you have any other questions.

 

Chris           


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Frequent Visitor

Re: No notification of voicemails

I have a Pixel 3a (BYOD - moved from Verizon), and just moved to Xfinity Mobile today, and I am not receiving any voice mail notifications either.  I see missed call notifications, but nothing for voice mails.  When I access the "Voicemail" option under the Phone app, it says "your voicemail box is empty."  I've left myself at least 3 messages!  Was there resolution that you can post?  Thanks!

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Frequent Visitor

Re: No notification of voicemails

Update - I was able to get the voice mail notifications working by calling Xfinity Mobile support.  I was told that Google devices need to be set for "Basic Visual Voicemail" and my phone was not set up for this.  The technician switched the features, I powered off/on the phone, and it works!

 

Google mentions this - https://support.google.com/phoneapp/answer/2811844?hl=en#

 

"Step 1: Contact your mobile service provider

Ask your mobile service provider to downgrade to a basic voicemail service."

 

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Regular Visitor

Re: No notification of voicemails

I had an extremely unhelpful chat with xfinity mobile today about this exact issue.  The agent just kept saying the app was incompatible, so sorry for the inconvenience.  

 

But you called, and they changed something on their end, and now you get notifications of voicemails?  

 

Is it also visual voicemail, or just notifications and being able to see them in the app?  That would be better than nothing, at least.  

 

That page you linked says that google devices are supposed to have transcription options on xfinity (as well as tmobile).  Do you see that in the phone app settings?  

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Frequent Visitor

Re: No notification of voicemails


@Tanaquil181 wrote:

I had an extremely unhelpful chat with xfinity mobile today about this exact issue.  The agent just kept saying the app was incompatible, so sorry for the inconvenience.  

 

But you called, and they changed something on their end, and now you get notifications of voicemails?  

 

** Yes, that's exactly what happened.  I had to be transferred to another tier of support (I'm guessing) who had more knowledge of how this was set up.  The first person I talked had to connect me with the second level person.

 

Is it also visual voicemail, or just notifications and being able to see them in the app?  That would be better than nothing, at least.  

 

** Yes, visual voice mail works and well as notifications of messages left!

 

That page you linked says that google devices are supposed to have transcription options on xfinity (as well as tmobile).  Do you see that in the phone app settings?  


** Yes!!  On my Pixel phone, there's another option I had to enable under Settings -- Voicemail -- Voicemail Transcription.  Once that was enabled, within 5-10 minutes of a message being left, I can see the translated text of the message.

 

Good luck - I hope this works for you too.

 

 

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Regular Visitor

Re: No notification of voicemails

TL;DR: It did!

 

Chat earlier was useless.  The first customer service rep on the phone didn't have a clue, but she transferred me to an Account Services rep who wasn't entirely sure what was happening, but she did have a list of steps and was able to set my service to Basic Visual Voicemail on her end.  

 

So, she did what she needed to on her end and directed me to reset the network settings, power down, power back on, and within a few minutes, the message in the voicemail part of the Phone app went from "Visual Voicemail not set up" to "Visual Voicemail activating" and I got a message that my pin had been changed.  Then the voicemail app prompted me to set a new pin, I did, and voila, everything works great, including the notifications and the transcription.  

 

Thank you!

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Regular Contributor

Re: No notification of voicemails

I made one adjustment from the Google link above and just got my first transcribed voicemail alert! I see ComcastChrisL also PMed me back a couple of days ago so I'm assuming he made the corresponding Xfinity-side changes. Sounds like that combination of adjustments is the solution.