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Visual Voicemail and WiFi access to messages

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New Poster

Visual Voicemail and WiFi access to messages

I hope you can help me out with setting up my voicemail for my new Samsung A50 phone bought last week at an xfinity store with xfinity mobile service.
 
1) The phone comes with a voice mail app (blue icon) that appears to function (for visual, i.e., badge, notification of messages received) only if the phone is on data rather than WiFi. I get a message badge notification only if I switch from a Wifi to a Data connection. I, of course, would like to know if I have messages when I am at home when I have my phone on a WiFi connection as it is important to me to know of and return calls promptly without having to constantly dial up the voicemail service. (I do receive audio notifications, but these are only useful if I am at the phone at the time the message is left.)
 
2) I have attempted to substitute the xfinity mobile visual voicemail app (white "winking" icon). I get no notifications from this app and if I select the app a screen appears saying that "There's nothing here," even when a message has been left for this phone number. This is the case whether the phone is connected to Data or to WiFi. The app requires that I subscribe to Xfinity Mobile which I do and have that app on the phone. (I have now uninstalled this app to avoid any conflicts with the installed app.)
 
3) Neither app allows for controlling its default app status in Settings, and the blue-icon app does not have an active "disable" button.
 
4) I installed the "white winking app," i.e., xfinity visual voicemail, on a different phone (LG) with a different number with xfinity service months ago, and it is working fine, giving me notifications via WiFi and data as appropriate. I have seen in other threads on this subject that receiving Voicemail notifications from Xfinity is impossible -- that they are available only with data --  but my other phone disproves that as a general rule.
 
Thanks for any help available!  I have written xfinity customer service but with no response. I look forward to getting this fixed so that I have full utilization of this phone using my WiFi connection, and ideally with visual voicemail.
Official Employee

Re: Visual Voicemail and WiFi access to messages

Hello @JimC52, thank you for reaching out on the forum with your concern, we appreciate it. There are 2 main points regarding voicemail for newer android devices with Xfinity Mobile (such as Galaxy A50, Samsung S10, Note 10, etc).

 

1. New android devices will use the default voicemail app that comes on the phone now and going forward. The Xfinity visual voicemail app is not compatible with the A50. That is why the app will not work on your device. The LG device that you mentioned might be an older model that is still compatible.

 

2. The native voicemail app for android devices does require mobile data to be on in order to retrieve voicemails. It will not receive any voicemails through the app with just wi-fi being on and data turned off. The Xfinity visual voicemail app did have the capability of getting voicemails without data turned on. Unfortunately data will be required on the native voicemail app.

 

You can always dial *86 to listen to any voicemails as well, and it will work with wi-fi only.

I hope this clears up your concerns, and please feel free to reach out directly with any questions. 


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New Poster

Re: Visual Voicemail and WiFi access to messages

Same phone. Same issue. No help from either Xfinity or Samsung.
New Poster

Re: Visual Voicemail and WiFi access to messages

Thank you @ComcastTito. Your answer is thorough, though the result is disappointing.  Now I am wondering what would happen if I swap the phone numbers -- i.e., the SIM cards -- between my two smart phones as it is more important that my newest phone number notifies me immediately every time I get voicemail.  How complicated would mthat make life during the transition?! Thanks, again.

New Poster

Re: Visual Voicemail and WiFi access to messages



@JimC52  @JessicaMulein @Tom_D58 

 

I just ran into the same problem.  Text transcription works perfectly fine on all phones for my family but mine.  My phone died and they finally convinced me to switch from VZN.  Can't believe I am not getting text transcriptions on my new S10e using a carrier phone.  Luckily I can use the same solution I had to use with my unlocked phone on the VZN network that works perfectly well on Xfinity Mobile as well.

 

I use my Google Voice number and account to get all my voice mail messages.  Turn on call forwarding for no answer for Xfinity Mobile (https://www.xfinity.com/mobile/support/article/how-to-use-call-forwarding)  and tranfer calls to my GV number.  As soon as I miss a call, I get a notification on my phone in the GV app and an email to my account.  All fully transcribed to text.  Details in the following support link.

 

https://support.google.com/voice/answer/165656?co=GENIE.Platform%3DAndroid&hl=en&authuser=0

 

No issues with getting notifications on wifi only either.  Hope this helps!

New Poster

Re: Visual Voicemail and WiFi access to messages

This is not an acceptable answer, policy or proper customer service. I've got family and friend using brandnew Samsung cell phones over ATT and Verizon, including one using an A50, who get voicemail notifications just fine over wifi. This seems to be a way xfinity can charge users for additional data. This constitutes false advertising since a prime Xfinity advertisement for Xfinity cell service is that users can use Xfinity wifi, and the A50's calling over wifi. Calling over wifi does work, so there's no reason notifications of voicemail doesn't work. I don't care that Xfinity won't give visual voicemail over wifi - even though Google does give notification of Google voicemail and even transcibes messages to email. But not getting ANY notification that I've a pending Xfinity voicemail is not acceptable. Having no way of knowing that a call's been missed unless I constantly phone Xfinity voicemail is just wrong on Xfinity's part. The only other way to get notification of a voicemail, when data is not an option, is to call forward to Google voicemail. So, interesting that Google voicemail gives notification when using wifi and not data on a phone that Xfinity claims isn't able to get voicemail notification except through data due to Android. Well, you do know that Android is Google don't you? I suggest Xfinity solve this issue.
Regular Contributor

Re: Visual Voicemail and WiFi access to messages

I am having a similar issue with my iPhone 11 Pro.

I get no voicemail notifications when I have WiFi calling activated.  And no new voicemails show up on the phone.  I also cannot delete any voicemails that show on my phone.  If  I do, they appear to go away, but they are still in the inbox if I call into voicemail (long press "1") and if I restart the phone with WiFi calling off, the "deleted" voicemails reappear on my phone.

I just came over from Verizon and I used WiFi calling and never had this problem.

Seems like there is some problem with the way WiFi calling is affecting voicemail and certainly not only on Android device as my phone is Apple iOS.

Another topic on this is here:
https://forums.xfinity.com/t5/Xfinity-Mobile/Visual-Voicemail-and-WiFi-access-to-messages/td-p/32545...