Voicemail not working

[richardmills156]

I'm a pay monthly customer with a Samsung Galaxy S6 andI can't divert calls to my voicemail. My number was successfully ported from EE.

I've tried several methods including 1211 ("sorry we're unable to set up your diverts at this time"), from phone settings (get "unexpected response from network"), using MMI code **67 etc when I get a network error. 

I've had 4 live chat sessions with my voicemail being reset each time but still no success. Called 'complaints' which took ages but still no success. I was told it would be escalated but still heard nothing.

Does anyone have any ideas please? Contacting Vodafone seems to get me nowhere. Thanks

[BandOfBrothers]

Hi,

When did the port from ee complete ?

I'm thinking the port files has not 100% completed yet , maybe. 

Have you tried cancelling all diverts first ? 

"1. Cancel all diverts
Press Phone.
Press Keypad.
Key in ##002# and press the call icon.
2. Return to the home screen
Press the Home key to return to the home screen."

[richardmills156]

Thanks for the reply. I ported a few months ago but only recently noticed it wasn't working. I've tried the cancelling all diverts process but unfortunately it didn't change anything.

[BandOfBrothers]

You're welcome.  

Customer services may have escalated this to a Super User. 

I'd advise to call 191 again to see if any further guidance can be taken. 

The forum is owned and also monitored by Vodafone U.K. We have members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name so You know they are officially from Vodafone.
 
All posts are read by them.
 


If if you still have issues then please come back to the forum and update your thread and I'm sure they'll be in touch to try and help. 

[AnnS]

Hi @richardmills156

Live Chat or Customer Services should be able to get your voicemail working.

When you next contact Vodafone, they will need to delete your voicemail box and readd the service.  As soon as this has been done, you should be able to turn on the service.

There is further information for you on the link below.

Voicemail Support

If you are pay monthly, you will also be able to divert calls to an alternative UK number.  There is further information below.

Support - Manage Call Diverts

I hope the above will help, if you continue to have problems, please come back to the forum.

[richardmills156]

Thanks for your reply Ann. I've had 5 chat sessions with Vodafone so far without success but I'll try again with this information.

[Annie_N]

@richardmills156

I've no idea whether either of the following might work, but they arose when I was trying to get voicemail reactivated on a PAYG phone where it had been totally removed to avoid an elderly relative getting distressed about messages she couldn't manage to hear.

The first suggested by CS, after earlier unsuccessful attempts to reset Voicemail, was a leisurely version of the Cancel all Diverts process:

Start by dialling ##002# [SEND] into your phone.

You should see an onscreen message stating that call forwarding has been switched off.

Leave it a couple of hours, then dial 1210, and listen to the prerecorded message. When the call finishes, redial 1211 and your Voicemail will definitely work - but it didn't!

After a couple of attempts, that still didn’t do the trick, so I tried Live Help, explained the problem, and asked them to reset Voicemail. But the agent said that it sounded as though I needed a Voicemail Reactivation instead. I've no idea if he did anything different from earlier agents, if it was the process which @AnnS describes, or if it was just a bit of hocus pocus to keep my spirits up - but that time it did work!

[richardmills156]

Thanks all. I've just had a long chat session with a technical specialist. End result is that she couldn't get it working but if I visit a Vodafone store they should be able to do it there by connecting to their network. So I'll have to give that a try. I've tried everything else.

[BandOfBrothers]

Hi,

Im not sure a Vodafone Highstreet Store will be able to resolve this. They are there to start new contracts , upgrade, sell phones and accessories .

Not usually account issues. 

However if that's what an agent has advised then who am I to say they can't help.  

would you let us know how you get on please. 

[AnnS]

Hi @richardmills156

Don't waste you time by going to a Vodafone Store.  It just sounds as though live chat are just passing the buck for something they should be capable of sorting out.

At least by coming to the forum, you will have found the best place for your voicemail issue.  Give it until the beginning of next week, quite sure they will send you a PM and get your voicemail working as it should be.