Visual Voicemail

[SamConnelly11]

Is there anyone else still having trouble with this? Website seems to suggest it’s widely available now but I can’t seem to get it working. CS are promising a ‘welcome text ‘ by the end if the month before it will work. Since in terms of business days that is tomorrow it seems that this is a lie.

[Evie]

Hey there @Gadget77 - I'm disappointed to hear you're still working on getting your Visual Voicemail up and running. I'm sure you've already been through all the troubleshooting, but just to make sure, is your phone on the most up to date software?

I would also advise to drop us a message on social media so that can check everything is in order on your account. Make sure to include a link back to this forum thread, your mobile/account number and the make and model of your device when DMing us 😊

[JSMVV]

Yes I am having the same issues.  No hope of getting it sorted - I actually had to tell the agent that clearly there is a technical issue at Vodafone's end (after sitting on chat for nearly an hour - and this is the second time), and suggested the issue needs to be escalated.

My phone has been showing visual voicemail but for VMs received in 2019 when I was with another network,  but no new voice mails ever appear.  And strangely that is what was showing until this morning when I went through the steps suggested by customer services. Now all I have on Voicemail tab is 'Call Voicemail'.  The agent tried to tell me that meant that visual voicemail was enabled.... I wasn't born yesterday!  

I have tried everything including the suggestion in this post about switching off Primary (Settings > Mobile Data> Turn On This Line switch to Off) - that didn't work.  But did show the Visual Voicemails from 2019 again, until I switched it back on.

My phone has eSIM rather than physical SIM - could that be the issue?

[Mark]

Let's see if we can get your visual voicemails re-activated @JSMVV. As we'll need access to your account to make sure everything's setup correctly at our end, we'll need you to pop us a message through our social channels.

[JSMVV]

Thanks Mark but if your customer services via chat can’t help, what can your Facebook/Twitter customer services do?

[Mark]

Our Social Media team is made up of agents that specialise in many different areas @JSMVV, if the adviser that picks up your query doesn't know how to solve your issue, they'll be able to speak to someone that does. We're also able to let you go about your day while we investigate this and keep you updated on our progress. If you'd like us to take a look into this for you, just pop us a private message through the link in my previous message.

[JSMVV]

UPDATE: someone has responded on Facebook finally.

 Well I tried both Facebook and Twitter and didn’t get a reply from anyone. Also I must point out that it doesn’t make sense that you would have experts on hand on social media but not your “24x7 chat”.  I have no faith that you can sort this issue at all because so far my experience has been terrible. I haven’t received any confirmation from my 1 hour chat this morning that the issue has been escalated as I requested, so I expect that was another hour of my life wasted along with the previous hour spent on chat and the recent efforts to contact via social media. 

[Mark]

We work the messages in the order we receive them through our social channels @JSMVV, this means that when we're busy, there can delays between our replies. We will always reply to every messages we receive. We would advise messaging us through more than one platform. As these aren't connected, it can mean we replying to both messages at different times causing wires to get crossed. as we've already replied to you via Facebook. I'd advise removing your Twitter comment, or adding a message to say you're also in touch via Facebook. 

I'm sure we'll get everything sorted for you and you'll be receiving your voicemails visually again soon.

[JSMVV]

I have finally got Visual Voicemail  (VV) working.  The agents on social media went through the same steps as the agent on chat, however I think the key difference was at some point my voicemail service was removed completely, because when I entered 12152 and 12151 as instructed by the agent, I received automated message that these options are not available (I expect because VM and VV was not set as an option on my account at that point).  

This process wasn't as straightforward as I would like so it's hard to pin point exactly what made the difference but these are the approx. steps taken:

1. Voicemail switched off altogether - I'm guessing by one of the agents I was speaking to.  At this point I wasn't getting a response so I decided to try some things myself....
2. I text STATE to 100121 - this is supposed to enable VV - I received 3 text messages to say congratulations I can now use VV.  OK this was progress as I never received one of those messages before even after texting this multiple times over the past few months.
3. I called myself and left a message but unfortunately I just received a text as usual to notify me of a new voicemail, so VV still not working at this point.
4. At some point my Visual Voicemails from 2019 (when I was a different network) appeared again.  I may have rebooted my phone - can't quite remember. So I recorded a voicemail greeting using the 'Greeting' option on the top left while I had the option..  
5. After that I called myself again to leave a voicemail.  This time I heard the voicemail greeting I recorded instead of the automated greeting, but after I left a message I still just received a text message to notify me there was a voicemail and nothing displayed on the VV screen.
6. I called 12152 - to switch off VV
7. I called 12151 - to switch it back on
8. I shut down phone  and rebooted after 8 minutes.  Ensured it was not on wifi after reboot - it will automatically connect but just switch that off again.  I looked at VV at this point - didn't see a VV but didn't call myself again so it might have worked at this point if I had called myself..
9. I called 121 and went to option 4 > 4 then  I received the option to turn "standard" voicemail service off (no idea what that actually means ) so I chose that option to switch it off.
10. Then I left myself a VM again.  This time it came through on VV!

I have called myself a couple of times since and VV still working but I also received a text message to notify me of voicemail - so just switched that off by selecting icon alert in the mailbox settings (121 > 4 > 3 > choose the option you want)

I hope this helps someone.

[MarkD]

Hi @JSMVV, thanks for the update, it's great to hear that the Visual Voicemail is now working and thank you for the detailed message on the steps taken 👍