Voice mail errors

I have a Samsung S24+, purchased new from Xfinity a few years ago. I have been using Visual Voicemail for years, and it has never operated correctly. I have recently found that the problem is that, Visual Voicemail does not work over wi-fi calling. I have been talking with support for two days trying to get Visual Voicemail disabled and Standard Voicemail turned back on. It currently (after whatever was done on the back end) errors and I do not even get a voicemail received icon when a voicemail comes in, and am still getting the Visual Voicemail "Something went wrong" error. I am told by a third party that this is happening because Xfinity is still broadcasting a Visual Voicemail data packet to my phone instead of a standard MWI (Message Waiting Indicator) signal. Trying to discuss this with the Tier 1 reps has not proven effective. Can I get someone to reprovision my voice mail from scratch so that this network error will clear? Thanks in advance!

Responses

Oldest First

Selected Oldest First

XfinityJon

Official Employee

•

1.6K Messages

3 days ago

Good afternoon user_9261f8. You have reached the right team, and I will be happy to assist you further. I can absolutely understand the importance of both the visual voicemail and traditional voicemail. Here are some steps that I would advise first.

Clear cache: Go to Settings > Apps > Phone (or Voicemail) > Storage, then tap Clear Cache.

Reset network settings: Go to Settings > General Management > Reset > Reset mobile network settings to fix carrier connection errors.

Restart phone: Turn your device completely off and back on to refresh background processes.

Please let me know if this helps.

4

0

U

user_9261f8

Visitor

•

4 Messages

Thanks very much for the response. Do I have to have cell signal during this process? The reason I ask is we are in a cellular dead zone and I rely on wi-fi calling all day. That's why I wanted to switch back to standard voice mail. I have performed the steps you outlined, but did it while on wi-fi calling, not with a live cell signal. After following these steps, I still got no voicemail icon notification when someone left me a voicemail, but did get the Visual Voicemail "something went wrong" error message.

Like

Reply

3 days ago

0

XfinityJon

Official Employee

•

1.6K Messages

Thank you for the additional information. I will be happy to collaborate with our Xfinity Mobile Support to help get this resolved. I will need a little more information.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

Like

Reply

3 days ago

0

U

user_9261f8

Visitor

•

4 Messages

Done - much thanks for your assistance!

Like

Reply

3 days ago

0

U

user_9261f8

Visitor

•

4 Messages

Hi - just checking in to see if there is any update?

Like

Reply

2 days ago

0

Network

user_9261f8

Voice mail errors

XfinityJon

user_9261f8

XfinityJon

user_9261f8

user_9261f8

New to the Community?