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Helenroy
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Cannot retrieve voicemail messages

Hello, we have recently been installed with Virgin broadband, TV and phone.  I have left test messages on my home phone, but the voicemail system doesn't get them.  It says I have no messages.  I can use the phone to make and receive calls, no problem.  I'm wondering whether this is connected with the fact that at our old house we used the 1571 service, nothing to do with Virgin but using the same physical phone.  The first time I rang 1571 after the Virgin installation, I got old messages from our old house which had been made to the old number.  It seems like it needs resetting somehow?  I tried ringing Virgin to get help, and spoke to someone who said I needed to speak to a specialist and he would put me through.  In fact, he put me through to a recorded message about IT help, saying they weren't taking calls!  Not sure of the best way to resolve this.  Can anybody help?

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Ryan_N
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Re: Cannot retrieve voicemail messages

Hi Helenroy, 

 

Thank you for your post and welcome to the forums. 

 

Sorry to hear you've been having this issue with your voicemail. Can I just clear a few things up if possible; 

 

  • When you dial 1571, do you get any error messages at all? 
  • Is anyone else able to leave messages at all? 
  • Did you bring over your landline number? 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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Helenroy
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Re: Cannot retrieve voicemail messages

Hi Ryan,

No, I don't get error messages, 1571 just says I have no messages.

Yes, there is no problem leaving messages, just can't retrieve them.

No, we tried to bring over our landline number but something went wrong so we had to have a new one.

I do hope you can solve this!

Regards

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Ryan_N
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Re: Cannot retrieve voicemail messages

We have just left a test voicemail. Is it possible you could dial 1571 to see if you're able to hear the message? 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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Helenroy
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Re: Cannot retrieve voicemail messages

Hi Ryan, no, it says I have no messages.  Helen

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Helenroy
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Re: Cannot retrieve voicemail messages

Hi Ryan, any ideas?

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Katie_WT
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Re: Cannot retrieve voicemail messages

I am sorry that you're still having issues with your Voicemail @Helenroy - I was assisting @Ryan_N last week and it was myself who left the voicemail. We have checked everything at this end and no issues seem to be visible from here; it's rather mind-boggling. 

 

Please can we ask you to dial 174 or 175 from your landline and confirm if you're connected to the number that is listed on your online account? Can you also confirm if you have your own answering machine on your device? 

 

We have also removed the feature and re-added it back onto the line to see if that has helped; please do keep us posted.

 

Cheers

Katie - Forum Team


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Helenroy
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Re: Cannot retrieve voicemail messages

Hi Katie, there has been a further issue since I was talking to Ryan.  I have discovered that we have two landline numbers on our line!!  When we moved house locally and came to Virgin we asked to bring our old number (665001) with us.  Our installation engineer said we couldn't and gave us a new one.  In fact, we now have both!  I can receive calls on both of them, and when I ring out it is on the old number.  I can also receive voicemails on the old number.  Our engineer has reported it for us, and he says Virgin are talking to BT about it.  I don't know why BT, because we weren't with BT, we were with TxRx.  By the way, I put in a complaint yesterday, not so much as a complaint but a plea for help - we have so many issues and can't get anybody to talk to, the Virgin phones and on line help just send us back in circles to online help, and 150 doesn't work.  Have tried 174 and 175, but they don't work either, just get a three note unobtainable tone.

No, we don't have our own answering machine, but with our old provider (TxRx) we had the same 1571 system that Virgin uses.  Has this somehow caused some confusion?  We have a Siemens Gigaset A580Ip plugged into the Virgin router, and two separate Siemens handsets.  (We don't have a simple old fashioned phone to try.)

Not sure of your relationship with the 150 people or the complaints people, but this is my list of problems:

1. Two landline numbers

2. 150, 174 and 175 don't work

3. 1571 says I have no messages when i have, on the new number.  I think it now works on the old number.

4. Cannot send Outlook emails but can receive them.  Have been told that you need to tell me new outgoing settings, even though it is not a Virgin email address.  (We are not very techie.)

5.  Iplayer sometimes has no sound.  If we reboot, this sometimes sorts the problem but not always.

6.  Lack of telephone no to get help - linked I suppose to the lack of 150.

Please help!  Thanks, Helen

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