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Cannot listen to voice mails

Hello,

I have voice message indicated.

When I call voice mail on +4474588333222 I'm asked for my pin followed by the hash key.  When I enter pin and press hash I have silence for about 15 seconds and then the call is terminated.

Any help will be gratefully received.

Thanks

Phil

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Message 2 of 16
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Re: Cannot listen to voice mails

Hi squareiz

 

Thank you for posting on our community forum pages. 

 

We are sorry to hear that you are having issues accessing your voicemail. We understand that this must be frustrating.

 

Has there been any improvement since your post at all?

 

If not please let us know as we'd like to see what we can do to help on here.

 

Are you able to make regular outgoing calls without any difficulty?

David_Pn
Forum Team

Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


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Message 3 of 16
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Re: Cannot listen to voice mails

Hello David,

Thank you for your reply.

Yes I still have the issue, I can make regular calls etc all fine from the mobile.  

Just to confirm the problem is as follows.  I have voice messages notice on phone,  I call the voice messaging service, when promoted I enter my pin followed by hash key.  Line goes silent for approx 15 seconds, then have message saying thank you for calling VM message and call terminates.

I hope you can fix this soon as I will have to disable my VM tomorrow so people do not assume I'm getting their messages.

Best wishes,

Phil

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Re: Cannot listen to voice mails

Hello David

As this is not resolved I have had to disable my Voicemail.

Can you let me know of progress on your end, and when I should re-enable my voicemail?

Many thanks

Phil

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Message 5 of 16
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Helpful Answer

Re: Cannot listen to voice mails

Morning Phil

 

There are some settings on your voicemail which I'd like to adjust from here if that's OK?

 

I'll send you a private message in a moment so that we can get some more information such as your mobile number.

 

Please keep an eye out for the message by the envelope at the top of the screen.

 

Thank you. 

David_Pn
Forum Team

Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


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Message 6 of 16
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Re: Cannot listen to voice mails

Thank you David for resolving the issue.
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Message 7 of 16
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Re: Cannot listen to voice mails

I also have the problem described here - silence on attempting to listen to voicemail messages. Could you send me the solution too please?

It is tantalizing to see that a solution exists with no description of what it is!

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Message 8 of 16
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Re: Cannot listen to voice mails

Thank you for your post Mjr6139.

 

We'd just like to go through a few questions with you to see if we can diagnose this.

 

Do you have a handset with us or are you on a SIM only offering? 

When was the first time you noticed this issue with the voicemail? Are you able to check if the handset has this activated as well as the SIM please? 

I'll include our Phone Fix link here which may help with this as well. 

 

Let us know how these go.

 

Thank you, Emily.

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Message 9 of 16
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Re: Cannot listen to voice mails

Thanks for responding, Emily. This is a SIM only contract. The phone is a Samsung J5 (2017). I don't believe it has ever been possible to listen to voicemail messages, though it is possible to leave them. When a voicemail is left the phone receives a text message to say that there is a new message. On calling Voicemail from the phone the normal PIN dialogue takes place, including rejection of an incorrect PIN. Once the correct PIN is supplied all that happens is several seconds of silence followed by a goodbye message and termination of the call.
Shortly after the SIM was installed, the phone number was changed by transfer from an old phone. I wonder if this could have caused a voicemail mix-up.
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Message 10 of 16
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Re: Cannot listen to voice mails

Thanks for replying mjr6139,

 

We appreciate you trying the diagnostics sent from Emily. If these have not resolved the voicemail issue we will need to take a look in to this further you.

 

I will pop you over a private message to access you account. Click on the purple envelope to accept he chat.

 

Kind regards Jodi

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