Child Item

Site Totals

61432 Questions Answered 270 Categories

No Visual Voicemail on Verizon S21 Ultra

I bought a brand new Galaxy S21 Ultra from Samsung. I purchased the Verizon specific model. It came with all the typical Verizon apps on it, but no visual voicemail. It is not in my options in the dialer setting either. I cannot find it on the Add Ons or the Google Play store. Voicemail works fine if I dial *86, but that is so slow and cumbersome. It took me 20 minutes to get to a recent voicemail after navigating through all of the others.

On my last device the visual voicemail worked fine.

Comments

ljrmsom

I have the same problem, except I am using an iPhone 12. My husband and I got the same phones at the same time. His has visual voice mail and mine does not, and we don't understand why the difference. I really would like to have the visual voice mail.

Verizon_Support

Hello, SimpleTrigger. I can help you figure out your Visual Voicemail. Do you see a Voicemail app available. Our Visual voicemail should just be called Voicemail on your new device. You can see how to activate it here: https://www.verizon.com/support/knowledge-base-103564/
Let me know if this works.
JavierD_VZW

Verizon_Support

ljrmsom, we understand the importance of having access to visual voicemail. We want to help in any way possible. Is your iPhone currently up to date with the latest iOS software? Are you having issues with any other apps on your device? Have you been able to check voicemail by dialing *86?

-Joshua

tonesbass

I went to enroll in the free visual voicemail but it says that the phone is ineligible. It is VERY difficult and time consuming to listen to voicemail while traveling ... please help. I had this with my moto and miss it very much.

duhbearz44

Why is this made so difficult? Seems like this should not be so hard to implement, yet I can't find a way to get Instavoice on my Ultra. Also, looking under phone app settings there is no option to even select Visual Voicemail. Do I need to return my phone?

Verizon_Support

We are sending you a Private Message now to get this resolved ASAP.-Sean

dsulli2153

I have been dealing with verizon tech support for days now, no visual voicemail on galaxy S21, only call in. I think this may be straw that breaks camels back.

jumpman1975

I have the same problem. So frustrating to get a new phone (from note 9 to s21 ultra) and have to deal with this mess. The *86 solution is not the best solution. I had to go through 12 VMs via the *86 and not convenient at all. The best solution is to make the app work as designed and intended.

Customer service and tech support: please advise.

Verizon_Support

jumpman1975,

We want to make sure you have all the apps you need. That's a big deal. We're glad to help. Do you have an app on the phone just called voicemail? Are the other Verizon apps working as intended? -Andrew

WJRElectric

Same issue, I am trying to run a business from my phone. It worked fine till the last up date. If this isn't resolved soon I will be canceling our service with verizon and going elsewhere.

danxmanly

Just adding to the list of frustrated Samsung S21 users with no visual voicemail. It worked when I got the phone a few months ago, but after one of the forced updates.. to, ummm.. improve my phone's performance, visual voicemail no longer works, nor do I get any notifications I have a voicemail.

ZEE4

Can you send me a resolve this issue as well, I am having the same problem and for $1200.00 and many years being a customer. I'm not happy!

Verizon_Support

We'd never want to see you go and can understand how frustrating it is when a feature is not working correctly on your device, WJRElectric. A fix for the Visual Voicemail is currently being worked on and will be sent to your phone as soon as it is ready. In the meantime, you can still access your voicemail by dialing *86 and send. Please let us know if you have any trouble with this. -Danielle

JakeNick24

I have the same phone and no voicemail app on the phone moved from S10 plus. Need help getting it turned on and the app on my phone.

SaltyS21U_User

Go into Phone Settings - to Apps - tap 3 dots on upper right, and press Reset App Preferences.

Please let me know if it helped.

JakeNick24

@SaltyS21U_User
and @vzw_customer_support
No did not work. I don't have any voicemail app on my phone is the problem. On my S10 I had Visual Voicemail version 13.2.00.2 by SAMSUNG CORPORATION, not on the Samsung store or google play but downloaded from uptodown and doesn't install. i ordered a new SIM a 5g since my SIM is 4g so maybe that will do the trick?
Verizon customer service hasn't been able to help every time I called it was restart your phone.

SaltyS21U_User

Hello JakeNick,

I see, I ported over to Verizon back in the end of April, with a Samsung S21U-Sprint. I had to purchase a new S21 Ultra UNLOCKED from Samsung directly, due to the fact of a the issues with SPRINT/ T-MOBILE merger. I have the Samsung installed Visual Voicemail that came pre-installed. I just figured out earlier this past week how to get it going. I still do not have Digital Secure, and Call Filter working properly if at all. Verizon Cloud is not backing up as well... YES, that is right, Absolutely no help from Verizon Customer Care, Verizon Tier II Tech, nor Tech Coach with the Office of the CEO of Asurion on the line with me. Customer Service has gone to a place I am not able to describe. I have been just passed around and disconnected in every way possible. I have started numerous tickets for them to just close them with no explanation or follow-up by any means. I am still hoping to get this resolved. Wish you all the best. MERRY CHRISTMAS & HAPPY NEW YEAR!!

Verizon_Support

We certainly want to offer you the best options for your needs. I sincerely apologize as we are unable to guarantee all of our services on the unlocked device. It is best to dial*86 to access the voicemail through our services or there may be 3rd party Voicemail forwarding services available. -Yale

MrSurly

I had the same issue, verizon has to enable it on there end. 2 hours of me trouble shooting on my own nothing. Started a chat with a verizon agent 5 minutes later it was working fine.

JakeNick24

@MrSurly
Thank You. I will try chatting with a Verizon agent. which site should I use to chat?
Verizon's reply on this form was no help and all the phone calls didn't get anywhere.

Greatly appreciate your help.

MrSurly

@JakeNick24
Ok, short back info. Maybe it will help, not very tech savvy just general knowledge here.

upgraded from s8+ 4g to s21ultra 5g. both phones bought directly from verizon.

used smart swap to move every thing to new phone.

s21ultra came with new 5g sim, had to remove to get serial number, register with the phone and line, on laptop using verizon setup giude from home account page.

everything swapped over fine.

phone and apps updated via wifi. everything worked fine till i tried to use voicemail. opened the app had the continue button to use the free basic visual voice mail. clicked it. would try to connect then id just get a button to dail voicemail. wouldnt get the terms of service agreement to use vm.

force stopped the app cleared the data restarted the phone. vm wouldnt connect

read or saw in a video that visual voicemail can only connect using celluar data, turned wifi off on phone. tried again. vm wouldnt connect.

thats when i started a chat just from my account home page, where you get the chat with us pop up. answered a few questions from the automated part till it connected me to an agent.

sorry i dont have the name of the agent, they asked for the specific number of the phone i was trying to get vm to connect on. gave them that, they checked something. said it wasnt connecting. said they needed to check if it was enabled on their end. it wasnt. so they enabled it on their end ( not sure tech wise what that means ) asked me to power off the phone. then power it back on. i was able to connect to vm and get to the terms and service agreement, accepted. vm connected been working fine ever since.

Dolomen

I think the issue is with Samsung and not Verizon. Samsung wants you to use the Samsung Voicemail App that is pre-installed on your phone (and can't uninstall) for visual voicemail and when trying to enable voicemail in the google phone app, it just gets stuck on "enabling" and never shows the voicemail tab like every other Android phone I've owned in the last few years. I recently bought my Verizon coded s21 Ultra from Samsung directly in Dec and this is the conclusion I've come to after looking through other threads around the web and personal experience. It's unfortunate but it is what it is I guess.

jendrossart

This does not work. It just tells you to call your VM and then you have to listen to your messages which takes about 2 minutes to even get the message.

Verizon_Support

We know how critical it is to have Visual Voicemail, and we want to make sure we help in any way that we can. I have sent you a private message to continue. -Rosie

morgan7676

I have the exact same problem. It looks like at least one person got it resolved by working with Verizon... I'm hoping they will DM me from this reply and help me get it fixed.

JakeNick24

@morgan7676
I never got mine fixed. if you get it resolved let me know the steps on how. I use a 3rd party app and works okay, sure miss the Verizon app tho.

Verizon_Support

@morgan7676 ,

So that we can best help you, we do need to know more details first. What exactly happens when you tap on the voicemail app on your phone to access Visual Voicemail? Do you have any issues calling your voicemail directly at *86 ?

-Russell

SaltyS21U_User

No issue dialing *86, but that defeats the purpose of Visual Voicemail, correct me if I am wrong. When I tap on Visual Voicemail app, I recieve the following:
SOMETHING WENT WRONG.
WE RAN INTO A PROBLEM. TRY AGAIN LATER
IF THERE'S STILL A PROBLEM, CONTACT CUSTOMER SERVICE.

I have been contacting them, Tier I, Tier II, Tech Coach, and Samsung.

The only information I have received is blaming me, or Samsung. I am under the understanding Samsung has an Engineering team trying to help Verizon resolve the issues with Visual Voicemail. I would really like to hear how and when the issues are going to be resolved.

Verizon_Support

SaltyS21U_User, we wish that we had more of an update for you however we are still in the process of working with Samsung on a software update fix that we hope to implement by early June 2022.

morgan7676

When I open voicemail it says:

"Something went wrong. We ran into a problem. Try again later. If there's still a problem, contact customer service"

Using *86 for voicemail works.

Verizon_Support

We can take a look into your voicemail concerns, please send us a Private Note.

*Gen

Oskkar

I have an unlocked s22 ultra and I ran into the same problem. the voicemail app just says call voicemail and doesn't show visual voicemails. So what I did I purchased the premium for 2.99 a month and fixed the problem. I could hear my voicemails for the app. Then I switched back to the free basic visual voicemail and I still have the future minus the extra stuff they give with premium voicemail.

Tsaw

I am having the same problem. The green voicemail app in NOT visual voicemail.

My S21 ultra is the only phone i ever owned that didn't have visual voicemail. Why is that?

Verizon_Support

Hello, Tsaw. We want to ensure you receive the help you need to resolve this issue. We are sending you a Private Note to assist you further.

*Cassie

Tsaw

Hello. I have the visual voicemail app but it's not actual visual voicemail. I still need to call in and enter a code and so on

SaltyS21U_User

Right!! Good luck!! Supposedly, you have to be on "VERIZON NETWORK," have Mobile Data "ON," notable to receive on Wi-Fi. Hmmm... can you say "CONTROL?" I am still having the same issues with the "VISUAL VOICE-MAIL" as I stated back on April 30, 2021, when I ported my service over to Verizon from Sprint/T-mobile with a Sprint S21 Ultra. Since then O have had a S21 Ultral (UNLOCKED) from Samsung.com, a Verizon S21 Ultra (Which Verizon spent 3 weeks trying to convince me the Verizon device would be the answrr to all issues). I received the device and guess what? No follow-up call from the Tier II Texh who spent 3 weeks calling almost everyday trying to convince me that would be the resolution. I spent 2.5 months and nothing was any better the the UNLOCKED devic, sent it back and then I smashed my UNLOCKED in truck by accident, filed a claim with Asurion and received a Samsung S22 Ultra, and yes still all the same issues. SAMSUNG has or was working with Verizon to help correct the issue foronths and may still be. So, once again good luck... You will be passed around, disconnected (HUNG-UP ON), no call backs, and no scheduled follow-up calls will happen as you will see a message "Resolved" with absolutely nothing changed or even an explanation. Fabulous "CUSTOMER SERVICE," I must add.

Verizon_Support

Hello. Thank you for bringing this to our attention today. We are here to help, and do everything we can to make sure your Voicemail is working properly. Are you using the Visual Voicemail app on your S21 Ultra? *Bryan

JakeNick24

Hi @Tsaw
,

First good luck on this. I have spent hours if not days on this issue same as @SaltyS21U_User
. Mine unlocked S21 Ultra was purchased in November 2021, @vzw_customer_support
stated it is due to Samsung since it is an unlocked phone and Samsung states we need to get Visual Voicemail Application from Verizon since it is their software. Yet Verizon is not able to provide it. A true shame having two huge tech companies having this issue for two phone generations for a few years.

I use the YouMail app on my phone; when I miss a call, it is fwd to this 3rd party, and they collect my voicemail, and I can get them in text format or share them in an email if needed. it has ads for the free version plus a few other apps to consider now. We can get back to using the Verizon application when Verizon gets its stuff together.

Child Item