Calls go straight to VM without a missed call

Issue: Calls from a specific number are going straight to VM without indication of a missed call. The same issue occurs on all 4 lines on my account, straight to VM. No issue with calling out or receiving texts to all other numbers attempted.

This is not the run of the mill straight to VM issue. I have spoken with Tech(L1 and L2), Customer Service, Billing, and back around to the front again. I have reset my device at least 15 times following Tech "troubleshooting" being perform. How can it be device related if all for devices have the same issue, 3 iPhone's and 1 Android? I have requested an escalation to which I was informed that the Network Team would be reaching out within 72 hours. That was 6 days ago and no call. The last conversation I have with the Tech team the agent actually stated that he recommended I switch carriers. Not a good look Verizon.

The reason this call to my cell is important is because the number calling said cell is an outage hotline. If the call is not received and responded to then the business I support does not receive support. Simple enough to explain and yet clearly not important to Verizon at this point.

The question, yeah yeah I'm getting there. Does anyone have experience with contacting another resource that would have the escalation capability to get a resource to trace a call to figure out the issue? Just looking for an L3 resource that I can work.

Thanks,
C

Accepted answers

Ann154

I agree with the other poster. Have you verified the numbers calling you haven't been blocked on your phone through the contacts app either as a spam number or even a known number and you have blocked it to go directly to voicemail?

The other possibility although less likely is they are calling from their voicemail system to leave a voicemail directly.

bx71

Turns out the Call Filtering add-on was blocking the call. I have to admit, the only way I found it was on the Web under my account info. Didn't even know I had it on my line. Anyway, food for thought going forward.

Thanks again.

All comments

SynthpopAddict

Disclaimers: I'm prepaid, so my account setup is different than that for postpaid customers, and my phone is unlocked, so I'm not using Verizon's Call Filter app because it won't work on my phone. But out of curiosity, you wouldn't happen to have this number blocked somewhere in your account or apps? Another possibility is that the outage hotline number was marked as spam for some reason and that's why you can't get calls from it. Verizon would have to whitelist the number on their spam filters in that case.

Ann154

The other possibility although less likely is they are calling from their voicemail system to leave a voicemail directly.

bx71

Thanks for the reply. I checked all the filter possibilities on my device and did not see any references of the number. I like the thought process here though. I believe the issue is actually a filter somewhere on the Verizon side which adds up to all lines on my account not receiving any notification of a call. Thanks again.

C

SynthpopAddict

You're welcome. Have you also checked your My Verizon account add-ons and settings to make sure the number wasn't blocked there either? If there is nothing in your Verizon account which could cause the number to be filtered, then the problem is on Verizon's side and they have to tweak something on the backend.

bx71