iPhone not receiving voicemail & cannot record greeting
RM-14
Enthusiast - Level 1

Of four iPhones on our Verizon account, one of two of our iPhone 13's (iOS 16.5) does not receive voicemail via the Apple Phone app since 5/8/23, nor does it allow recording a custom greeting for voicemail. Incoming calls are indicated with Notifications, and are listed under "Recents" in the app. VM can be retrieved from *86. The other iPhone 13 works fine.

We've spoken with Apple tech support twice and they ran through network setting reset, checked available memory, and several other system and settings checks. They stated that the phone was set up correctly and the issue was with the cellular carrier.

After three calls with Verizon Tier 2 customer support, and many resets and adjustments on settings, the problem still exists. We were told by the last tech support agent that this has been a documented problem and he personally created a series of support tickets the day before we talked and that his own iPhone 14 also has the issue. A ticket was supposedly created for software support and then we wait for a resolution to this issue. We don't feel assured that this issue will be addressed anytime soon.

 

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2 Replies
vzw_customer_support
Customer Service Rep

RM-14,

 

Thank you for lifting this concern, as we do want to make sure it is being worked on. Making sure you are able to get your voicemails is crucial.

 

Please let us know the results of the ticket you opened, as we want to leave no stone unturned in searching for a resolution.

-Colin

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RM-14
Enthusiast - Level 1

After many hours with Tier 1 and Tier 2 tech support, as well as a Remedy Ticket supposedly submitted to software engineering, we finally have a resolution to our voicemail problem. After three different tech support reps today, we finally reached one who knew exactly what the problem was: "5G core trigger" which apparently works with the voicemail system. He "deleted" it and assured us that our voicemail would now work, which it now does.

What is totally surprising us is how the lower level Tier 1 and Tier 2 folks have no idea of this remedy, even to the point of passing the call on to the appropriate department. The final tech we spoke to told us that the remedy ticket would not have resolved the issue since it would not have been directly sent to the correct department. So before ending the phone call, I suggested strongly that his department communicate with the folks at Tier 1 and Tier 2 support so that they know of this resolution and can direct customers to the appropriate solution instead of the run-around path that we were placed on last week. Verizon, get it together, please!

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