Where did my Verizon Voice Mail go?
JamieInReynoldsburg

I have an HTC One M9 phone, and have had it just over a year. Until yesterday, I had Verizon Basic Visual Voice Mail.

For some reason, my phone didn't charge last night, and I left it on. Something ran me down to 0% battery, so I juiced it back up. Things aren't the same anymore. I had to reenter many of my settings, from ringtones to screen names, to passwords. And my Voice Mail app disappeared. When I go to Google Play to put it back, I can't find it. When I try that on my computer, I can find it, but it says it isn't compatible with any my devices.

What gives, anyone know? Thanks!

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14 Replies
JakeSchlaerth
Newbie

Hi! I am also a verizon customer, and I also own an HTC One M9. On April 17-20 (sometime in there) I had the exact same issues with my device. My home screens were all set back to default, my contacts were all gone, my old messages were all gone, ringtones and alarms all set to default, and my Verizon Voicemail application had disappeared.

Here's the kicker: if your name refers to Reynoldsburg, Ohio, we bought our phones from the same store (the one off of route 256 near target). I haven't found anyone else with this issue online anywhere.

Keep me updated on any progress you've made! It seems like all the old files are still on my phone, it just doesn't know where to look to find them. My music is still there, and my old downloads are still there.

Seems very odd.

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vzw_customer_support
Customer Service Rep

I can only imagine how shocking that must have been, JakeSchlaerth. Let’s get to work for you and find a solution. I would like to ask a few questions first so we fully understand the issue. Can you please clarify what you mean by the old files are still on the phone? Have you completely lost your contacts, messages, and voicemails from the phone?


Please verify the software version on your device. Click here: http://vz.to/271jkPX . Please keep us posted.

AnthonyC_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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I'm afraid I might not have been explicit enough with my issue.

As I said, I inadvertently let my phone run out of power, or rather, something must've been running that used up all the power, when I thought it was plugged in. Anyway, it got down to 0%. I plugged it in, let it take a full charge. After turning it back on, random things were different, but not everything. My custom wall paper is still there. My custom ringtones still exist, but the sounds were back to default. My contacts are still there. My notifications were all reset so that EVERYTHING notifies me of every little thing (annoying, right?). Almost every password needed to be reset. Random apps were gone, most still existed. And the Verizon voice mail app was gone (red box, loop tape icon), utterly. Any voice mails I had waiting or stored were gone. Now, if I get new voice mail, I get the tape icon at the top of the notification area, but if I press it, it calls for voice mail through the phone app, and my custom message is gone. And when I try to put the Verizon app back, it doesn't find it at all on the phone; but from a computer, it simply says I don't have a device that will run it\

Jake: Yes, I'm in your town, but no, I got my phone up at Polaris.

Anthony: I have Android 6.0, HTC Sense 7.0, Software number 3.37.605.7, PRI Version 1.26_002, PRL version 15457, ERI version 5

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Jakeman1
Master - Level 1

This has nothing to do with the battery running down.  Verizon pushed an update out to a bunch of phones (Samsung, HTC, LG) This update removed Google Voice from your phone and installs the Visual Voice Mail on your phone.  You can download Google Voice from the Google store and set it up as a default, then just move your voice mail icon off your main screen and use the Google Voice Icon.

Supposedly in 30 days of using Visual Voice Mail it will ask if you want to go to premium, or purchase Visual Voice Mail.  I have no idea what it does if you decline.

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roofdog
Enthusiast - Level 1

I have the HTC ONE 8 and this happened to me yesterday.  Battery ran down, then, when power restored, phone was reset with voice mail app missing as well as call history, most contact phone numbers and favorites.  Text messages had phone numbers but no names.  Very frustrating and it appears that I'm not alone.

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cbearnm
Newbie

I have the same issue. 

When I went to check an email and got a user agreement pop up. I went to the standard visual voice mail and it was gone. Checked my account and the only options are basic voice mail or some premium version at $2.99 / month. 

Was the regular visual voice mail eliminated. Can't find it to reinstall.

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vzw_customer_support
Customer Service Rep

Hello, cbearnm. Making sure your Visual Voicemail app is still there is vital, and we are here to help. We just have a few questions for you. Have you recently updated your phone?Also, what is the make and model of your device?CourtneyM_VZW

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vzw_customer_support
Customer Service Rep

This is very strange, roofdog. Issues with voicemail app and call history missing are not commonly associated with a battery being drained out. Let’s get a bit more information and explore ways to resolve.


Did you recently installed/updated any particular application/software on your phone? What is your phone’s current software number? See this link to find the software number: http://www.verizonwireless.com/support/knowledge-base-95738/


AntonioC_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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DigitalRules
Specialist - Level 1

What happens when you dial*86?

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JamieInReynoldsburg

*86 takes me to voice mail, though my recorded message is gone, and any old messages are gone, seemingly. I'd rather have the app back. I liked having the bubble number telling me that I have x number of messages. I still have some red Verizon apps, but not the little tape icon. What's VZW?

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SuzyQ
Community Leader
Community Leader

VZW is Verizon Wireless.

If you go into all apps, it isn't listed on your phone at all?  If it is there, see if it may just be disabled - then enable it.

You can also go to your account on line at vierizonwireless.com, and under apps and features for your line, check to see that Basic Visual Voicemail is enabled.

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sprmankalel
Champion - Level 3

Visual Voicemail doesn't have to be added as a feature to have the app. It is strange how the outgoing message and any save messages are missing though.

JamieInReynoldsburg,  seems like your device already did some sort of factory reset. A good rule of thumb for you. If you take it to a store and they can't get it to work the first step is a factory reset. If they send you a warranty replacement (depending upon eligibility) it is a clean phone that is factory reset. You may as well try it with your current device.

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sprmankalel
Champion - Level 3

Sounds like you had a software fail on your device. The Visual Voice Mail app is pre-loaded by VZW. Did you try a factory reset? This will erase everything off the phone and hopefully re-install the software.

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JamieInReynoldsburg

Yeah, I was hoping not to have to do a complete reset.

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