Voicemail issue

I think I already posted this but I can't find it.
I am getting a message that my Android (Pixel) phone cannot communicate with voicemail. It tells me very unhelpfully to call a number and provide an error code - unfortunately , the robot that answers starts explaining basic use of voicemail and never allows for a path where it doesn't work. Nor is there a moment to provide a code. (Which is pretty maddening all in itself).

It doesn't help that there seems to be NO way to reach a human agent, despite a chipper message telling me my call might be monitored.

I CAN call the *86 number and get my messages. If I know I have them (which is relatively rare). But I'm not getting alerts. And the inability to reach any actual Support is infuriating.

jimcheval (for use in search)

Accepted answers

jimcheval

The person I reached through private messaging immediately solved my problem by fixing a provisioning error. Now I get a vibrating notification and no more error message.

For anyone else experiencing long-term problems, note that it took me over a week to be forwarded to someone who solved my problem in a few minutes. I wasted a LOT of time in the interim. If your problem lasts more than a few days, push to escalate it.

Thanks, SynthpopAddict, for your insight. My reel-to-reel symbol appears at bottom right and ONLY if I've activated Visual Voicemail. It displays the number of messages in voicemail but ONLY if you access the phone app (which I rarely do).

All comments

Verizon_Support

We are sorry to read that you've been having issues with your voicemail, we'll be glad to help out. What happens when you open the voicemail app? Are you not getting notifications for new voicemails?

~Freddy

jimcheval

So, today I'm getting this message again:

"Can't Connect to your Voice Mailbox

Sorry, we're having trouble connecting to your voice mailbox. If you're in an area with poor signal strength [I'm not], wait until you have a strong signal and try again. If there is still a problem, please contact Customer Service at (800) 922-0202 and tell them the error code is 9004."

But if I call Customer Service and tell the robot (the only responder) I'm having trouble with voicemail, I get a methodical explanation of how to access voicemail. Normally, when things work ("happy path"); NOT when I'm having the problem cited. And there is never any option to give anyone the code.

Why am I getting a useless message? And how do I stop this recurring?

(The phone DOES display the number for the missed call, but does not inform me I have a message.)

Verizon_Support

That is indeed a strange error message, jimcheval. We definitely want to make sure you're able to access your voicemail messages on the rare occasion you get them. Let's keep digging into this. What model Pixel phone are you using? What happens when you check for a software update for the device? Is this a Verizon branded device, or an unlocked Pixel device?

-Joseph

jimcheval

Pixel 7 Pro, unlocked. System up to date.

I don't see how this would affect my getting an error message that sends me to a number that won't accept the error code shown. But I'll play along...

Verizon_Support

Thanks for confirming those details. If you dial *86 to access your voicemail the classic way, is that where you're getting that error message? Also are you using Visual Voicemail at all, via the app for it on your device?

-John

jimcheval

Yes, I am using Visual Voicemail, which displays a small barbell or reel-to-reel symbol at bottom right for voicemail. But it doesn't do anything. If I dial *86, I can get in; it's in exiting that I get the message I transcribed. There might be other cases too; it comes and goes.

Verizon_Support

jimcheval, thanks for letting me know. I consulted a list of error codes when it comes to voicemail. The one you shared indicated the voicemail isn't connecting...shocking I know...with the voicemail server. So, to fix that, it's advise that you clear the voicemail app's data, then power cycle ie turn off then on your phone. This will then ensure we've got the latest connection. If you need steps on how to do that, we've got them outlined here: https://www.verizon.com/support/knowledge-base-303219/

You'll do it for the voicemail app specifically. Please give that a try, and then see if you have any issues trying to use your voicemail.

-John

jimcheval

The Pixel 7 Pro does not have a separate Voicemail app. So I had to clear the cache and storage for the whole phone. Which reset Visual Voicemail, which is now resetting. Since the problem seems related to that, I won't know if it worked for a while.

Verizon_Support

Thank you for taking those steps, jimcheval. If you continue to run into an issue with your voicemail, please let us know as we are here to help make sure this is working for you.

-Lauren

jimcheval

Nope. Didn't work.
The problem is it takes some time to check, since clearing cache and storage disables Visual Voicemail. Once that's enabled, it takes time to fully activate. Once it did, I called Voicemail and when I came out the message was back.

Surely Verizon has access to the team that actually WROTE and programmed that message, so we don't have to keep guessing?

BEV2GARY

I get a message that my pin is incorrect.

Verizon_Support

Hi Bev2Gary, we want to make sure you're able to access your voicemail Please follow the steps here: https://www.verizon.com/support/knowledge-base-17076/

-Melissa

Verizon_Support

We're sorry to read that you had this issue with your voicemails, as we understand the importance of keeping those memories. Unfortunately, we do not have an option to restore voicemails once they have been deleted from your device. We apologize for the inconvenience.

~Freddy