I have visual voicemail and anytime I hit play and then put the phone to my ear to listen to the message the message pauses. The only way for me to listen to the voicemail is to put it on speaker phone. Anybody know a fix to this?
@umfanec
That’s strange. Let’s see what we can do to improve your experience with your Samsung device.
Which model Samsung are you using, the Galaxy S6, Galaxy S6 Edge or the Galaxy S6 Edge+? When you place your device to your ear, does the screen go black or is it still lit? Please let me know so that I can further assist.
AnthonyTa_VZWFollow us on Twitter @VZWSupport
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I have the Samsung Galaxy S7.
Having the message pause each time you try to listen can certainly make this difficult darkley15. Let's make sure we get this working normally for you. Does this happen when you are on regular phone calls as well? Does this same sort of thing happen with any other apps when you hold it to your face?
NicoleB_VZWFollow us on Twitter @VZWSupportIf 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!!
No, it only happens when trying to listen to a voicemail. It's no lock screen enabled. The only time that ever happens is when listening to a voicemail, and you put the phone up to your ear and the screen goes black and the voicemail pauses. I can't find a solution to this anywhere!
I am also having this problem worth the voicemail pausing on my s6. Did you find a solution?
Same issue. I have a Samsung Galaxy s7.
Hmm, that's a weird one. The only thing that comes to mind for me is to try turning off Settings > Display > Smart Stay. Smart Stay is supposed to keep the screen on when you're looking at it, so it could possibly be interfering in some way?
Smart stay is off. It's almost like the app is programmed similar to the phone app in which the screen turns off when the proximity sensor is triggered. If I hold the phone in my hand and press play, then place my hand over the proximity sensor, the screen goes black, flashes back on and pauses playback, then flashes off again and locks.
I almost want to say just try doing a complete settings reset (which wouldn't delete any of your data, just change a lot of settings back to defaults), but I'm also really curious what specific setting is causing this!
The only other things I can think of are maybe disabling Direct Call under Advanced Features, or the possibility that the trouble is caused by an app that may be involved with the proximity sensor, making calls, or battery saving.
Doing the reset did not fix the problem.
notbitter-
I get voicemails daily, so I'm sure this is absolutely frustrating. I just want to gather a few pieces of information. How long has this been happening? Have you made any recent changes to your device (new software, new applications, etc)? Does this happen with every single voicemail you listen to?
AmberK_VZW
Follow us on Twitter @VZWSupport
BobC1373, let's get your voicemails playing without this delay. Thanks for clarifying that this only happens when you use the app to play them. When did this start for you? Did you update your software or apps recently?
JoelR_VZW
Thanks for responding. Doing a factory reset has resolved my issue.
Same issue. Galaxy S7 Edge
I have the exact same problem. I recently updated my Note 5 to Nougat and that is when it started. It appears that this is a bug. All I have to do is wave my hand over the phone when the message is playing through the built in earpiece and the screen goes black for a second and the playing stops.
Verizon Wireless Support, you have commented on this thread 6 times and done nothing but ask questions. Do you have any type of solution?
This is what worked on my samsung galaxy s6:
settings- applications- application manager- voice mail- Force Stop
I hope it helps
OK so did a factory reset.
Fixed the problem. Then I started putting my settings back the way I like them.
VM is broken again.
Force stopping voicemail did not work for me.
The problem went away when I rebooted after force stopping voicemail.
48crash, I understand how this can be a concern. I want to make sure that we get your Visual Voicemail running the way it use to before the update. Can you please try to place your Note 5 into Safe Mode and re-try the voicemail: https://www.verizonwireless.com/support/knowledge-base-175656/ Please keep us posted.
KevinR_VZW
Galaxy S7. Same problem.
As soon as the phone is close to my ear, voicemail app pauses. Playback through speaker or Bluetooth works fine. Come on Verizon. Give us a solution. This sounds like a software bug for sure.
Force stopping voicemail and rebooting do not help
RickBeatty, we can definitely understand your concern with the voicemail situation. We certainly wouldn't want you to miss out on any important message. Let's keep working on this together. Since the force stop and the reboot were unsuccessful, can you please try restarting your phone in Safe Mode: Restart in Safe Mode - Samsung Galaxy S7 / S7 edge | Verizon Wireless and then testing the visual voicemail service this way? Please keep us posted with the results while you're in Safe Mode.
SamanthaT_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!
Voicemail works correctly in safe mode
Ok in safe mode
Reoccurring immediately when back to normal mode
RickBeatty, that is great to hear! If the voicemail is working correctly in Safe Mode, this would point to a third-party application causing the device to behave in this odd manner when not in Safe Mode. Do you recall having any third-party apps recently installed or updated around the time that you noticed the voicemail issue? If so, we would recommend removing those apps from the device and testing the voicemail service once again to confirm this is resolved.
I'm having the same problem with my Galaxy S7. It started after the Nougat update. The last recommendation from Verizon to remove all our third party apps, because the problem went away in safe mode, is ridiculous. Visual Voicemail doesn't get along with Nougat, so it's got to be a software problem with the voicemail app. We need a fix, not a bunch of stupid hoops to jump through. Verizon needs to do some QA to replicate the issue, find the solution, and then push out an updated voicemail app.
Taken from another thread that fixed the issue for me:
I found something that fixed the issue for me. if you wipe the cache partition: https://cellphoneforums.net/samsung-galaxy/t432113-samsung-galaxy-s8-clear-app-cache-data%3B-wipe-cache-partition%3B-reb… (on an s8, you have to use the bixby button instead of the home button) then it should fix the issue. hope this helps anyone that still has this issue.
This worked for me.
Verizon is negligent in not suggesting such a simple measure before sending people off on what would be a futile exercise with third party apps. Their knee jerk response to blame someone else is inexcusable.
I don't know why I should HAVE to clear the cache partition... somehow it got corrupted. But clearing it is very easy and should have been suggested since it is known to fix the issue.
This just illustrates what's wrong with IT support at Verizon. They're probably following a script that's general and out of date rather than improving their own support by mining their own community for solutions.
I expect too much???
Update: clearing the cache partition fixed the problem but only briefly.
Back to the original problem state quickly.
Visual Voicemail works correctly in Safe Mode. My issue began with the Nougat update. Clearing the cache did nothing.
Same here, I am now having the issue again. Since Verizon seems to think it is a 3rd party app, I would be interested to see what apps we both have. May help narrow the list.
These are screenshots of what I have installed. Let me know what you have of the same.
http://s1269.photobucket.com/user/almaxkiller/library/Installed%20Apps
You have a lot of apps. We both have the following:
Adobe Acrobat
Amazon Shopping
Capital One
Capital One Wallet
Cartwheel
Device Manager
DropBox
eBay
Facebook
Galaxy Apps
Google News & Weather
LastPass
McDonald's
Netflix
Nova Launcher
Payflex
PayPal
Samsung Pay
Target
Who else has any of these?
Three way overlap...
From the list you two have in common I also have:
Device manager
EBay
Amazon shopping
Galaxy apps
Samsung pay
So what do you say Verizon? Which of these do you blame?
Same problem with the Galaxy S8. I tried a suggestion on another post that said to wipe the partition cache. That worked briefly, but when I received another voicemail, the problem was back. A quick search of the internet shows that this seems to be widespread.
RickBeatty, we appreciate you guys working together to identify the apps you have in common and narrow down the root cause of the voicemail issue. If you happen to try uninstalling these apps (or disabling them if they're built in) and notice that the issue isn't happening anymore, please keep us posted. We will be glad to lift this directly up to Samsung to keep them informed and work on correcting the problem with the application developer. We would also recommend contacting the developer directly as well so they're properly informed about this customer experience too.
I believe I've solved this. I've been experiencing the exact problem being described for some time now (on my Samsung Galaxy S6) and decided this afternoon to figure it out once and for all. I've found that using ANY lock screen security causes the Voice Mail app to pause playback when bringing the phone to my face or swiping my hand across the screen. Disabling lock screen security is the only solution I've found to prevent the pause from happening. This of course means that Android Pay will not work and results in removal of any payment method stored on the account. I imagine the same holds true for Samsung Pay, but I uninstalled that as one of my first trouble-shooting steps. BOOM!
While I will test this as well, I would not call it a solution as leaving it disabled is not an option for me. If that does resolve the issue, though, it would confirm the issue is with the app as I expect. I also find it important to note that this behavior does not exist in other apps that preform similar functions - like Google Voice where I can listen to voicemails from that line with no pausing when the screen blacks out from the proximity sensor.
I'm also a pro tester for a software/firmware company. Which version has the problem? I have an S6E+ which has the issue and its running version 5.0.42.
I agree that it's probably some dumb line in the code that duplicates the behavior with the phone app in turning the screen off temporarily to prevent accidentally pushing buttons with your face, but like most audio playback apps it is also designed to pause playback when the screen is off. The true developer would just look up this line, say "I'm an [removed]", edit the line, push the update, and we can live happily. However, if you do some googling, it appears this issue dates back quite a few years with the same bot answer from Verizon customer service, "wipe cache, reboot".
I've started looking into other app options but was never too fond of telling all my contacts to start calling my Google voice number instead. Don't feel like they should suffer cause I can't get my builtin Verizon apps to work. I kind of want to just write off this app as useless, but this conversation and the tester in me has my interest piqued.
Inappropriate content removed as required by the Verizon Wireless Terms of Service
Message edited by Verizon Moderator
This thread was about solving the problem of voice mail messages pausing when moving the phone to one's ear. Turning off screen lock security solves this problem. If everyone still wants to have their cake and eat it too, Verizon will need to engage the appropriate software engineering department with a trouble ticket to fix the code that causes the glitch when using their Voice Mail app on a Samsung/Android phone with screen lock security activated. By the way, Samsung Pay does work without having to use screen lock security (as opposed to Android Pay). Ridiculous that you can't use screen lock security if you want voice mail to work correctly? Maybe, but until Verizon fixes their app, you're going to have to live with one or the other.
I agree with you that there may be a choice, phone security or a voicemail app. However ultimately the right answer would be Verizon fix your app so you don't have to disable security to make it function.
As a side note, that fix didn't work for my phone. The audio still pauses and the phone shuts off the screen. The only difference being when I press the button to wake it back up it loads straight into the app instead of security.
Oh yeah, Verizon totally needs to fix this so both security and VM works properly. Strange that disabling lock screen security didn't solve it for you. One thing I did (not sure if you did, or if it makes a difference in every case) was restart my phone each time I changed my lock screen security option to make sure the change applied. I believe my phone prompted me to do so each time I changed it. Give that a shot (if you haven't already) and see if that makes a difference.
Nice find!! When I switch to no security and reboot, it fixes it for me also. If I go and change back to security without rebooting it immediately stops working again. This is great info... Now where's the developers?
Now for the bad news. I tried DKP89MN's suggestion - disable lock screen, reboot, and open voicemail. Everything worked initially as it did with wiping the cache for me, but then the same thing happened - the issue came back. I opened and closed the app 3 times and on the 4th time it paused on blackout.
My version of Visual Voicemail is 5.0.42. I use my phone for work and security is imposed so removing it is not an option. Verizon, why not just admit the problem is on your side rather than making your paying customers jump through hoops to find a fix? Isn't that YOUR job?
I truly appreciate all the valuable details you have provided and time you've taken to test solutions, jed9340. I'd like to ask for you to make sure that all the apps on your phone, not just the Visual Voicemail app, have been updated through the Play Store in My Apps. The efforts you have already put into this have not gone unnoticed, and I have forwarded all the details everyone provided in this forum to our developers to work on a more permanent resolution than the restart you mentioned. Thank you for your patience.
JenniferH_VZW
MY VM worked until the last Verizon update.
No other changes or additions were made to my phone.....
NOW Voicemail pauses when I put phone up to my ear.
When I try to listen to a voicemail, I press play, put my phone up to my ear, the screen turns black like it should, message playing then after a couple of seconds the screen returns and the voicemail is paused. When I press play again the same thing happens.
I have a Note 5.
Latest Update has a problem.
It needs a programmer to fix it.
Not uninstalling apps.
Not clearing Cache
Not running in safe mode
Not rebooting phone
Not changing settings
This problem needs to be escalated ASAP !
48crash, thanks for your patience. I know you have been working at a solution for quite some time. Let's work on resolving why your visual voicemail feature still doesn't work properly. I see that the app worked properly when you put the device in safe mode. That means that the problem is more than likely a 3rd party application. I know it can be annoying, but the best thing to do is delete the applications one at a time testing visual voicemail while out of safe mode until you figure out which application is causing the issue. To turn off safe mode simply restart your phone. Please keep us updated.
MarcusS_VZW
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!
Samsung Pay.
I went old school. I added each app back one at a time. Samsung Pay was the app that broke it. Disabled the use of "favorite cards" and VM works again. Enabled the favorite cards, VM broken again.
Enabled favorite card use ONLY on lock screen and VM works again.
Nice work! Confirmed with my S8+. Had only one card registered and it was the favorite. Removed it from favorites and I could listen to visual voice mail again. So I made it a favorite again and went into the "Use Favorite Cards" and turned off "Lock Screen". I can still listen to visual voice mail. So the downside is I can't swipe up when on the lock screen to use Samsung Pay, I have to press the power button first. No big deal to me.
You are a genius and deserve an award from Verizon!! It worked! However, Verizon still needs to step up and fix the problem because I still want to use my favorite cards and my Samsung Pay.
@laughbooth, you still can, see my reply...
Nice work.
Tried this on SGS7.
Disabling favorite cards resulted in vm working. However vm continues working after re enabling favorite cards.
Discovered that vm stopped working again after reboot. To have vm work after reboot I need to leave favorite cards disabled.
I'm still experiencing intermittent success with VM after disabling favorites in Samsung Pay. It's almost like changing a setting results in temporary VM functionality. After a few tests, it's back to pausing messages again. That said, I can't understand why Verizon refuses to engage their engineers with this. This thread is 9 months old! Also, there are multiple Google results for threads on this issue on other sites. You can't tell me that not one engineer working for Verizon has a Samsung phone mentioned in this thread who can't try to replicate the problem for themselves. This is simply unacceptable. Maybe it's time to look into Sprint or AT&T.
I have submitted a report to the Samsung Pay team. Maybe they can fix the issue from their end, that being said I also think Verizon needs to talk to their Voicemail app developers about handling the bug/error from their end because this seems to only be an issue on Samsung devices that are from Verizon (from all of the forum posts I can find on non-verizon forums) which again shows the issue is with the Verizon Voicemail app.
Oh and before I forget...at least I can contact the Samsung Pay team directly unlike this supportless Verizon Voicemail App. Shame on you Verizon for not having a direct method of contact for this app. Put it in the Play store so users can get timly updates when bugs like this are found and resolved (currently we have to wait for a Device Update to receive updates for the Voicemail app) and include a email option on the app listing that actually submits bug reports unlike the help we get here.
You are right.
Confirmed on my SGS7.
Turning off favorite card features in Samsung pay results in a brief fix but voice mail problem quickly returns on its own.
I think the issue must be in the Verizon voicemail app. Turning off favorite card features does the same thing as clearing the cache partition. It resolves the issue but only temporarily. The bug in Verizon voice mail quickly reasserts itself.
Ugh confirmed here as well, though the app working lasts longer than all of the other temporary fixes we have found so far. Also, this is what a properly developed apps "Help" section looks like: http://s1269.photobucket.com/user/almaxkiller/media/Mobile%20Uploads/Screenshot_20170504-194809_zps36sznnu9.png.html
Uninstalling Samsung Pay seems to fix the issue for me permanently (so far since my last post at least). This, however, is not acceptable. I doubt with all the users that have Samsung Pay that this is a issue with their app, especially since it is localized to Verizon customers only. So for the 100th time this has to be a bug with the Verizon Voicemail app, so VZWSupport please submit a bug report to your devs.
Okay, I've been doing some experimentation on my Galaxy S8 and found something very interesting:
If I set voicemail to auto-play, then open a voicemail and hold the phone up to my ear, the display turns off (as expected) and I can continue to listen to the voicemail. If I pull the phone away, the screen comes back on. If I then hold the phone back to my ear, the display BRIEFLY turns off, then comes back on DIM. At that point, the voicemail pauses.
I've tried changing many display settings to see if anything affects it, but I haven't had any luck.
I messed with Samsung Pay as well and found something very strange... If I turn on Favorite Cards for "Screen Off" and leave Lock screen and Home screen off, then play a voicemail, the caller's voice turns into some kind of acid-tripping echo. Really weird! I then turned off the Screen Off selection during playback and the phone speaker made a static-y "pop" and playback stopped. Very bizarre.
I did some more experimentation and found something interesting: when Samsung Pay has ANY of the Favorites screens enabled, it definitely messes with voicemail. I am using YouMail, which experiences the same issues as Verizon Voicemail, and I found that enabling any of the Favorite screen options would result in voicemails that won't stop playing, voicemails that pause when the phone is held up to my ear, and so on.
Fortunately, I found an option in YouMail that allows me to disable turning off the screen during playback, so I can listen to my voicemails, albeit with the display turned on. There is no such option in Verizon Voicemail, so I guess I'll have to continue to use YouMail *AND* leave Samsung Pay Favorites turned off.
If Verizon can figure out why Samsung Pay is messing with the display and causing voicemail playback to stop, they'll probably be able to fix it.
I have this same problem. It started on my S6 edge and still happens on my new S8+. This is frustrating
I have the S8 with Samsung Pay and had the same issue (voicemail pauses when phone is placed to ear). I read this thread and turned off all "Use Favorite Cards" options in Samsung Pay. The voicemail started working fine. Then I went back and turned the options back on one at a time. The voicemail continued to work. Don't know if the voicemail will continue working, or if flipping the options corrected the problem... but obviously they are related. Verizon, try obtaining a new S8 with Samsung Pay enabled to reproduce the issue.
Yeah, a lot of us have done that. If you don't have to don't restart the phone as it will likely go back to the problem. :-(
DANSLO26, we don't want this to be an ongoing problem. We're stepping in to ease your frustration. Did you recently update the software on your current device?
LasinaH_VZW
That last reply from Verizon (did you update your software) is not only useless, but extremely irratitating. Did you even read the thread at all?? We have identified the problem for you.... Samsung Pay and the Verizon Voice Messaging. Now go get an S8, and test. When it STOPS happening (when you fix the problem), then send out an update, or post instructions. Enough of asking us to fix it for you.
Not sure if anyone already posted this, but uninstall Samsung Pay. Problem solved until they fix the bug that doesn't let the two apps play nice.
This is not a solution.
Sorry Verizon but this is an ongoing and widespread problem.
What has Verizon done so far, on your end, to fix it? What's the plan? When can your paying customers expect their high priced devices to work properly?
thank you for the Youmail tip!
I had completely uninstalled Samsung pay on my S7 Edge, and using Verizon's voicemail, the screen still kept going black and the voicemail would quit playing when I held it to my ear as everyone here is experiencing LOL.
So for me at least, even completely removing Samsung pay did nothing to affect this issue.
However, I installed YouMail, and I have even allowed the screen to go dark when I hold it up to my ear, and I was so surprised for the first time since I've had the phone to be able to keep listening to the ongoing voicemail playback - it worked!!!
I'm so surprised that Verizon can't even get their own voicemail app to work right but somebody else can create one that can LOL. Not to mention the fact that for me at least you have to turn off Wi-Fi and turn on data just to even download the voicemail onto Verizon's voicemail app.
SOLUTION (for me)
The fix for me is to quit using Verizon voicemail app and switch to YouMail and now I can actually hear my voicemail privately without having to blast it out over a speaker for everyone to hear LOL.
Ok, I may have stumbled on to a solution that doesn't require you to remove your security access to the phone and allows you to keep Samsung Pay. This worked for me when everything else in this thread failed.
1. Open your Samsung Pay application.
2. Click on the three vertical dots in the upper right hand corner of the application window.
3. Click on "Settings" in the small popup window.
4. Click on "Use Favorite Cards" in the settings.
5. Turn OFF the "Lock Screen" and "Screen Off" settings. The slide bar should be grayed out.
6. Exit out of the app and try your voicemail program.
I have it set that way and it still stops. I either have to stop using
Samsung pay or listen to my voicemail on speaker phone at the moment.
Plus if you disable the lock screen, then the always on display will not allow you to select to show missed voicemails and text messages.
Okay, so a co-worker who has Sprint also got a brand new S8. With Samsung Pay and Sprint Voicemail. Guess what? His voicemail works perfectly normal! ????? He even has all the Samsung Pay "Favorites" screen options turned on. What the heck has Verizon done to our S8 phones that Sprint hasn't done?
I hope someone higher up at Verizon reads this and makes an effort to find and fix the issue. I'm doing fine with YouMail, but I kinda expected to be able to use Samsung Pay and Verizon Voicemail on the same phone without disabling important options ("Favorites") and going to a 3rd party voicemail app.
At a time when Verizon is struggling for customers against T-Mobile and Sprint (not counting AT&T here), I would hope that they would exert some effort to keep their current customers happy. Maybe that's part of why T-Mobile is leaping ahead and steadily gaining customers. I would hazard to guess that T-Mobile has working voicemail as well.
It's possibly fixed. Just took an update from Samsung Pay. After updating I went to the Samsung Pay app and added my credit card back to favorites, checked all boxes to show favorites on lock screen, home screen and screen off. So far voicemail is playing fine with no pausing. I even restarted my phone and still both apps are getting along. Anyone else having success? I'm using a GS8
I don't actually think the problem has anything to do with Samsung Pay. I completely deleted the app (twice) and the problem still recurred. I believe the problem is with how Visual Voice Mail interacts with Samsung/Android software. Verizon and Samsung need to fix this. Nothing any of us do is going to successfully trouble-shoot this issue. I've wasted enough of my time trying to figure it out. Verizon evidently has at least one engineer (who "appears" in a recent commercial) who should be engage to fix this. They have way more resources to deal with this than any customer does.
False alarm. Gave it enough time and it's back to not working. I guess the Samsung Pay update just allowed the app to be refreshed causing the temporary functionality of both apps. So sad that Verizon seems to have taken a "oh well" attitude. The canned responses only patronize their for-the-time-being loyal customers. What further enrages me is that the Visual Voicemail is something I pay extra for. You would think that its functionality and compatibility would take precedence over other issues.
Dave1997 I regret to learn you are having this issue again. I do want to look a little closer at this. We have identified the app "Next" as sometimes causing this issue with voice mail. If you have this app please delete and restart the device. If you exit the voice mail app and relaunch it do you still having this trouble?
I don't have "Next" yet still have the problem. It's the Voice Mail app that's the problem. Fix it.
Verizon's response to the multitude of paying customers having this problem is ludicrous. You should be ashamed at the inadequacy displayed here.
DANSLO26, we always want your voicemail working perfectly. You are completely correct in that this has been a known issue resolved by deleting Samsung pay. Did you need assistance with that delete process? We wish there was another resolution to this issue but there isn’t currently one at least until Samsung releases more software updates. Is there anything else we can assist you with today?
SeanC_VZW
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!!
So please tell us. Do any non Verizon users have this issue? I'm thinking it it very specific to Verizon and their special modified version of Android. Please tell us.
I use Samsung pay more than I do voice mail. I shouldn't have to delete
any app. Fix your voice mail.
On May 12, 2017 6:59 AM, "vzw_customer_support" <forums@verizonwireless.com>
I have a solution. How about you give everyone in this thread or that calls in free access to Premium Visual Voicemail until you can patch your app.
I will say again, I work as a software QA analyst for a large company. I have knowledge on how to test, track, and locate bugs. I am not someone who is just complaining because I do not want to try things. If you look at the history of this thread you will see that I actually handled the issue in a very systematic process to narrow down the issue and I have identified where the bug is. No, I have not done a factory reset but that is about the only thing I jave not done because a factory reset is not an acceptable troubleshooting step. It is a lazy tatic that bad tech support uses to avoid finding and fixing issues to keep call/resolutuon times low.
Just to make things clear, uninstalling Samsung Pay is a work around, not a solution. To make another thing clear that verizon reps are clearly not understanding.
1. Sprint customers with the sprint voicemail app on a Samsung device that is also running Samsung Pay do not have this issue.
2. AT&T customers with the AT&T voicemail app on a Samsung device that is also running Samsung Pay do not have this issue.
3. US Cellular customers with the US Cellular voicemail app on a Samsung device that is also running Samsung Pay do not have this issue.
4. T Mobile customers with the TMobile voicemail app on a Samsung device that is also running Samsung Pay do not have this issue.
5. Verizon customers with a unlocked Samsung device that is running other voicemail apps that is also running Samsung Pay do not have this issue.
6. Verizon customers with the Verizon voicemail app on a Samsung device that is also running Samsung Pay DO have this issue.
Samsung Pay is not the issue. Samsung Pay does not have carrier specific code that would cause this issue with only Verizon. If you disagree, then prove it. The only variable is the Verizon voicemail app. The Verizon Voicemail app has a conflict with the settings that exist on Samsung Pay (and I believe a few other apps that have similar settings). To ACTUALLY resolve this conflict, Verizon needs to patch their Voicemail app to handle that group of setting(s) better when the screen goes dark while playing a voicemail. So get it fixed or get someone in this thread who has the authority to actually esclate this issue to the proper team. This is not a teir 1 or tier 2 support issue. This is an issue that needs to be escalated to the development team, and clearly you are not the individuals to do so. So tell your managers to esclate this issue or provide us with compensation.
DKP89MN, we understand how important it is to have the visual voicemail application working at all times. I appreciate the steps you have taken thus far. We would like to submit additional information to our developers. When did this begin for you? Prior to you disabling the lock screen was this occurring when you listened to your voicemail via the network or on WIFI?
TionnaB_VZW
It doesn't appear anything is getting done about this. I think they have random employees come in to say something once in a while which is no help at all as those in this thread have already identified what causes the issue.
I put in a call to Samsung Pay and tried to stay patient as the first level support walked me through all the things we've all done over and over. Finally they admitted it had to go to some higher level though I'm not sure what that is and it was 4 days ago and I haven't heard boo. So I'm not confident it will be resolved from that side either.
I'm a developer myself and if me or the company I work responded the way these two companies are, we might be out of business soon.
Sigh... :smileysad:
Everyone has the same problem.
Please, tech support, pretend to read the thread in chronological order. Then step back for a second. Imagine several users with one problem; not several individuals with a plethora of chaotic conditions.
Step back again. Re-read if needed. Step back.
Then offer a clear and concise response. Use a wide-sprectrum view instead of auditing the minutiae, such as whether this problem occurs underwater, when the phone is off, if you own a pair of Chucks or are a Virgo.
Not sure when it started. Several months ago, at least. At first I was just mildly annoyed by it and thought I was doing something wrong, but the problem persisted until a couple weeks ago when I finally had enough and tried to find a solution online, which is when I discovered this thread. The problem occurs whether I'm listening to voice mail on the network or over wi-fi. It doesn't matter.
I think you're wasting your time looking at Samsung Pay as a potential cause for this issue. I completely uninstalled it and still had the problem.
I guess everybody's given up on getting the voicemail issue fixed. Unfortunate that 15 pages of messages have yielded no results.
As long as your expectations of Verizon are very low, you won't be disappointed by their total incompetence.
well the Samsung Pay edit worked for me and a few others, but still annoying in that we shouldn't have to adjust our Pay app to get the voicemail app working.
This is disappointing to hear, RickBeatty. We always want you to be happy with your services and want to make sure you're getting the best customer service. Please tell us more about what has you saying this today?
DanielleR_VZW
Go look up ELIZA on Wikipedia. Verizon is like that.
Verizon responses to this problem are scripted and worse than useless in that they send customers down rat holes like factory reset, which has been shown not to fix this issue. Worse, it causes customers significant lost time and frustration.
No real help is offered. Verizon doesn't care. People expect Verizon to care. However, Verizon doesn't have any reputation for caring about things like this.
The result is inevitable. Verizon reputation will erode, other providers will improve, and Verizon will find themselves without any real competitive advantage. A reputation is hard to build but easy to destroy. Verizon is taking the easy path but it isn't sustainable.
I pity the poor employees of this poorly managed company who will ultimately suffer.
My husband and I switched about 2 years ago. We both have the exact same problem. I use Samsung pay more than voicemail. Hubby doesn't use it at all.
The utter lack of real support here is straight up sickening. Don't you realize Verizon that your canned answers over and over while not even taking into account the hundreds of responses that factory reset didn't work only serves to completely dissatisfy your user base? We got Verizon because we currently live in the boonies and this is the only service available. In a month we move to tx. I'm sure there'll be tons of other options.
Get this, my first immediate frustration with Verizon was the very first call to my cell ... AS the guy was activating it ... Call source? SPAM. ROBOT CALLS (which are expressly illegal) I NEVER got calls like this on At&T. Not only that, but somehow your call switches allow for spoofing of both caller id name AND number. How of that even possible?
Accountability folks. No other carriers have this problem (voicemail), ONLY Verizon. Fix your app. Get with Samsung and fix your OS customizations.
This is not NOT worth the frustration!!!
traceywashere,
We certainly understand your point of view here. I assure you that it is never our intention to cause you or any of our customers frustration. Our technicians work diligently to rectify all of our customer concerns as soon as possible, some may take longer than others to fix. We would hate to see you leave the family here. Please let us know if there is anything that we can do for you in the meantime.
NicoleT_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!
"We always want you to be happy with your services and want to make sure you're getting the best customer service. Please tell us more about what has you saying this today?"
That response made me throw up a little bit in my mouth...
Sorry.
My solution to this problem until Verizon can get their app fixed was to just download YouMail and set it up. It actually seems like a better voicemail app than Verizon's. I just use the free version. That being said, you may have to change a setting if you run into the same issue, but at least they have the setting unlike Verizon Voicemail. If you try this and get the same issue go to Settings > Messages > Uncheck 'Turn off screen' and you will be good to go. I have gotten a few voicemails with this setting disabled and have not had a single issue.
I do want to say before a Verizon rep comes in and says 'see, it happens on other voicemail apps so it is not our fault' - NO, bad rep. What the issue is, is that both Verizon Voicemail and YouMail do not have code to handle the setting conflict with Samsung Pay (and other apps with a similar setting). Since those two apps do not have the code to handle it, they just pause and bring the screen back active (essentially error out). Google Voice on the other hand DOES have it in their code - you can play a voicemail, put your phone up to your ear, the screen goes dark, and the Voicemail keeps playing without issue. It is not really a surprise to me as Google does have some of the best devs out there and they are proficient in what setting conflicts would come up on their own platform.
