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?
This is such an idiotic problem to have. Reading through this thread and reading the responses from Verizon Support make me embarrassed to admit I work in the technology field.
I am not only a new Verizon customer (came over from Sprint). I am also a new S8+ owner. Sprint is guilty of this kind of idiocy too. I think all carriers are. It takes a certain number of whomps to the head before they realize that an application patch is what is needed and that all the system resets and reboots in the world will not fix this.
Hopefully Verizon can come up with a patch sooner rather than later on, what seems to be, an easy fix. To some customers their phone is their life AND their job. And some people work for companies that require a high level of security so while I am happy you can turn off your security settings and it works for you it does not mean it is a viable or even acceptable fix for everyone.
I like Chanfam 's suggestion of using a different VM app. I had kind of thought we were tied to the VM app by carrier but I guess that is not so. I will be looking for a different VM app until this is resolved.
tialoc,
We know being able to count on every facet of your phone is a big deal. I want to make sure you can do so. So we can fully assist you I have sent you a PM. Please respond when you're able to.
AndrewT_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!!
For those still having the issue, it still has not been resolved by Verizon + Samsung development teams.
The issue is either with Verizon's custom android firmware, Visual Voicemail Code, Samsung Pay, or all of the above. The fact that people using other voicemail apps such as YouMail are having the same issue, who knows.
The current resolution is one of the following:
1. Uninstall/disable Samsung Pay. If you completely uninstall it, it will remove your cards, so it is kind of a pain.
2. Use YouMail, but you have to go into settings and tell it to leave screen on / do not turn off screen.
3. Switch to a phone that is not a Samsung Galaxy S6, S7, or S8, or switch carriers from Verizon, but you'd have to switch your phone as well if it is indeed a problem with the VZW android firmware.
I'm completely amazed at the lack of customer service at Verizon. If you waste your time reading through the 17 pages of this thread so far, you'll see the complete lack of research by most, but not all VZW support member that has posted. I'm seriously considering cancelling my service with Verizon and going elsewhere, as customer service has gone downhill each year that I've been a customer, which is about 17 years now.
For the trouble I've been through with this and another very annoying issue, I think VZW should seriously consider crediting our accounts for our wasted time and/or providing a credit toward purchasing a new device that does not have this issue.
Thanks for your note...
All of the facts together suggest the issue is worth the Verizon version of Android. It is 100% Verizon. Yet... No big surprise... [Removed]
inappropriate content removed as required by the Verizon Wireless Terms of Service
Message edited by Verizon Moderator
RICKBEATTY,
We don't want you to feel this way. We definitely care and want you to have a phone that operates to your expectations. Voicemail messages pausing are a known issue that we'd like to be resolved immediately. At this time, we appreciate your patience as we're working with the manufacturer for a fix. Otherwise, we'll be more than happy to troubleshoot and continue to do everything in our power to get your concerns resolved. How would you like to proceed?
CoreyM_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!!
This thread is really something. I used to work for Amazon.com. If a situation as ridiculous as this came up, the customer would typically bring it to the direct attention of Jeff Bezos via e-mail. Whenever an issue of great concern got to his inbox, the e-mail was forwarded to the relevant department head with a simple question mark (?). That meant "your department needs to get to the bottom of this issue and fix it immediately"; not tomorrow, two months from now, or two years from now. If I saw that question mark, I took the lead to get that situation fixed immediately. That is one reason why Amazon's stock has been trading for around $1,000 per share. I wish Verizon would treat this situation as seriously as Amazon takes similar ones. If they really want to win the wireless competition, they should take this hint seriously.
Please read DKP's comment immediately before this one about how Amazon responds to major issues. I couldn't have said it better.
This is not a problem on the users end. This is all Verizon. You are creating a lot of ill will and users who will bail on Verizon the first chance they get because this shows just how unable or unwilling Verizon is to act when needed. There is no excuse. Verizon's responses in this thread are ludicrous.
I updated to the latest patch on my GS8 and the problem still persists.
V. G950USQU1AQEF
Unbelievable. Even after Verizon issues a "patch" that specifically says in the change log that it fixes the the voicemail issue, nothing's been fixed. Did Verizon eBen test their so-called fix before pushing it out to the masses and touting that they've fixed it. The one thing it did do is acknowledge that it was Verizon's problem in the first place - something that no one on this thread wold ever do. Now, not only is Verizon customer services seemingly useless and non existent, their development team doesn't seem to know what they're doing either. Get it together, Verizon!
There has not been any update for my SGS7 since May 24.
Thus is also typical of Verizon's uncaring attitude. Older devices, even just one generation, are not supported.
Of course since the fix did not work, and probably created new problems, I should feel lucky they didn't experiment on me?
Verizon customer and tech support is a bad joke.
Disabling Samsung pay favorite cards does help, thanks!
Verizon customer service totally unhelpful.
11 months and 172 replies later, the problem is not fixed. The original post says, "This question is Assumed Answered."
C'mon, Verizon... sharpen up your pencils, put on your thinking caps and figure out how to make Verizon Voicemail play nice with Samsung Pay. This problem doesn't happen to people with T-Mobile, Sprint or AT&T wireless, so perhaps you might focus on program code specific to Verizon's modification of Samsung factory firmware. Just a wild guess.
I have installed the update on my Samsung S8+. The one that specifically says that it solves this issue, and guess what! It DOES NOT solve the issue. At all. Come on Verizon. It is time to have your devs reach out to one of us for help and beta/stage testing.
I just had an update about an hour ago to Samsung pay it said minor fixes. So I went in and test it my voicemail and believe it or not and now works as normal like it's supposed to without stopping. So at this point I'm believing that was the fix.
Oh thank goodness! I checked for an update to Samsung Pay, and things now work for me as well! Wow!
Looks like an update to Samsung Pay just fixed the issue! Can't believe it took this long, but thank goodness!
Confirmed that this fixed my SGS7 as well.
Thanks to all who helped!
I wouldn't celebrate just yet LOL. I was one of many others who never even had Samsung pay installed and still have the voicemail issue LOL.
BREBER4, we're very glad to hear that the issue you were experiencing with Samsung Pay has been resolved for you. Enjoy your week ahead! If there is anything we can assist you with please visit us at: http://vz.to/2mirAc5. RobertC_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!
I wouldn't trust the "jump to conclusions" mat quite yet. After ensuring my Samsung Pay app is up-to-date, I restarted my phone to see if the "fix" worked. I listened to one voice mail message and it did not pause when bringing the phone to my ear. I then switched folders to see if a deleted message functioned the same way and guess what?! Yup, there's the bug. That result is consistent when every other trouble-shooting method I've tried. Un-install Samsung Pay, re-start, check twice...there's the bug. Re-install Samsung Pay, re-start, check twice...there's the bug. Verizon isn't even trying to fix this. Nothing has changed. I still don't think the problem actually has anything to do with Samsung Pay or any other 3rd party app. It's all on the Verizon voice mail app. Fix it already!!!!!
same here ... i was coming to post i'm fixed! tried it last night. and just tried it again. boink. nothing.
then tried again. and it works.
closed all running apps .. tried again .. boink .. brokey.
SOMETHING NEW:
as i look at my phone .. it actually seems that when it works the phone senses that it's up against my ear and the screen turns OFF, the times it doesn't the pull down menu pops up, or the voicemail window flips horizontal (depending on the angle i hold my phone at) -- it seems to be when the phone screen actually stays ON - and acts like i'm touching it or flipping it.
Interested to hear if yours is still working RickBeatty. Mine worked for a bit, but now does not again. I went to listen to a saved voicemail and boom, issue is back and happens everywhere in the Verizon Voicemail app again now.
I updated Samsung Pay to the latest version (on my Samsung S6, it's version 2.7.13 dated 6/30/17), and so far Verizon Voicemail is working without the frustrating pauses and stops that have been plaguing me for months. Just to note, Samsung Pay didn't automatically update on my phone despite having auto updates turned on in the Google Play store--I had to open the Samsung Pay app, click the 3 vertical dots at the top right corner, choose Settings, scroll down to the very bottom to "About Samsung Pay", then check the version number and click the Update button to get the latest update. Once I installed the update and restarted the phone, I've been able to use the Samsung Pay app, including Favorite Cards and using the Lock screen and Home screen, without incident so far. Fingers crossed.
Yeah, I thought it was working for a while too, but as soon as I switched folders (inbox/deleted) a couple times and listened to a few different messages, the problem popped right back up again.
Same issue here...Galaxy S6. It just started happening today.
SHEDEE123, we always want to make it as easy as possible for you to check your voicemail. We do see that this issue was confirmed by Samsung and has since been resolved by their new software update that has started rolling out as of July 31, 2017. Please check your device to make sure your software is up to date. The newest software version is NRD90M.N920VVRU3CQF3. You can check for an update by following these instructions: http://vz.to/2wuSPVj
SamanthaT_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
Hi Samantha,
Thank you for your response. After searching through support at the Verizon website, I couldn't figure out what my software version is. I ran a system update just now and it came back that everything was updated. I couldn't find the software version, but this is what I could find on my phone: Baseband version G920VVRS4DQE1, Kernel version 3.10.61, Build number NRD90M.G920VVRS4DQE1
As I said before, the message I get from my phone is that everything is updated and I can't find anything that shows NRD90M.N92-VVRU3CQF3. Help?! Thanks!
Sheila [removed]
[removed]
Personal Information removed as required by the Verizon Wireless Terms of Service.
Message edited by Verizon Moderator.
Thanks for verifying this for us. Your software version hasn't been updated. It rolls out in stages until it becomes freely available. This link provides the most current versions available per device:http://www.verizonwireless.com/support/software-updates/. BobbyN_VZW
Hi. Not sure if this issue was ever resolved, but I have had the problem now for awhile...most of you had newer phones with different versions...mine is 6.01 which I believe is Marshmellow.
You see, I still have my Galaxy Note 4. I do not have Samsung Pay anywhere on my phone. I keep my lock screen unlocked all the time.
I didn't always have this problem, so perhaps it was a recent Verizon upgrade that started the problem. I checked and had 2 recent Verizon updates...May 31 and August 8...I am thinking the last update did something to cause the problem of the voice mail stopping when held to ear.
Any ideas on this and has there been a resolution. Thanks
Hi...I wanted to add a couple more observations after reading the 180+ posts and Verizon's laughable responses. I commend those of you who worked diligently over those months to try and find a solution. My thoughts--the Verizon reps were convinced that since the Voice Mail problem did not occur when the phone was in safe mode, then it must be a 3rd party app...most of you targeted Samsung Pay as a possible issue and a few of you uninstalled Samsung Pay with short term success--however, once re-booted, the issue returned. Others found short term success with wiping the cache partition...all worked initially before not working--who's to say that running the phone in safe mode was just another short term thing that worked but not because it was in safe mode...
Nevertheless, as I mentioned in my previous post, I have a Note 4...I do not have Samsung Pay on my phone. I have tried everything including uninstalling my visual voice mail and reinstalling it...did not fix.
I can tell you that visual voice mail worked fine for the first 1.5 years so I strongly believe that a recent Verizon update, most likely August's update, messed up the visual voice mail. Does anyone know if there was a more recent update? My last Verizon update was N910VVRU2CQF2. Thanks to anyone who can shed some light on this aggrevating issue.
I appreciate all your time and effort researching and troubleshooting your voice mail concern on your Note 4, BREOSB27. We do work closely with Samsung as well as Google to ensure those Android OS updates provide you with the absolute best experience, but we also make sure to let them know about quirky behavior as it is reported. Many of the previously reported devices have received updates to applications or to the OS itself that resolved the playback pausing when the proximity sensor is triggered. Since you mentioned your trouble began with the installation of a recent update, I’d like to ask you to use the Software Upgrade Assistant tool in the next steps section of https://www.verizonwireless.com/support/samsung-galaxy-note-4-update to repair the software on your phone. Once that’s complete, please restart your phone and test out your voice mail again. At that point, does it work when you have it on speakerphone or Bluetooth? Does it work while in or out of Safe Mode https://www.verizonwireless.com/support/knowledge-base-122810/ ?
JenniferH_VZW
Hi, according to Verizon's website, my software should have been updated a couple of days ago. I just rechecked my phone and it said that I was updated. I checked one of my voicemails and that seemed to have solved the problem. Thank you for your help!
Hi. Thank you for getting back to me regarding my issue. I ran Software
Assistant Tool as you instructed and it said my software was up to date.
The problem was not fixed. I did not opt for a factory reset at this time.
When I put the phone on Speakerphone and hold it up to my ear or cover the
proximity sensor, it does not pause or stop. I don't know about Bluetooth
because I don't use it.
It worked fine in Safe Mode. When I rebooted out of Safe Mode and used it,
it initially worked okay for about 15 seconds and then paused--normally it
pauses almost immediately.
Had
On Aug 30, 2017 6:34 AM, "vzw_customer_support" <forums@verizonwireless.com>
Well, I am having the same problem as everyone else with my Galaxy S6 Edge. Seems to have started with a systems update a few weeks ago, but not entirely sure. I do not have Samsung Pay on my phone, although I do have Android Pay. I noticed this problem a few days ago. Of course, it works on speaker phone, so that is the way I have been using it. I have been reading through this thread, and I am appalled at the lack of concern Verizon shows.
Today, I got a notice saying a systems update was available, and I just installed it. It did not fix the problem. Verizon's response to this problem - which is obviously due to their software seems to be to try to blame somebody else's app. Come on - suck it up and fix the problem.
Hi. Thanks for posting your thoughts. It's frustrating since Visual Voice Mail is a feature that shouldn't require using Speakerphone or dialing *86. After reading all the posts, one thing rings clear. This has been and has always been a Verizon issue. Unless I am wrong, other carriers have not experienced this problem.
And in reading all the posts, the frustration and sometimes even anger is apparent. And I don't blame any of the individuals who posted for being upset. Really, they did almost all of the troubleshooting. C'mon Verizon, I read every post on this issue. How many times do you ask your customers the same question? As someone in the teaching business, I would love to use this thread as a case study for my students.
Your customers on this thread did all the work to identify Samsung Pay as the initial culprit...maybe you should hire those guys instead of the people you have not doing their jobs.
EDWGOF62, your wireless experience is very important to us. We regret that you've been having problems with your voicemail and feel that we're not concerned. Although this forum is designed primarily for community interactions, we strive to help with unresolved issues. When a new software is provided by a phone's manufacturer, it sometimes has conflicts with existing apps that affect other elements of the phone. To pinpoint what the issue is and what is causing it, we need to work through troubleshooting and discovery. How is everything else working on your phone since Samsung's Software update? Other than installing that latest system update, what other troubleshooting have you done?
JoelR_VZW
