How do I get a phone that works properly
cb_2367
Enthusiast - Level 3

I previously had the S21 ultra and S22 Ultra with another carrier. I left because of ongoing voicemail issues and came to Verizon and elected to get an S23 Ultra. From day 1 of service, the voicemail has failed to work properly. I escalated this issue to the executive level. They only facilitated in filing an NRB ticket where my voicemail was supposedly rebuilt.

Tech support then presumed that the issue was resolved and closed the ticket because the voicemail workedb after the rebuild. The thing is, it was only a temporary fix. The executive team has ceased communicating with me and tech support just wants to keep redoing the same steps that have been done countless times before and have been proven to be temporary. 

Tech support has failed on two occasions to contact me back at an agreed upon time to further discuss the issue. Another ticket was filled but there's been ZERO communication from tech support.

I called customer service yesterday and asked simply: how do I turn in my phone and get one that works? I made it very clear to the sales rep I spoke with that I wanted to know if there was a trial period with Verizon. They said not really but that Verizon would have to do something about the voicemail issue if it was a problem.

Customer service would not help me and said I needed to talk to tech support. Phone was refreshed on the network which disconnected my cell. Turned off the phone for two minutes and turned it back on. Ignored first call from tech support and voicemail successfully received. This has been done countless times already. I'm tired of doing this. It's having zero effect on fixing the issue. 

Turned off my phone when I got to work. Called and left myself a message. Turned the phone back on and guess what - no voicemail. It will come through when I refresh the app.

So again, how do I get a phone that works? At this point, I'm starting to think I'll have to give up on Android and go to Apple. That's going to come at a cost though in terms of accessories I'll have to get to equal what I have with Android. I don't even know if a Pixel would have the same voicemail issues. 

I should not have to refresh the voicemail app every day to get messages. I've spent countless hours on online chats (I don't have the patience for that anymore and having to be tied to the phone waiting on responses). I've spent countless hours on the phone with tech support. Verizon, please just let me turn in my phone and get one that works at no cost.

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3 Replies
vzw_customer_support
Customer Service Rep

cb_2367, I'd be feeling stressed missing voicemails as well. I'm sorry you've been having this trouble, and it hasn't gotten corrected. A new software update was released on 5/1/23 to help address this problem. That update will be rolled out to Samsung devices in batches. I recommend if you've not done a software update check or have had one installed since 5/1/23, to download and install any update.

 

Additionally, you can make a change to settings in your App, which has also been found to address this issue. The steps for this are below.

 

Settings → Apps → Voicemail → Battery → Unrestricted

 

Please check for that software update, and then check that battery setting and see if that addresses the voicemail issue. 

-John

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cb_2367
Enthusiast - Level 3

Honestly, I'm so tired of saying this: changing the battery settings for the voicemail does absolutely nothing! I did the first week of service and it's had zero effect on fixing the problem. 

 

There's no software update available. The timing of this update on 5/1 really seems like the monthly security update. I'll keep checking on this update and if I get it and it doesn't do anything, then my question of how to get a new phone that works still remains. 

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cb_2367
Enthusiast - Level 3

Voicemail STILL doesn't work properly. I'm tired of calling support and going through the same troubleshooting steps over and over again. The latest instance was this past Friday. 

Each time I call in, it's believed that I don't have visual voicemail so it gets added to the account. Guess what was added this time? Premium voicemail trial. I didn't request this.

I don't understand the reason why Verizon is being so unreasonable about my request. Either get this voicemail fixed or provide me with a phone that does work.

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