Visual
Louier
Enthusiast - Level 1

After switching carriers from t mobile with unlocked Samsung S20 phone I don't have visual voice mail app anywhere. Customer service is telling me I need a new phone!

Can anyone help me?

Also even after resetting my phone I still have the T mobile logo on start up.

This makes no sense to me!

Thanks

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Re: Visual
vzw_customer_support
Customer Service Rep

Hi, Louier. We are happy to have you with us and we can certainly review the voicemail on your phone. Just to confirm, what is the make and model of the phone we're working with? Can you confirm the carrier your phone is associated with? 

-Lorenzo

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Re: Visual
Louier
Enthusiast - Level 1

Lorenzo it's a Samsung  S20 5G

Model#SM-G981U.

Originally from AT&T to T Mobile and now Verizon.

Thanks.

 

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Re: Visual
vzw_customer_support
Customer Service Rep

Thank you for confirming those details. Is your phone a T Mobile manufactured device? What happens when you try to set up the visual voicemail through the voicemail app? If you're not sure how to set that up, please see this link for the steps: https://www.verizon.com/support/knowledge-base-103564/ .

*Ellisandra

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