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No Voicemail Notification - Customer Service = Automatons
fdegree
Member

A few months ago, the voicemail notification stopped....no sound, bubble, screen wake-up or notice in the pull-down drawer (ALL other notification work perfectly). I was unaware of this and missed about a months worth of voicemails. Over the past month, I have contacted nearly a dozen different customer service reps, either through a phone call or chat. Each has taken me through the settings on my phone (OnePlus 6T) and found no problem. For about a year prior to this, the notification was working fine.

Thinking the problem could still be in my phone, I did a reset....this did not solve the problem.

In an attempt to prove it was, or was not, actually my phone, I switched the SIM card to an older phone (HTC One). This older phone experienced the same problem....no voicemail notification.

One representative, through a chat session, reset some feature on my account and I suddenly got a notification of 6 new voicemails. Thinking the problem was fixed, we ended our chat session. However, a few minutes later I let an incoming call go to voicemail....a voicemail was left....I did NOT receive a voicemail notification.

My last experience with a customer service rep seemed to end with a lie. He told me that all voicemails are stored in my phone and it is the phone, and only the phone, that triggers the voicemail notification. There is no "Push" from Verizon when a new voicemail is left. If the voicemails are stored on my phone, how can I check my voicemail box from a landline or another cell phone? If Verizon is not sending some kind of "Push" notification how did that one customer service rep reset something on Verizon's end and trigger the voicemail notification? Anyway, I do not believe his explanation.

Every time I contact customer service, they will not listen to the history of my calls and chat sessions. They will not go back through my account to look at what steps have already been done. Each and every one of them wants to take me through the exact same steps that I have been through nearly a dozen times, wasting my time. On multiple occasions, I have been disconnected with no call back. Or, transferred to a higher tier of technical support only to be disconnected during the transfer. All of my past experiences with customer service have been wonderful. This time it has been a nightmare.

To summarize:

No voicemail notification on my OnePlus 6T

No voicemail notification after resetting the phone

No voicemail notification on my HTC One after switching the SIM card

One customer service rep got the voicemail notification to work, but only briefly

I am on Prepaid and do not have Visual Voicemail nor any Voicemail app.

I check my voicemail by dialing *86 -- I am able to check voicemails without a problem

Inside my voicemail account, within Option-4 (personal settings) I do not have an option to toggle On/Off notification. All I have in Option-4 is Password - Greeting - Language

Anyone have any suggestions? AT&T perhaps?

Re: No Voicemail Notification - Customer Service = Automatons
vzw_customer_support
Customer Support

fdegree-

Thank you for bringing this to our attention. I know how important it is for your Voicemail notifications to work as they should. Please respond to my Private Note to better assist.

 

-CarmenT_VZW

 

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Re: No Voicemail Notification - Customer Service = Automatons
fdegree
Member

As requested by the Customer Service reps here -- I have reached out to PREPAID Customer Service through a chat session. I must give this lady credit, she actually listened to what I said and did not ask me to repeat all the steps that I have already done a dozen times. She tried a number of things, even terminating my voicemail service completely and having me set it up again as if I were a new Verizon customer. Which I actually thought would fix the problem....it did not. Since everything she tried failed to fix the issue, she then submitted a ticket and escalated the issue up to Technical Support.

THAT WAS 10 DAYS AGO!

My Voicemail Notification problem still exists and no one has reached out to me in any way to check on the problem. She even promised that she would personally check on this and have someone contact me, as Prepaid Customer Service is not permitted to call their customers....kind of an odd policy.

This is not the first time that Technical Support has been asked to look into this, only to leave me hanging with no further communication nor resolution. I fail to see this as a difficult issue....simply make the system push a "New Voicemail" notification when a new voicemail is left, just like it use to do 6 months ago.

I know the problem is NOT on my end. All settings on my phone have been checked, and rechecked, numerous times at Customer Service direction. Plus, I have switched the SIM card to a different phone, and that phone also did not show new Voicemail Notifications.

So, why can't Technical Support communicate with me and fix the problem?

Re: No Voicemail Notification - Customer Service = Automatons
Tigerstep
Sr. Member

Have you tried using a 3rd party mailbox for voicemail? Give Youmail a try.

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Re: No Voicemail Notification - Customer Service = Automatons
9wood
Sr. Member

I can attest to the problems with customer service phone or chat just repeating same things and allot of hang ups they never seem to actually do anything anyway to your voicemail I have not experienced that myself but doesn't seem your phone is at fault as you got same result in a other I would think having them do a refresh of your settings may help may cut your service afternoon tho as does for me  turn your mobile data back on if does o would also try doing a network reset may vary on your phone versus mine

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Re: No Voicemail Notification - Customer Service = Automatons
fdegree
Member

I didn't know about 3rd party voicemail apps. I'm not sure how to set that up, but I'll look into that.

Thanks!

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Re: No Voicemail Notification - Customer Service = Automatons
9wood
Sr. Member

You shouldn't be forced to use a third party app and some are questionable you need to get Verizon to fix this

Re: No Voicemail Notification - Customer Service = Automatons
fdegree
Member

They have reset various things on my account, each time I contact them. Since they never actually tell me what they are doing, I am not sure what they have reset. One customer service rep reset something and I suddenly got the New Voicemail Notification. We ended our session, thinking the problem was fixed. But, later that same day I tested it again and the New Voicemail Notification stopped working again.

I just can't imagine this problem is that hard to fix....

Anyway, thanks for your suggestion of a 3rd party voicemail app. I will certainly look into that.

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