Problems with Visual Voicemail (VVM)

Learn how to troubleshoot problems with Visual Voicemail (VVM) and Voicemail to Text (VTT).


Can't play VVM messages

  1. Make sure that you have the Visual Voicemail feature on your line.
  2. Access the Visual Voicemail app.
  3. Tap the Menu key and then tap Settings.
  4. Use the slider to turn off Visual Voicemail.
  5. Wait five seconds and use the slider to turn on Visual Voicemail.
  6. Try to play a VVM. If the message won't play, remove and reinstall the Visual Voicemail app.
  7. If you are still having a problem playing VVMs, contact us.



Can't download the Visual Voicemail app

  1. Make sure that your mobile device is Visual Voicemail-capable. To check, see the Tech Specs for your mobile device.
  2. Turn off your mobile device, wait five seconds, and then power on your mobile device.
  3. Download the Visual Voicemail app.
  4. If you're still having a problem downloading the Visual Voicemail app, contact us.



Voicemail to Text messages aren't delivered

The average delivery time for VTT messages is about 30 seconds, but delivery can take up to five minutes. Try the following if VTT messages aren't delivered within five minutes:

  1. Turn off your mobile device.
  2. Wait five seconds, and power on your mobile device.
  3. Try to access a VTT message.
  4. If you are still having a problem with VTT messages being delivered, contact us.



"Visual Voicemail is full" error on an Android device

  1. Clear the Visual Voicemail app data:
    1. From the Home screen, tap Menu.
    2. Tap Settings.
    3. Tap Applications.
    4. Tap Manage Applications.
    5. Tap the All tab at the top of the screen.
    6. Scroll to and tap the Visual Voicemail application.
    7. Tap Clear Data.
  2. Check free internal memory:
    1. From the Home screen, tap Menu.
    2. Tap Settings.
    3. Tap Storage.
    4. Under Phone storage, view the Available space.
  3. If the internal storage is 25 MB or less, follow steps to free up internal storage space. For instructions, see the how-to guides for your mobile device on the Devices page.
  4. Test the Visual Voicemail app.
  5. Reset the mobile device.
  6. If you are still having issues, contact us.