Voicemail troubleshooting

If voicemail isn't working as expected, use this document to get to the bottom of things.

 

 

Read me first

To make sure you can receive voicemail, check the following:

 

check.PNG  Voicemail is set up.

check.PNG  Your phone shows at least two signal bars. If you have fewer, your signal is too low for reliable service. Check out Signal issues / no service troubleshooting.

check.PNG  For visual voicemail on iPhone, see Set up Visual Voicemail on your iPhone - Apple Support.

check.PNG  For visual voicemail on any device, your device needs at least 15% free memory. If there's less, free up space to allow the device to work properly.

 

If your device meets these criteria, and you're still having trouble with voicemail, follow the steps below.

 

Tip: If you need help with any of these steps, visit our Device tutorials page, select your device, and use the search bar in upper right to find what you're looking for.

 

 

No voicemail notifications

If you're not getting notification of new voicemails, try deleting texts or text threads (there are apps you can use to back them up before deleting them). If your text message box is full, your device may not be able to accept new texts or notifications, including those for voicemail.

 

Still need help?

If you still aren't receiving voicemail notifications, contact us so we can take a closer look at your account.

 

Can't call voicemail

  1. Try dialing into voicemail using a different method, as listed in How to use voicemail.

  2. If you are:
    • Using a non-T-Mobile phone, dial 1-805-MESSAGE (1-805-637-7243). Don't dial voicemail by pressing the 1 key or a preprogrammed voicemail button.

    • Roaming internationally, see how to call your voicemail on our International roaming checklist.

    • Hearing an error message, ringing, or busy signal when voicemail plays, press 7.

 

Still need help?

If you still can't connect to voicemail, contact us from another line. We need to look at how your account was set up and check for recent service problems.

 

 

Unanswered calls don't go to voicemail

  1. Dial ##004# and press Send to reset call forwarding settings.
  2. Turn off Wi-Fi Calling. For instructions, visit our Devices page, filter for your device, and choose Connections & Network > Wi-Fi Settings.
  3. Uninstall or disable any downloaded apps that make calls or manage voicemail.
  4. Have a contact call you and leave a message. If the call doesn't go to voicemail, check your phone call forwarding setting for "When unanswered" is forwarding to 18056377243.

 

Still need help?

If calls still don't go to voicemail, contact us from another line. We need to look at how your account was set up and any recent service problems.

 

 

Visual voicemails don't download or appear

  1. Restart your phone.

  2. Call your voicemail inbox.

    • Confirm there is a message that hasn't shown in the VVM app and save it.
    • If there is no message, leave yourself a new message as a test. If that message doesn't appear, continue troubleshooting.
  3. Turn off Wi-Fi to ensure you're using the T-Mobile network.
  4. (Android only) Make sure you have the most recent T-Mobile Visual Voicemail app. If not, download it from Google Play.

  5. (Android only) Sync the inbox. For help, see T-Mobile Visual Voicemail app.

  6. (Android only) Clear the app cache and app data of the VVM app. (Visit the Devices page for help.)

    • Clearing the data deletes any messages over a month old and any messages saved only in the VVM app.
    • To save messages or send as email, see T-Mobile Visual Voicemail app.
  7. Uninstall downloaded battery saver apps, as some can conflict with voicemail.

  8. Try to play a voicemail. If the message won't play, uninstall and redownload the Visual Voicemail app.

  9. Update the phone software to the latest version. You can do this over Wi-Fi. Visit our Devices page, filter for your device, and choose Software Updates & Backup > Software updates.

 

Still need help?

If you are still having a problem with Visual Voicemail, contact us from another line. We need to look at your account setup and check for recent service problems.

 

Voicemails have poor audio quality

If one or a few messages have poor audio quality, the person calling was experiencing problems. Have the person try again. If the quality is still poor, have them contact their service provider.

 

If all your voicemail from multiple contacts are poor quality, save the messages and check out Audio issues on calls.