Voicemail troubleshooting

Voicemail is great when you can't get to the phone. But when you can't get to your voicemail, we need to find out what's going wrong.

 

If you just need help using voicemail, like changing your greeting or language, please start with How to use voicemail.

 

 

Can't call voicemail

  1. Check your phone shows at least 2 bars signal. If you have less, your signal is too low for reliable service. Check out Signal issues.
  2. Dial your own phone number, and check voicemail is set up. If it's not, see How to use voicemail for Set up your voicemail.
  3. Try the different way to dial, listed on How to use voicemail for Check your messages.
  4. If you are:
    • Using a non-T-Mobile phone, try calling 1-805-MESSAGE (not the 1 key or pre-programmed voicemail buttons).
    • Roaming internationally, see how to call your voicemail and potential charges on International roaming checklist.
    • Hearing an error message, ringing, or busy signal when voicemail plays, try pressing 7.
  5. 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 any recent service problems.

 

 

Unanswered calls don't go to voicemail

  1. Dial ##004# and press Send. This resets call forwarding settings.
  2. Turn off Wi-Fi Calling.
  3. Uninstall or disable any downloaded apps that make calls or manage voicemail.
  4. Have a contact call you and leave a message.
  5. If the call doesn't go to voicemail, check your phone call forwarding setting for "When unanswered" is forwarding to 18056377249.
  6. If calls still do not 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 Voicemail (VVM) messages not downloading or showing

  1. Dial your own phone number to make sure voicemail is set up. If it's not, see How to use voicemail for Set up your voicemail.
  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, then leave yourself a new message as a test.
  3. Turn off Wi-Fi to ensure you're using T-Mobile network data.
  4. For Android phones:
    • Make sure you have the T-Mobile Visual Voicemail app. If not, download it from the Play Store.
    • Open the Play Store, check for updates. Download any updates to the VVM app.
    • Sync the inbox. For help, see T-Mobile Visual Voicemail app.
    • Clear the app cache and app data of the VVM app. (Visit the Devices page for help.)
      • Clearing the data will delete 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.
  5. For Apple iPhone, see Set up Visual Voicemail on your iPhone - Apple Support.
  6. Uninstall downloaded battery saver apps.
    • Restart the phone.
    • Try to play a voicemail. If the message won't play, uninstall and re-download the Visual Voicemail app.
    • Update the phone software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps.
    • Check the phone storage space, and make sure at least 15% is free. If there's less, T-Mobile recommends clearing space for the device memory to work properly.
    • If you are still having a problem with Visual Voicemail, contact us from another line. We need to look at how your account was set up and any recent service problems.

     

     

    Voicemail messages 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 still poor quality, have them contact their service provider.

     

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