No Visual Voicemail - iphone 7+

cfarley27

    Hello,


    I recently switched to Tmobile and lost my visual voice mail.  Whenever I get a voicemail, it sends the transcription as a text message and does not appear in my VVM tab in the phone application.

     

    Additionally, whenever i do click the VVM tab in my phone app, it dials into the voice mail.

     

    I have done the following:

     

    1. Called Tmobile to add VVM

    2. Spoke to TMobile help and tried to troubleshoot there

    3. Reset Network Settings

    4. Reset VM PW

     

    Can anyone help me get VVM back on my iPhone?

      All replies

      • You've done about all you can do. T-Mobile would have to set that up in their end with a network trouble ticket for engineers.

         

        Also. Reach out to Apple. VVM uses Apple servers. They can possibly help too.

        • tmo_mike_c

          Re: No Visual Voicemail - iphone 7+

          Hey cfarley27  were you able to get this resolved? We really wanna make sure your VVM issue gets squared away. Please let us know. Thanks!

          • tmo_chris

            Re: No Visual Voicemail - iphone 7+

            Hey cfarley27,

             

            I am glad we were able to figure out what the issue is but snn_555 is right, we can most definitely get this VM - Text feature removed from your account without changing your plan. We have many users on the TMO One plan that use iPhones and their VVM works perfectly fine. Please Contact Us again when you have a free moment so we can pull up your account and make the necessary changes.

              • csbowe22

                Re: No Visual Voicemail - iphone 7+

                Hey @tmo_chris, thanks for confirming that this is indeed possible!  I was beginning to suspect that T-Mobile simply did not support VVM on iPhone.   I'm in the same boat as cfarley27 where the support person I spoke with said that VM to Text was not able to be removed from my One plan. 

                 

                What do you suggest I say to the next person I talk to in support so I can get this resolved? 

              • Also worth mentioning is that DIGITS does not play well with iPhone.  I had to remove DIGITS altogether before it was a freebie on ONE to get VVM to work on iPhone.  They say it has been added back, but I'll never mess with that disaster again now that I have VVM working again.

                • magenta2960905

                  Re: No Visual Voicemail - iphone 7+

                  I just switched from my old T-mobile plan to a ONE Plus plan and I've run into this same issue. VVM still works, but the unread notifications on iOS no longer appear and I get the text message transcriptions. I also get the T-mobile caller ID which prevents iOS call blocking apps like Hiya from working anymore.

                   

                  I chatted 2 days ago to ask about removing the VVM / Caller ID features, as they interfered with iOS provided functionality. The support agent claimed they did so, but nothing changed. I just chatted again and was told the following:

                   

                  With regards to your concern, I am afraid that the Named ID and Voicemail to Text features are bundled to the One Plus Data Plan as what it has been created. If you really like to remove it, you will need to remove the data plan.

                   

                  So, is there an upper tier support number or something that can actually assist with this? I want the other features of One Plus, but it's not worth it if it forces me to keep these VVM / Caller ID features.

                  • tmo_marissa

                    Re: No Visual Voicemail - iphone 7+

                    Hey, folks. Apologies that we let this thread slide without noticing the shift in context between the original reference to T-Mobile ONE and the mention of ONE Plus. Many thanks to magenta2960905 for pointing it out on a new post.
                    We wanted to return here and let anyone who is still wondering or happens on this thread going forward know that we are not able to split services off of the ONE Plus bundle -- our system provisions them as a set, and there isn't a way to break individual services out at this time. That said, we'll be forwarding this thread and the new one that referenced it on as feedback, so we appreciate the time everyone here took to provide their reasons for wanting a way to break the ONE Plus service down. Thank you so much, and again, we're sorry that this snuck under our radar!

                     

                    - Marissa

                      • yozh

                        Re: No Visual Voicemail - iphone 7+

                        Hello,

                         

                        Was this ever implemented ? I just switched from ATT to TMobile and I cant get visual voice mail working on my iPhone 8 Plus. My line is the only line with the One Plus and I can not get visual voicemail working or disable Voicemail to Text, or get Name ID disabled... Does make sense that I cant get this feature enabled/disable separately..

                          • magenta3566869

                            Re: No Visual Voicemail - iphone 7+

                            Hey guys!  Been on hold with Mobile for the past 20 mins.  I called to simply request that they remove the "feature" voicemail to text.  I also have an iPhone and the One Plus plan.  VVM no longer works for me either.  Just recently switched from Verizon.  I am getting the sneaking suspicion that I will be told the same thing and will ultimately have to disable my One Plus plan.  I'll give you an update once they come back on the line... lol

                              • yozh

                                Re: No Visual Voicemail - iphone 7+

                                I was able to get this restored today with out removing One Plus, using the chat.

                                  • magenta3566869

                                    Re: No Visual Voicemail - iphone 7+

                                    Well I now have 30 minutes invested in this phone call so surely if they can do it using chat, this guy can do it as well....  But just in case... where do I access the chat feature?  On my phone or is it somewhere on this webpage we are currently on?  Sorry for the dumb questions but I am new to TMobile.

                                    • magenta3566869

                                      Re: No Visual Voicemail - iphone 7+

                                      UPDATE!!  Apparently they did not completely set up my visual voicemail in the store.  Apparently you have to contact them to turn on that feature.  It started working as I was on hold.  As for the voicemail to text, they are telling me that if they remove the voicemail to text feature that the name ID feature would have to be removed with it as it is part of the One Plus bundle.  So it looks like you can disable the feature but not without sacrificing the name ID.

                                        • yozh

                                          Re: No Visual Voicemail - iphone 7+

                                          Very intrestin, they turned off voicemail to text for me and Name ID still works, I want to turn it off, but they told me they cant with out removing One Plus.

                                          1 of 1 people found this helpful
                                            • magenta3566869

                                              Re: No Visual Voicemail - iphone 7+

                                              Well I spoke too soon.  He managed to do something because my old voicemails from today did populate the visual voice mail screen on my iphone but any new voice mails are no longer being routed to VVM.  This is extremely frustrating!

                                              • magenta3566869

                                                Re: No Visual Voicemail - iphone 7+

                                                Well I tried the chat option to attempt to have the voicemail to text feature disabled last night and was told that they had disabled it and that I needed to give it 2 hours to take affect.  Guess what??  This morning I get another freaking text!  I‘m chatting with them again this morning and now this person is apologizing for the last person giving me incorrect information.  She is asking me if I want to disable One Plus!  You should consider yourself very lucky that you were able to get it disabled from your account because apparently there are only a handful of people that can do that. 

                                                • magenta3566869

                                                  Re: No Visual Voicemail - iphone 7+

                                                  I am being told this morning via chat that the only way to remove the voicemail to text feature is to remove One Plus. 

                                                  1 of 1 people found this helpful
                                                  • magenta3566869

                                                    Re: No Visual Voicemail - iphone 7+

                                                    9A80FCA7-4500-446C-B4A5-DD9454EC969E.png

                                                    • magenta3566869

                                                      Re: No Visual Voicemail - iphone 7+

                                                      2C70FA7E-737A-45D6-A561-6823371B08FA.png

                                                        • yozh

                                                          Re: No Visual Voicemail - iphone 7+

                                                          Hi,

                                                           

                                                          I guess I did get lucky, I spoke to ben and here is the transcript below, I hope you get it taken care of, if they want an example number I can give it to you via PM. If you figure out how to mananage Name ID let me know.

                                                           

                                                          You: I switched to Tmobile yesterday with 5 lines

                                                          13:01, Dec 18

                                                          You: everyone else line Visual Voicemail works fine

                                                          13:01, Dec 18

                                                          You: my line its not working at all

                                                          13:01, Dec 18

                                                          Ben: Let me take a look into that for you.

                                                          13:01, Dec 18

                                                          You: I need to turn off the voicemail to text feature

                                                          13:04, Dec 18

                                                          Ben: Im not seeing the visual voicemail feature added to your line

                                                          13:05, Dec 18

                                                          You: ok

                                                          13:05, Dec 18

                                                          You: how is that possible ?

                                                          13:05, Dec 18

                                                          You: do you know which line I`m reffering too ?

                                                          13:06, Dec 18

                                                          Ben: I am looking at your line ending in XXXX, there is not voice mail to text feature added to it.

                                                          13:07, Dec 18

                                                          You: Its part of the One Plus

                                                          13:08, Dec 18

                                                          You: I need to remove since it is annoying, but at the very least I need to have Visual Voicemail on the phone working

                                                          13:10, Dec 18

                                                          Ben: I updated the Voicemail feature for you. It is now on Visual Voice mail instead of Voicemail to text.

                                                          13:11, Dec 18

                                                          Ben: Everything should be good now. Sorry for the mix up.

                                                          13:11, Dec 18

                                                          You: let me try

                                                          13:12, Dec 18

                                                          Ben: Okay, let me know what happens.

                                                          13:12, Dec 18

                                                          You: WOW

                                                          13:12, Dec 18

                                                          You: you did it

                                                          13:12, Dec 18

                                                          You: thank you

                                                          13:12, Dec 18

                                                          Ben: WOOHOOO!!

                                                          13:12, Dec 18

                                                          You: so the voicemail to text is gone ?

                                                          13:13, Dec 18

                                                          Ben: You are most welcome! Glad we got that sorted. If you ever want it back we can switch it over for you.

                                                          13:13, Dec 18

                                                          You: ok

                                                          13:13, Dec 18

                                                          You: 1 more question

                                                          13:13, Dec 18

                                                          You: anyway to disable NAME ID ?

                                                          13:13, Dec 18

                                                          You: and only NAME ID ?

                                                          13:15, Dec 18

                                                          Ben: Let me check.

                                                          13:17, Dec 18

                                                          Ben: Because that feature is included in ONE PLUS we cannot disable it unless we remove the ONE PLUS feature.

                                                          13:20, Dec 18

                                                          You:

                                                          13:20, Dec 18

                                                          You: well that sucks

                                                          13:20, Dec 18

                                                          Ben: I know, Im sorry.

                                                          13:20, Dec 18

                                                          You: its very annoying

                                                    • magenta3566869

                                                      Re: No Visual Voicemail - iphone 7+

                                                      Could you share exactly how you were able to do this?!  It seems as if there are a handful of people at TMobile that can actually accomplish the impossible.  Since you and Yozh have managed to get this removed, I am hopeful that I may eventually be able to as well.

                                              • tmo_marissa

                                                Re: No Visual Voicemail - iphone 7+

                                                Hey there, yozh and magenta3566869 -- thanks for chiming in here, and for sharing your experiences. I'm sorry that I didn't see your posts yesterday, and that you've been receiving different information when you've been reaching out. I double checked our internal One Plus add-on details to see if there had been any changes, but I'm sorry to say it's not possible to deactivate or remove individual services (like Voicemail to Text, Name ID, and Gogo in-flight) from the feature. We appreciate the additional feedback here, and can definitely understand that in these use cases the feature would be improved by an ability to modify the included services. I wish I had better news to share!

                                                  • yozh

                                                    Re: No Visual Voicemail - iphone 7+

                                                    tmo_marissa wrote:

                                                     

                                                    Hey there, yozh and magenta3566869 -- thanks for chiming in here, and for sharing your experiences. I'm sorry that I didn't see your posts yesterday, and that you've been receiving different information when you've been reaching out. I double checked our internal One Plus add-on details to see if there had been any changes, but I'm sorry to say it's not possible to deactivate or remove individual services (like Voicemail to Text, Name ID, and Gogo in-flight) from the feature. We appreciate the additional feedback here, and can definitely understand that in these use cases the feature would be improved by an ability to modify the included services. I wish I had better news to share!

                                                    Hi TMO_Marissa,

                                                     

                                                    So how were they able to take it off for me ? You did see my transcript ?

                                                      • tmo_marissa

                                                        Re: No Visual Voicemail - iphone 7+

                                                        I did! I wish I could speak to what steps were taken to complete this -- we don't have account access in the forum, so I can't see what steps were employed on the back end, or honestly confirm that this will be a permanent fix.

                                                        What we can go by here are the internal documents about this feature, which say that the feature can't be split. I hope this keeps working for you, though! I'd honestly love to hear feedback in 72 hours if this is successful -- please keep us posted! If there's an opportunity to forward this information up to have these documents corrected and a process laid out for our representatives, then I'm happy to go that route!

                                                          • yozh

                                                            Re: No Visual Voicemail - iphone 7+

                                                            tmo_marissa wrote:

                                                             

                                                            I did! I wish I could speak to what steps were taken to complete this -- we don't have account access in the forum, so I can't see what steps were employed on the back end, or honestly confirm that this will be a permanent fix.

                                                            What we can go by here are the internal documents about this feature, which say that the feature can't be split. I hope this keeps working for you, though! I'd honestly love to hear feedback in 72 hours if this is successful -- please keep us posted! If there's an opportunity to forward this information up to have these documents corrected and a process laid out for our representatives, then I'm happy to go that route!

                                                            I`ll try to remember to reply in about 72 hours, but I have a coworker who has been on TMobile One Plus since October and he said VVM always worked for him since day one... I really do hope this is perm....

                                                              • tmo_marissa

                                                                Re: No Visual Voicemail - iphone 7+

                                                                I'll set myself a reminder in Outlook to check in with you next week once the crazy rush of the season is over! I honestly hope it is, too -- I would way rather be wrong and work with our broader team (the Community managers here are part of T-Mobile's content team) to get the documents corrected than be right, in this case!

                                                                  • magenta3566869

                                                                    Re: No Visual Voicemail - iphone 7+

                                                                    Well I called 611 about an hour ago and asked the nice lady if she could remove the voicemail to text feature while keeping the One Plus.  She put me on hold and when she came back she said it had been done and that all I needed to do was power cycle my phone.  I did as was instructed and then callen my cell drin my office number.  Now you can no longer even leave a voicemail.  I called 611 again and was told that the last lady had actually disabled my voicemail entirely.  I guess that’s one way to do it.  Lol.  This really is quite rediculous.  This is making me reconsider my choice of switching from Verizon. 

                                                                      • tmo_marissa

                                                                        Re: No Visual Voicemail - iphone 7+

                                                                        I'm sorry, magenta3566869, that's such a bummer. We don't want you to regret the switch, either! I honestly have to tell you I can not find any steps for completing the change that you want, and the One Plus document we have internally calls out that it's not possible. I understand wanting to try, especially when there's anecdotal evidence to the contrary here from another customer. If yozh is still not receiving their messages via text next week I fully intend to gather some additional info from them privately and pass it up so that we can update our documentation with a procedure, but in the interim, it would be irresponsible of me to encourage you to keep reaching out to accomplish this based on an account that I can't review personally to check the steps taken. I'm so sorry!

                                                                         

                                                                        - Marissa

                                                                          • magenta3566869

                                                                            Re: No Visual Voicemail - iphone 7+

                                                                            I appreciate your help...  I would be happy for you to review my specific account.  How do I go about contacting you directly?  I just assumed that you would be able to see my account seeing as how you work for T Mobile.

                                                                              • tmo_marissa

                                                                                Re: No Visual Voicemail - iphone 7+

                                                                                I totally understand how that seems reasonable -- but because the Support Community is a public user forum, we don't have a secure method to verify a customer's account, so we're not able to access individual accounts or make changes from this forum. Typically when a user's concern requires account access we'd refer them to our T-Force team, the social media Care group on Twitter and FB, since in those channels we do have a verification method built in. In this situation, though, since everything I have at my disposal (and we access the same internal documents as T-Force or Customer Care) says that these features can't be separated, I didn't feel it prudent to recommend that you reach out to them because I don't want to take up your time.

                                                                                 

                                                                                When I mentioned to yozh that I would check back in and collect information in a week if their current experience held, I'd then pass that information to our engineering team to check traces on the back end and confirm that what our info says is "impossible" is, in fact, possible after all. Then we could work with them to get our content updated accordingly. But right now we need to give it some time to ensure that it's successful.

                                                                                 

                                                                                I know that it's frustrating to have folks tell you different things, and I'm sorry that this is happening.

                                                                                 

                                                                                - Marissa

                                                                                  • yozh

                                                                                    Re: No Visual Voicemail - iphone 7+

                                                                                    tmo_marissa wrote:

                                                                                     

                                                                                    I totally understand how that seems reasonable -- but because the Support Community is a public user forum, we don't have a secure method to verify a customer's account, so we're not able to access individual accounts or make changes from this forum. Typically when a user's concern requires account access we'd refer them to our T-Force team, the social media Care group on Twitter and FB, since in those channels we do have a verification method built in. In this situation, though, since everything I have at my disposal (and we access the same internal documents as T-Force or Customer Care) says that these features can't be separated, I didn't feel it prudent to recommend that you reach out to them because I don't want to take up your time.

                                                                                     

                                                                                    When I mentioned to yozh that I would check back in and collect information in a week if their current experience held, I'd then pass that information to our engineering team to check traces on the back end and confirm that what our info says is "impossible" is, in fact, possible after all. Then we could work with them to get our content updated accordingly. But right now we need to give it some time to ensure that it's successful.

                                                                                     

                                                                                    I know that it's frustrating to have folks tell you different things, and I'm sorry that this is happening.

                                                                                     

                                                                                    - Marissa

                                                                                    tmo_marissa I`m happy to report it is still working and no txt when VM is left. And I think my real billing cycle started. I`ll try to remember to report tomorrow.

                                                                                    1 of 1 people found this helpful
                                                                  • magenta3795469

                                                                    Re: No Visual Voicemail - iphone 7+

                                                                    This is a really disappointing failure. Count me as another customer that will be leaving T-Mobile thanks to this.

                                                                    • tmo_marissa

                                                                      Re: No Visual Voicemail - iphone 7+

                                                                      Hey, all. I just wanted to check in here and see if any of you fine folks who have contacted our Tech team have been given any ticket numbers regarding your VVM issues. Can you let me know a little about how this conversation plays out? Are we advising you that VTT (Voicemail to Text) is what's causing the issue with VVM on your iPhones, or has anyone had a ticket filed with this response as the result?

                                                                      Thanks in advance for your feedback!

                                                                        • yozh

                                                                          Re: No Visual Voicemail - iphone 7+

                                                                          Im still here and still trying to help,

                                                                          when I chatted the person told me specifically that, VTT is on and needs to be disabled, once he did disabled it, VVM started working.

                                                                            • tmo_marissa

                                                                              Re: No Visual Voicemail - iphone 7+

                                                                              Thanks, yozh! I have your info and I appreciate it, thanks for confirming that the chat rep you worked with advised you that VTT was causing the trouble. The team I've reached out to are curious about any examples we have filed with ENG that show that VTT is causing issues with VVM functionality -- ticket numbers, specifically, if they're available.