No visual voicemail notifications

turtle1000

    Just switched from ATT to T-Mobile.  Two new iphone 8+ (unlocked phones) purchased from the Apple Store and 2 lines on my OnePlus plan. 

    BOTH phones do not get visual voicemail notifications or show any indication a VM is received on the VM/phone app.  Our temporary work-around is to get VM sent to us as texts.

     

    Trouble tickets (3) have been generated over two weeks since I started with T-Mobile but so far no resolution...and no explanations.

     

    If someone from T-Mobile engineering support is viewing please help.

      All replies

      • tmo_chris

        Re: No visual voicemail notifications

        I am so sorry to hear you are having so many issues with your visual voicemail. With as many times as you have spoken with us I would assume that we checked to ensure that visual voicemail is properly provisioned on your account. How long ago was the last ticket filed, have you heard anything back on it yet?

          • turtle1000

            Re: No visual voicemail notifications

            The issue is not resolved.  The last ticket was opened Thursday May 10th.   I was told that Voicemail was provisioned correctly.   The last person I spoke to at t-mobile says my unlocked iPhone 8 is not compatible with T-Mobile network.   This sounds ridiculous to me but based on this I would advise anyone with an unlocked phone to completely avoid T-Mobile.   However I have not given up yet as there must be many people with unlocked phones who do not have this problem.  As a last resort I contacted Apple directly.  There may be a known issue where Siri somehow conflicts with visual voicemail.  I was asked to re-enable Siri and interestingly I now for the first time see the list of voicemails (on one of my lines) although I still don’t get a notification of new voicemail.   On my second phone line the Siri trick did not work: the only difference between the two lines is the first one (where I can now see the list of voicemails) has had the SIM card replaced as part of T-Mobile’s troubleshooting.   As you can see this is painful and time consuming to describe and troubleshoot. It would be much better to speak directly with a senior level engineer.

             

            Sent from my iPhone (which does not get voicemail notifications).

          • tmo_chris

            Re: No visual voicemail notifications

            Any luck with resetting your network settings?

              • turtle1000

                Re: No visual voicemail notifications

                I have reset network settings many times in recent weeks.  I even did a factory reset of the phone.   Since Apple technical support advised to turn Siri off/on I now sometimes receive visual voicemail notifications which is better than nothing.  But still very unstable.  So again, I would appreciate being connected with a senior technical engineer. 

                 

                Sent from my iPhone

                  • tmo_chris

                    Re: No visual voicemail notifications

                    Thanks for trying that. If the feature is provisioned correctly on the T-Mobile side and the network settings are correct, the issue is going to be on the Apple side as we have no control over their Visual voicemail app. I would suggest you reach back out to them and let them know the work around they suggested is not a 100% fix.

                • magenta5126739

                  Re: No visual voicemail notifications

                  Having the same issue with visual voicemail in the iphone native phone app after switching from AT&T. Has this been resolved yet and if so, what was the fix? Thank you.

                    • turtle1000

                      Re: No visual voicemail notifications

                      I had another discussion with Apple support on this.  This seems to be an issue they occasionally hear about but with no known solutions; I was also surprised when told their visual VM is actually still in beta testing (not considered 100% reliable in every situation) despite being in use for years.  The Siri workaround (disable/enable) did improve the situation from 0% notifications to maybe 50%.  I cannot figure out any correlation to when it works vs not.  I keep the VM to text feature on so that I always know when a voicemail comes in.   I don’t have more time to deal with it so I am waving the white flag and will just have to live with a glitchy VM feature.  Hopefully more complaints to both T-Mobile and Apple will result in some action.

                       

                      Sent from my iPhone

                    • seyoon_c09

                      Re: No visual voicemail notifications

                      Hi, I don't know how glad I am that I found this forum thread, after hours of digging through the net for some answers. I've recently switched carriers from AT&T to T-MOBILE, porting my ATT number and retaining my unlocked iPhone X, which TMobile confirmed it's compatible with their network. In fact the devices that T-Mobile distributes is the same model of the X I have. After multiple attempts of setting up visual voicemail and sspeaking with T-Mobile tech support for few hours, removing and reinserting SIM, and reseting network settings, VVM screen still has "Call Voicemail" button instead of the UI that I'm familiar with. Any help would be greatly helpful here. I'm on their One Plus plan for business, and other three lines, all iPhone devices are having the very same issue. Also from my understanding, VVM is an iPhone native feature? Not anything that I need to pay for? Perhaps it works differently here, but that's the only reason why I jumped from regular One plan to One Plus, which I know is $15/month extra per line.