topic Re: Can't access voicemail without a PIN in Mobile Services

Can't access voicemail without a PIN

Evelyn28 — Sat, 09 Oct 2021 09:05:32 GMT

HI there I've had same phone for ages and never had trouble accessing my vm before. I am now told I need to have a PIN number. I'm in the UK. I tried to call 150 this am but there was no help for this specific issue available there. Can someone please tell me how to access my voicemail and/or how to set a pin if I actually really need one that is. I'd prefer not to have to have yet another pin number to remember.

Someone on another forum suggested texting 'vm on' to 150. Is that perhaps the best solution?

Many thanks for any advice.

Re: Can't access voicemail without a PIN

Leanne_T — Sat, 09 Oct 2021 09:13:36 GMT

Hi @Evelyn28

Thanks for coming to the community.

Do you get asked for the pin as soon as you call your voicemail?

Thanks.

Leanne.

Re: Can't access voicemail without a PIN

bristolian — Sat, 09 Oct 2021 09:14:37 GMT

Hi @Evelyn28

Welcome to the EE community

From the sounds of it, you've inadvertently enabled PIN protection on your voicemail but have forgotten the PIN.

If PIN access to your voicemail is active, then you'll need to enter that PIN to call your voicemail, this is by design. If you've forgotten the PIN, you'll need to speak to a C/S agent to pass security and reset the PIN.

There shouldn't be any harm caused by trying VM OFF/VM ON, but I suspect this won't make any difference to a lost-PIN scenario.

Re: Can't access voicemail without a PIN

Evelyn28 — Sat, 09 Oct 2021 09:18:20 GMT

Hi Leanne,

Yes I’m being told to call 222 and then enter my PIN number followed by hash key

Evelyn

Re: Can't access voicemail without a PIN

Leanne_T — Sat, 09 Oct 2021 09:25:54 GMT

Thanks @Evelyn28

In this case, please follow @bristolian's advice and give us a call on 150. If you select the technical support option when you call, the team will be happy to help you get this looked into 🙂

Leanne.

Re: Can't access voicemail without a PIN

Evelyn28 — Sat, 09 Oct 2021 09:30:20 GMT

THanks! I have never actually set up (or indeed needed) a pin for my voicemail. It’s the sort of thing I’d remember I think. I’ve had the same phone for many years.

So I just want to revert to my previous mode of calling the number to retrieve my voicemail but without the faff of adding in a pin that I don’t have and don’t know how to set.

Any idea how to do that?

Thanks very much

Re: Can't access voicemail without a PIN

Leanne_T — Sat, 09 Oct 2021 09:34:47 GMT

Hi @Evelyn28

You would need to give us a call and the team will help you with your voicemail.

Thanks.

Leanne.

Re: Can't access voicemail without a PIN

bristolian — Sat, 09 Oct 2021 09:54:34 GMT

@Evelyn28 wrote:

So I just want to revert to my previous mode of calling the number to retrieve my voicemail but without the faff of adding in a pin that I don’t have and don’t know how to set.

There is a menu option within the voicemail options to enable/disable "PIN required" when you call voicemail.

This won't alter the forgotten PIN situation - that needs to be reset via EE C/S.

Re: Can't access voicemail without a PIN

Northerner — Sat, 09 Oct 2021 11:04:19 GMT

Hi @Evelyn28

I'm sure you can reset this by deactivating voicemail, restarting your device and then activating again.

Thanks