by
EE Community Support Team

EE Voicemail: All you need to know

Voicemail is set up as standard for EE customers but is it free? Does it work abroad? What is Visual voicemail? Read on to find answers.

 

  

Is my voicemail set up already? 

 

Voicemail is set up as default for all EE customers.

 

If you’re having any problems activating voicemail or if people can’t leave you messages, try texting “VM ON” to 150.

 

This will activate your voicemail divert and give the person calling you an option to leave a voicemail.

 

 

How do I access my voicemails?

 

There are a few ways you can listen to your voicemails on your EE device:

 

Option Actions
1 Press and hold 1 or select voicemail (on an iPhone this is within the phone icon app) or dial 222
2 If you are calling from another phone within the UK dial 07953 222222 or +447953 222222 if you are calling from abroad
3 If you are calling from another phone you will need a voicemail PIN. To set this up call your voicemail (as above) and select option 3 then option 3
4 For help on voicemail for a particular phone model, go to our phones and device Help page where you can find more detailed information

 

 

Please see our EE Voicemail Help page for help on setting up a voicemail PIN.

 

 

How long will my voicemails be available for?

 

  • Your voicemail can store a maximum of 50 messages, up to 8 minutes each. New messages are stored for 21 days and after you've listened to them they can be saved and stored for a maximum of 7 days.

 

  • If a voicemail message hasn't been listened to you'll receive a free text alert to let you know it's about to be deleted. Voicemail messages are deleted automatically after 21 days.

 

 

Will I be charged for using my EE Voicemail?

 

 

 

 

What are voicemail diverts and how do I turn them on or off?

 

A voicemail divert is a setting that gives the person calling you an option to leave a voicemail.

 

If the setting is switched on, callers will have this option. If they are switched off, they won't be able to leave you a message and the call will either keep ringing or not ring at all if you're unreachable.

 

How to manage your voicemail diverts:-

 

  • Text VM ON to 150 to switch voicemail diverts on from the UK.
  • Text VM OFF to 150 to switch voicemail diverts off from the UK.
  • For help setting up a voicemail PIN see the voicemail security section on the Voicemail Help page.

 

 

Do I need to do anything if I'm going abroad?

 

Depending on where you're travelling to, you may be charged for someone leaving you a voicemail.

 

If you have an active roaming call allowance, this will be deducted from your minutes.

 

You may want to turn diverts off if you’re going abroad.

 

Destination Will I be charged for someone leaving me a voicemail?
Within the EU/EEA No
Outside of the EU/EEA

Yes - You will be charged the normal

incoming call rate for the country you're

in.

 

For information on a specific destination,

please see our handy roaming tool.

 

 

If you call the voicemail number to retreive a message, you will be charged the outgoing call rate for the country that you're in.

 

We recommend setting a voicemail PIN up before you leave the UK. You may need one of these to access your messages, depending on the roaming network that you connect to.

 

You can find information on how to do this on the EE Voicemail Help page.

 

 

Visual Voicemail - iPhone only

 

Visual Voicemail is a way to scan and manage your voicemails easily and instantly on your iPhone screen.

 

To get Visual Voicemail set up on your iPhone you’ll need to check a few things first;

 

 

 

Once you have this you're ready to go.

 

To activate Visual Voicemail text “iPhone Visual” to 150; you’ll get a text back when this has been set up.

 

If you’d like some more information on this, please see our Visual Voicemail Help page.

 

   

The EE Voicemail Help page is a brilliant place to find out more information about voicemail, including added security.

 

I really hope you have found the information that you’re looking for.

 

If you have any questions please tap the reply button below and ask away.

15 REPLIES
by Skilled Contributor
Skilled Contributor

Re: EE Voicemail: All you need to know

Hello,

 

The information regarding charges for receiving voicemails is a bit unclear.

Do you mean that if I am in a non-EU country I will be charged to actually receive a voicemail (so if my phone is switched off and someone calls and leaves a voicemail, I will be charged?), or charged only when I dial in to listen to my voicemails?

 

by Brilliant Contributor
Brilliant Contributor

Re: EE Voicemail: All you need to know

Hi @Christopher_G when I’m in the Eu I can pick up voicemails without a pin is that only required for non Eu?

 

Thanks 

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by
EE Community Support Team

Re: EE Voicemail: All you need to know

Hi @DonDino

 

Yes, if you don't have a roaming add-on and you're outside of the EU/EEA, you'll be charged the 'receiving a call' rate for someone leaving you a voicemail. 

 

If you call to retrieve the voicemail when outside the EU/EEA, that will be charged separately at the 'making a call' call rate.

 

Hope this clears that up, I'll try and make the article a bit clearer. Smiley Happy

 

Chris

by
EE Community Support Team

Re: EE Voicemail: All you need to know

Hi @Damienw1

 

I've sent a couple of emails to try and get a definitive answer.

 

I know we recommend setting up a PIN for added security anyway, but, I've sent a couple of emails to try and get a definitive answer on whether it's an EU/Non EU thing.

 

I'll get back to you when I have an answer.

 

Chris

 

 

by
EE Community Support Team

Re: EE Voicemail: All you need to know

Hi @Damienw1

 

Voicemail PINs are partner dependant, not country dependant.

 

We recommend setting one up anyway, just in case.

 

Chris Smiley Happy

by Brilliant Contributor
Brilliant Contributor

Re: EE Voicemail: All you need to know

cheers @Christopher_G

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by Skilled Contributor
Skilled Contributor

Re: EE Voicemail: All you need to know

Ah thanks @Christopher_G, I seem to remember reading about this a long time ago.

 

I think it only applies when you have set conditional forwarding to voicemail (i.e. go to voicemail if you don't answer or are on another call), where the network has to "look for you", find you are abroad and then return back to the UK for the voicemail.

 

It shouldn't (logically, or even ethically) apply where you have your phone completely turned off and calls go to voicemail anyway. This is because if I have my phone turned off EE can't know if I am abroad or not - and even if I was abroad last time EE pinged me, I may have returned to the UK. 

 

Could you please confirm the above are true?

by
EE Employee

Re: EE Voicemail: All you need to know

Hi @DonDino 

 

I have sent an email over to the relevant team to look into this for you.

 

Many thanks,

 

Lee

by uvarvu Established Contributor
Established Contributor

Re: EE Voicemail: All you need to know

I've sent some letters to the Competition and Markets Authority and Ofcom which request that EE, O2 and Apple are investigated for anti competitive behaviour with regards to Visual Voicemail.   I suspect that commercial agreements are in place with Apple that prevent these operators from rolling out the service to Android subscribers and TBH I've had enough of the whole thing.

 

I've written a letter for the relevant EU organisation and will send that too once I have the details.

 

This whole thing has gone on for long enough, native visual voicemail support has existed since Android Marshmallow.

by Skilled Contributor
Skilled Contributor

Re: EE Voicemail: All you need to know

Hi @Lee_H, any news about this?

by
EE Community Support Team

Re: EE Voicemail: All you need to know

Hello there @DonDino

 

Do you switch your device off before leaving the UK and only turn this back on when you get home?

 

If any voicemails are left do you access these when back in the UK?

 

Leanne.

by Skilled Contributor
Skilled Contributor

Re: EE Voicemail: All you need to know

Hi Leanne,

 

I am looking to establish the charging pattern EE applies rather than focus on a single scenario of use.

There are so many variables, e.g.:

  • Switch off phone before leaving UK, switch it on only when back in UK
  • Switch off phone before leaving UK, switch it on abroad briefly / normally
  • Use phone abroad, then switch off, then switch on when back in UK

First scenario - EE has no knowledge I was abroad so couldn't possibly charge anything extra for VM

Second scenario - EE knows I am abroad from the moment I switch mobile on so any VMs that arrive from then on will be charged

Third scenario - this is the tricky one, what if a VM arrives when I am back in the UK but BEFORE I have turned my phone on again? Will it be charged? I am back in the UK so it shouldn't be, but EE doesn't know that as last time it pinged me I was abroad.

 

Also on a more general note, surely if there is no call connection taking place (i.e. incoming call only rings but is not answered) then there should be no VM charge? I mean, EE finds me abroad, rings my phone (no charges yet), I don't answer (so no incoming call charges), then takes the call back to VM (which is a UK system so why should there be any charge?). There doesn't seem to be any active call leg outside the UK (my caller is talking to an EE machine leaving a voicemail, it is all within the UK) so there should be no charges. 

What am I missing?

by
EE Community Support Team

Re: EE Voicemail: All you need to know

Hi @DonDino,

 

Let me look into this for you.

 

Speak soon.

 

James

by christiaan Investigator
Investigator

Re: EE Voicemail: All you need to know

Hi, 

 

I recently switched from Giffgaff and I can't seem to activate Visual Voicemail on my iPhone Xs (running iOS 12.1.3).

 

I've checked my iPhone to see if it needs a carrier update and it doesn't.

 

I've texted 'VM ON' to 150

 

And I've texted 'iPhone Visual' to 150, but I just get a response telling what codes I can text to 150.

by
EE Community Support Team

Re: EE Voicemail: All you need to know

Good Afternoon @christiaan

 

Thanks for coming to the community.

 

Are you with us on a Pay monthly, Pay as you go or Flex plan?

 

Speak soon. Leanne Smiley Happy

 

 

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