A new voicemail problem

[Neilbytheriver]

Hi hope someone can help.  People have left me voice mails.  I have also left myself a test voice mail.  The icon on my iPhone says I have 5 messages, and the most recent one even appears as a written message on my notification screen.  BUT when I call EE voicemail it says “you have no messages” .  I know I have messages, I’ve even called myself from another phone and left a message.  Where are they?  

[bristolian]

Are you using iOS visual voicemail or EE's standard network voicemail?

Your reference to the 5-message icon suggests to me, visual voicemail. When were you last able to retrieve messages?

[gaz2023 · Accepted solution]

Hi @Neilbytheriver,

Looks like you might have Voicemail Live active on the handset and either standard Voicemail or Visual Voicemail active on your network account.  Voicemail Live is a fairly new feature on iPhones so it may have only recently appeared on your phone.

Voicemail Live is where the messages are stored directly on the phone if the handset picks up the call before it diverts the call to your networks Voicemail mailbox (This explains why there is no message when you call 222).  However if the handset is switched off or out of signal then the calls are picked up by the Network (standard or Visual Voicemail) mailbox.

You have two options if you want all messages to be in one place.

1, Disable Voicemail Live and all messages will be picked up by the standard network mailbox (you call EE to listen to them)

Turn off Live Voicemail

To turn off Live Voicemail, do the following:

1. Go to the Settings app on your iPhone.
2. Tap Apps, then tap Phone.
3. Turn off Live Voicemail.

More details on Live Voicemail can be found here: Set up Voicemail on iPhone – Apple Support (UK)

2, Leave Voicemail Live enabled and activate Visual Voicemail (Free service) which will allow all your messages to be seen and listened to in the same place on the handset you are seeing them at the moment. 

Send ‘Visual ON’ to 150

You will then receive a confirmation text to advise it is active.

More details on Visual Voicemail can be found here: Visual Voicemail | Mobile Help | EE

Hope this helps

[bristolian]

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@gaz2023 wrote:

Looks like you might have Voicemail Live active on the handset and either standard Voicemail or Visual Voicemail active on your network account.  Voicemail Live is a fairly new feature on iPhones so it may have only recently appeared on your phone.

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Well every day's a school day!

I do wonder what sort of eco-system allows two (apparently) conflicting voicemail systems to co-exist, and of course you're naturally opted into the newest without explanation.

I digress from the help being offered here.

[Neilbytheriver]

Thanks.  You were absolutely right.  Switching off live voicemail means I can now hear recorded voice mails for the time in ages.   Funny how disabling something feels like progress!!!!!!!!!


Sent from the all-new AOL app for iOS

[Neilbytheriver]

My thanks to everyone who has responded.  As people suspected, Apple's live messages service was intercepting the messages before they got to EE's system.   so disabling the Live messaging means at last I can now hear the messages people leave for me............