Visual Voicemail not updating in real time

[Md61]

Looking to see if anyone else has this problem - the visual voicemail works, but messages show up only after a few days they were recorded. Typical lag is more than a week. I used Visual VM with other iPhones / Vodafone in the past with no issues. Restarting the phone or taking it to airplane mode doesn't help with the refresh. Turning off visual voicemail and turning it back on (via texting to 150) doesn't really fix it.

iPhone 14 Pro - currently on IOS 16.6 but behaviour was the same on previous IOS 16.x versions. Network Provider SIM shows up as EE 54.0 (no update available)

[Katie_B]

Good evening @Md61. 

Welcome back to the community. 

It sounds like you have tried everything I would recommend here on the community unless another user can provide some more steps to try. 

Please give our customer care team a call on 150 who can take a look into your account. 

Katie

[Md61]

I figured out what doesn't work. If you use DNS over HTTPs or DNS over TLS (such as Cloudflare, NextDNS etc), the Visual Voicemail breaks. This wasn't the case with Vodafone. Can you treat this as a bug? DNS over HTTPs or over TLS is becoming the new standard.

In particular I believe FQDN vvm.ee.co.uk has to be resolved via unencrypted DNS for the Visual VM to work, which looks like a poor design. 

[Katie_B]

Hi @Md61. 

Thank you for sharing your finds.

Our technical care team will be able to look into this and raise a ticket should this be required. 

Please keep us updated here on the community. 

Katie

[Md61]

Hi Katie,

Thank you for your reply. As it's not clear - are you raising this with the tech team? Or you expect me to phone them? 

Thanks

[Katie_B]

Hi @Md61. 

We have no account access here on the community so our technical care team will need to be contacted. 

You can get in touch by calling 150. 

Katie