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c_brookhart's profile

Scholar

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237 Messages

Wednesday, June 15th, 2022 7:54 PM

Visual voicemail not working

For a period covering the last 6 months, I've periodically experienced issues with visual voicemail. There will be a new message but I can't play it back without getting an error message: "please wait while message is downloaded."

This happened multiple times with the S21 Ultra to the point where I got a replacement upgrade (S22 Ultra). Twice so far on the S22, I've had the voicemail issue. It comes up about every two weeks. 

It takes an extreme amount of effort when reporting the issue to the social media support team because they don't seem to have an understanding of technical issues. I tell them about the voicemail issues and they say "OK, you're unable to make calls. It's that correct?" I've had the voicemail completely reset to where I've lost messages and I'm not willing to have that done again. 

This started happening back in November and has yet to be resolved. This is completely unacceptable that a technical issue with an AT&T device has been allowed to progress this long without being corrected. I know I'm not the only one experiencing this issue. 

The commonality of the issue here is that it's happening on an AT&T network, Samsung device, and the Galaxy series line of phones. 

THIS NEEDS TO BE FIXED!!!!!!!

Community Support

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231.4K Messages

2 years ago

Hi there @c_brookhart.

 

We understand the importance of this feature, but it appears the Samsung Galaxy S22 Ultra is not visual voicemail capable. 

 

Thanks for reaching out to our AT&T Community! Please let us know if you have any additional questions.

 

Ashley, AT&T Community Specialist

Scholar

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237 Messages

2 years ago

The S22 Ultra IS visual voicemail capable, just like the S21 Ultra. Visual voicemail is part of the phone software so it needs to work properly. 

Scholar

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237 Messages

2 years ago

The "solution" provided is not a solution and now I'm being prompted to accept the above as an answer. There's been no resolution on this issue for over six months, despite numerous reports.

The frequency at which devices are released, it's not surprising that the device list isn't updated. All the time via social media support, I receive a link to select my device to get troubleshooting tips. The S21 Ultra wasn't on the list just like the S22 Ultra isn't.

Community Support

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231.4K Messages

2 years ago

Hello c_brookhart, we're here to help with your visual voicemail.

 

You may need to reset your voicemail password if you don't remember setting one. Here's how: 

  • Go to your account overview and open My wireless.
  • Scroll to My Devices & add-ons and choose the device you want to manage.
  • Select Manage my device.
  • Look in Device options & settings, choose Reset voicemail password.

You will receive a free text message confirming the voicemail password has been reset.

  •  Press and hold the 1 to call the voicemail system from your wireless phone.
  • When prompted, enter your new secure 7- to 15-digit voicemail password, and then press the # key.
  • Follow the prompts to complete the voicemail password reset process. To retain your current greeting(s), select save when prompted.
  • You will now be able to receive and listen to voicemail messages.

Let us know if you require additional help. 

 

Thank you for reaching out to AT&T Community Forums!

 

Carlton, AT&T Community Specialist

Scholar

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237 Messages

2 years ago

I've had to go through this process before and it doesn't always fix the problem. Again, the purpose for posting the message about this issue here is to address why it's happening across multiple devices.

New Member

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1 Message

2 years ago

Here is the the solution 👌.....go to settings>then apps then >..visual voicemail ...then >storage.. then >clear data...😁Go back into app click open & follow prompts...allow permissions. 

ACE - Sage

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117.1K Messages

2 years ago

@c_brookhart

Sorry I didn't see your post for months ago or even 3 months ago. Visual Voicemail requires a cellular connection to download the message onto your phone. 

Since you are getting a message asking you to wait for download, either you aren't connected to Cellular at the time, or the message was just left and not yet downloaded.

Scholar

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237 Messages

2 years ago

@formerlyknownas I can assure you that in EVERY instance of the voicemail issue I've experienced over the past 10 months, I've had a cellular connection. I've been in different places and on and off WiFi. It's an issue that started with the S21 Ultra and followed to the S22 Ultra. Every solution attempted has only been a temporary fix. Nothing has been done to implement a permanent fix.

 

New Member

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4 Messages

2 years ago

I have a Samsung S21 Ultra 5G phone and every several weeks or so, my visual voicemail will give me an error message if I ever press the button "refresh" to refresh to see if any new voicemails have come in.  But it will say "Either non-existent mailbox, or incorrect password". Out of the blue it will say it and then I will have to call AT&T and they will reset it and several weeks later, the same thing will happen. It has happened 3 or 4 times. 

New Member

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1 Message

2 years ago

I have s20 and voicemail does not play the messages. I get the notification, i press play and it fails to continuously play the message. ITS FRUSTRATING

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