Visual Voicemail Error 9999

Thank you for reaching out to us regarding your visual voicemail @CMayo.

You'll need to set up your visual voicemail service again if you recently changed your SIM card by reinstalling the AT&T Visual Voicemail app. Ensure that you have 4G LTE data enabled as this is needed for visual voicemail.

You can also sign in to your myAT&T app, and click on voicemail mail support. It will direct you to reset your password to fix voicemail issues.

If this doesn't work, check out our troubleshoot & resolve to help fix visual voicemail concerns. You'll need to sign in for more personalized troubleshooting steps.

Let us know if this worked for you! Thank you for reaching out to the AT&T Community Forums.

Marilyn, AT&T Community Specialist

I posted in AT&T Community Forums->Wireless->AT&T PREPAID->Account & Usage so hopefully, I didn't need to specifically identify myself as a prepaid customer, but:

>>You'll need to set up your visual voicemail service again if you recently changed your SIM card by reinstalling the AT&T Visual Voicemail app.

I found a Visual Voicemail install link at https://play.google.com/store/apps/details?id=com.att.mobile.android.vvm which reports that I have "No eligible devices for app install" despite the fact that my Samsung Galaxy A32 5G (SM-A326U) already has Visual Voicemail installed and my Visual Voicemail was working when the phone and account were new. My Samsung Galaxy A32 5G (SM-A326U) is listed in the device select list, but is disabled. My phone displays an AT&T login when booting up and my plan ($30 Monthly Plan) does include Basic/Visual Voice Mail. Is my device compatible?

>>Ensure that you have 4G LTE data enabled as this is needed for visual voicemail.

I find no data setting for 4G LTE enable/disable (Android 12). 2G data is enabled.

>>You can also sign in to your myAT&T app, and click on voicemail mail support. It will direct you to reset your password to fix voicemail issues.

I find no mention of voicemail, visual or otherwise, in the myAT&T app. Can you be more specific? Also, please note that AT&T Support had me re-setup my general voicemail yesterday.

Thank you for that information.

We can see that your stated you already reset your voicemail but here is a link that is specifically for your device with information on How to set up and access voicemail! This is just to provide steps and specific information about your devices voicemail in case it is needed!

You can use this link to troubleshoot your visual voicemail. We have already selected your device to save time, so all you have to do is go through the troubleshooting tool!

Is your device displaying 4G at the top? If so, you should be good to go as far as having 4G enabled.

Let us know!

TT, AT&T Community Specialist

Thanks for that. The troubleshooting tool is just another step-by-step troubleshooter - Voicemail is not working -> How are you accessing voicemail? -> Viewing voicemail -> What's not working -> You can't get your voicemail -> Able to access internet using mobile data -> Yes -> Here is a tutorial for accessing Visual Voicemail* -> Did this fix the issue -> No -> Hmm... something isn't working on our end. Give it some time and try again later.

* Visual Voicemail tutorial step 1: Tap the AT&T Visual Voicemail app - There is no AT&T-branded visual voicemail app, just an app labeled Visual Voicemail v. 16.1.00.30. As reported earlier, I attempted to download https://play.google.com/store/apps/details?id=com.att.mobile.android.vvm and was told I have no eligible devices for that app. When told to make sure VV is "on," the instructions don't seem to correspond to my phone/Android version. There is no Visual voicemail "system app," just the regular app, and when I tap into app info, there's no "off" or "on" selection, just a "force stop" function like any other Android app.

Regarding 4G, my phone says 5G or it says nothing. I have found no 4G-specific settings parameters under mobile data or in any other area of settings. Mobile data settings does contain an "Allow 2G Service" parameter, which is set to "on."

So given that 1) Google Play says my device isn't compatible with ATT Visual Voicemail and 2) My Visual Voicemail app says to "contact [VERIZON] customer service at 800-922-0204 and tell them the error code is 9999," the problem seems to be more in my not having the correct Visual Voicemail app. My installed Visual Voicemail version is 16.1.00.30 - does that version correspond to a recent/current AT&T voicemail app version?

Thank you for getting back and keeping us updated, CMayo.

Let's try troubleshooting the Visual Voicemail app based on the information you've given us. We understand that you've checked the app's information, this time, try checking if the feature's enabled by going to Settings > Apps, Applications or Application Manager > Visual Voicemail > Enable. If Visual Voicemail doesn't show up, try Menu or more > Show system apps > Visual Voicemail.

Other app troubleshooting options include the force stop function you mentioned earlier, along with clearing the app's cache. If you haven't already, try using both of these options to get the Visual Voicemail app working again.

We also understand that you were unable to reset your voicemail password earlier due to a connection error code, however, we recommend you try resetting your voicemail password if you haven't done so already. This may be the cause of this error, so please share the results with us if this helps or if you're still getting the same error code from earlier.

Please keep us updated, so we can look into this further if needed.

Dylan, AT&T Community Specialist