Uniquely for you. Preorder the new Google Pixel 6.
Jazzman14's profile

Tutor

 • 

4 Messages

Mon, Oct 24, 2016 2:38 PM

Voicemail Transcription Problem NOT solved for iPhone 6s and iOS 10-0.2

I am posting this after chatting with Apple today because there is another post that indicates this problem is solved.  NOT:

 

When I get voicemails about 50% of the time I get a message on the voicemail screen of my Iphone 6S that says "Transcription not available". When that message appears the play back triangle and the message bar are grayed out and the message length shows 0.00 to 0.00 even though the caller has actually left a message. There is no way to retrieve the message and no way to disable the transcription feature. Apple had me do the reset network setting thing after doing a hard reset and all that accomplished was to lose all my network passwords which I now have to find and re-enter so beware if you decide to try this. Siri is, and has been, set up with American English. Prior to having the transcription feature I had zero problems with my voicemail. Apple really messed this one up by not doing adequate field testing and by not having an option to turn off trasnscription. Now aparantly Apple and ATT are pointing fingers at each other. Comon guys, let's get together and get this serious problem fixed!!

Contributor

 • 

3 Messages

5 y ago

I have been trying for weeks to get the transcription part working on my visual voicemail I have iphone6plus, latest updates, did the hard reset, set siri correctly, tried transcription on notepad. and from siri all works fine. NONE of my voicemails are transcribed. Please advise.

 

 

ATTHelp

Community Support

 • 

172.1K Messages

5 y ago

Hi @Jazzman14!

 

Thank you for posting your question. Any feedback that we are given on these type of issues is very much appreciated. We are partnering with Apple to get a fix for this and take care of our customers.

 

This is a “phone” feature and it appears to be a compatibility issue. I do understand that being told different things by both companies can be frustrating. I agree that after a while, it does come off as finger pointing or shifting blame. I want you to know that this is not intentional on our part.

 

I did some research on this issue and my honest assessment is that it is a known issue that is still being figured out. On our end, we don’t have an answer due to the fact that it is a manufacturer hardware or software issue. On the flip side, Apple is aware of the issue but probably just hasn’t come up with a fix so they are having you try potential workarounds hoping they would work.

 

The only thing I can say in these cases, is to try to be patient and hopefully there will be an update that fixes this soon. I totally understand when there is a feature that you like and it’s not working, it can be frustrating. Please trust that we are taking this issue serious and we are working with Apple to get a resolution for those that are being affected.

 

I wish I can tell you more at this time, but I felt that I at least owed you an honest answer.

 

Thank you for your patience!

 

Michelle, AT&T Community Specialist 

Contributor

 • 

1 Message

5 y ago

One moth later that the ATT response and it is still not fixed. 40mins on the phone with ATTand Apple support within ATT and nothing

VM 1.jpgVM 2.jpg

lizdance40

ACE - Sage

 • 

89.3K Messages

5 y ago

I looked on Apple forums.  It seems the problem is randomly occurring on ATT and T-mobile phones.  Those phones have a different processor than the one in Verizon and Sprint phones.  

But the problem is also not universal.  Suggestions are:

1.   Call 611 from your mobile and ask ATT if anything needs to be activated on their end to get this working?   Is the plan I have compatible with VM transcription?  

2.   It might be a faulty phone, in which case contact Apple for a warranty replacement.  

3.   If your SIM card came from an older phone, it might need to be replaced.

 

 

Gary L

ACE - Expert

 • 

15.8K Messages

5 y ago

The voicemail transcription is still Beta.  

Is it an official feature (like Siri was beta for a year) or not everywhere yet?

 

 

David606

Employee

 • 

3.5K Messages

5 y ago

This is an Apple feature, not an AT&T one.

 

If VVM is working on your iPhone then AT&T's service is working as it should. Because that's all the carrier side does in this regard. Transcription is an iOS feature.

Contributor

 • 

1 Message

5 y ago

I am having an issue with the "transcription not available" and on 12/10/16 I talked an AT&T customer support person and she had me set language to English (Australia) and the visual voicemail worked...for that day. The AT&T customer support person told me it was an Apple issue. On 12/12/16 I had a message (and when the transcription doesn't work the audio doesn't work) which I couldn't retrieve so I called Apple and he very specifically told me it was an AT&T issue. My daughter lives in another state and has cancer and my messages from her are IMPORTANT. HOW CAN I SOLVE THIS ISSUE?

Tutor

 • 

4 Messages

5 y ago

This is a very frustrating problem. Apple and ATT need to put some resources on this and get it solved instead of pointing fingers at each other. It seems to be random, sometimes it works and sometimes it doesn't. A quick fix would be for Apple to give us the option to turn off transcription. I guess they are too proud to do this. In the mean time you can retrieve your messages the old fashion way. Call your own phone number, enter your caller I'd password and follow the voice prompts. My prayers are with your daughter for a full recovery.

Contributor

 • 

2 Messages

5 y ago

Same issue thanks for yr old fashion way solution. I was able to listen to the message and take actions on a cancelled medical appointment miles away...just in time before traveling to the site.

Contributor

 • 

2 Messages

5 y ago

Please note that the issue I experienced above could be a result of vm not setup on iPhone 6 Plus. Now that I setup vm I noticed the unavailable transcripts appeared.
Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.