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c_brookhart's profile

Scholar

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221 Messages

Tue, Jan 25, 2022 10:23 PM

New voicemail messages fail to download

On two occasions so far (about a month apart from each other), new voicemail messages have failed to download. A message is displayed stating "please wait while message is downloaded" or something similar. I have to call support and have my phone taken off and re added to the network. I would prefer not to reset network settings if this is what the ultimate solution is to not having this happen anymore. Device in question is the S21 Ultra.

ATTHelp

Community Support

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196.2K Messages

7分前

Hello @,

 

We'd be more than happy to take a closer look into why your voicemail messages are failing to download.

 

When exactly was the last time that this occurred?

 

Have you experienced this issue again since you called support?

 

Also, did they recommend you reset your network settings?

 

What troubleshooting steps have you completed so far?

 

Please let us know.

 

In the meantime, we recommend using our troubleshoot & resolve tool to fix voicemail issues. Simply select your device and the issue, then follow the steps to find a solution.

 

We hope this helps and look forward to hearing back from you soon!

 

Sean, AT&T Community Specialist

Scholar

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221 Messages

7分前

The last time i had voicemail issues was on 12/18/21 - new messages would not download.

After that, I had voicemail issues on 12/27/21. This time, there was a new message indicator but no message to go with it.

I next had voicemail issues on 1/25/22 - new messages would not download.

Since 1/25, there haven't been any voicemail issues. On one prior contact it was mentioned resetting network settings. The solution has been that I have to call in and have my phone taken off the network and then readded in order to get voicemail messages.

ATTHelp

Community Support

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196.2K Messages

7分前

Hello, @c_brookhart! There are a couple of steps you can try which can help resolve your experience.

 

First, make sure that you are in a coverage area. Your phone needs a wireless connection to receive calls, access voicemail, download Visual Voicemail messages, and get voicemail notification alerts.

 

Reach back out and let us know the signal strength of your device, whether poor or strong.

 

Also, as recommended at Mobile Voicemail Help & Troubleshooting: AT&T Forum Solutions, it may help to reset your password.

 

Reset Password

 

Make sure that you are in an AT&T wireless coverage area or you won't be able to create a new voicemail password.

  1. Go to your account overview and open the My Wireless section.
  2. Scroll to My devices & add-ons and choose the device you want to manage.
  3. Select Manage my device.
  4. Under Device options & settings, choose Reset voicemail password and follow the prompts.

Under the section Troubleshooting there are other steps you can take:

Give this a try and let us know how it works. If your experience persists, there are additional steps that we can take that can help get you a definite resolution.

 

Lar, AT&T Community Specialist

Scholar

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221 Messages

7分前

It's the visual voicemail that's the issue. A new message is left for me. I try to play it and get a notice that says to wait while message is downloaded OR I have a new message indicator but no message to go with it.

How is resetting the voicemail password going to resolve this? Better yet, why have there been multiple issues with the voicemail?

ATTHelp

Community Support

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196.2K Messages

7分前

Thank you for clarifying the feature that you're seeking assistance with, @c_brookhart!

 

Several customers have reported that resetting their voicemail password helped resolve unexpected trends with basic voicemail.

 

For Visual Voicemail, try resolving your current experience by clearing the cache and data of the app. Visit our Device Support center where you will learn how to do just that.

 

After selecting your device's make and model, choose Troubleshooting followed by App Troubleshooting.

  1. Swipe down from the Notification bar, then select the Settings icon.

  2. Scroll to and select Apps > Voicemail app > Storage > Clear cache.

Let us know how this works for you. If there are any other unexpected trends that you are encountering with voicemail please let us know so that we can provide support.

 

Lar, AT&T Community Specialist

New Member

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2 Messages

2分前

This worked for me.  Cleared the cache, didn't fix it.  Then, I cleared the data, fully expecting to reset up Visual Voicemail?  Got the introduction screen to set up Visual Voicemail.  Clicked on it.  Brought me to the Visual Voicemail page.  Call was downloaded and nothing else changed?  VVM was still setup, greeting and everything...

Scholar

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221 Messages

2分前

The thing is, I've had this issue happen multiple times.

First changed voicemail password, but that didn't change anything.

Entire voicemail was reset (twice) losing all messages in the process. Yes that worked, but only temporarily.

I changed devices to see if that would do anything, but it's happened on my new device twice.

The last two times, a new voicemail was received later in the day that pushed the original message through.

I cannot determine if it's something I'm doing that's causing this (phone is turned off while at work and then I turn it on when I leave). Phone is on mobile data from the time I leave home until the time I return home. In the period from turning on the phone at the end of workday until I get home and then while at home (on WiFi), no change to the voicemail. Is it the area I'm in that just doesn't have good coverage? Is it the combined text, email, and voicemail at the end of the day that it's just too much to process?

Scholar

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221 Messages

2分前

Another day and another stuck voicemail that I can't playback via visual voicemail. At this point, is this does not get resolved then I'm going to look at moving my service to another carrier.

I'm not the only AT&T customer with this issue and it's been ongoing now for over six months. The "please wait while message is downloaded" is now occuring about every two weeks. This seriously needs to be corrected.

Saying that the S22 Ultra (or the S21 Ultra) is not compatible with visual voicemail just doesn't make any sense at all.

New Member

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2 Messages

2分前

Why don't you use another VM Service.  I get the fact that you have ATT and it should work, but it doesn't.  My cell is my lifeline to my business.

https://www.lifewire.com/best-visual-voicemail-apps-4173060

If mine didn't get resolved quickly, I would of went to youmail in a heart beat...

Scholar

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221 Messages

2分前

It seems that Youmail will only work going forward. I still have a voicemail that won't download.

The fact is, visual voicemail worked for me going back to the S10+ when I came to AT&T in 2017. It continued working when I upgraded to the S21 Ultra, until some update back in November of last year. It hasn't worked properly since then.

It takes an extreme amount of patience and effort when starting with social media support because the issue isn't fully understood. Trying to call in to support is hit or miss.

What if this is all conveniently network connectivity issues? I mean there were times I had no data at all and had to rely on WiFi; so I'm paying monthly service costs to use WiFi? There's got to be something to explain why this keeps recurring about every 2-3 weeks.

Maybe the solution is to just use Google voice and forward my cell phone to my work phone each day?

Scholar

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221 Messages

2分前

Working this issue via the office of the president at AT&T, but getting nowhere in terms of a resolution or even a response to my latest message sent.

I work this issue via social media and no surprise that it's extremely difficult to understand then on the phone so I have to continue with Twitter messages. First escalation attempt had a resolution of 6/29. I get a call from tech support, but of course it's while I'm at work. Guess what, they leave me a VOICEMAIL. Now since I had Youmail, I could see the transcript of the message and it basically indicated, call us back if you're having any additional issues.

Seriously? One call attempt and you leave me a voicemail when I'm having issues with voicemail and they basically declared the issue resolved. TWO callbacks to the tech department and nobody can bother contacting me. A second escalation request is filed now with a resolution of 7/6.

So I guess I just keep waiting when I've already been waiting on EVERYONE at AT&T to fix this for over six months. Absolutely unacceptable do this is being addressed.

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