Tutor
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4 Messages
Visual Voice Mail Not Active
On my first visit to AT&T, "R" tried to set up my phone with Visual Voice Mail and also told me I could activate my AT&T account app when I got home. But I couldn't run the app because he didn't bother to set up an account password while I was in the store. The Visual Voice Mail didn't work either. The store had just closed, so I had to call AT&T's help desk to get both an online account password and a voice mail password.
On my second visit, "E" tried to tell me that AT&T's visual voice mail feature did not provide any translated text. "Then it's not visual," I said. Then he said it didn't work on Samsung phones. Next he tried to tell me the VVM feature was not available to prepaid customers. Really? Does AT&T just let their reps make stuff up?
"R" - the same person from my first visit - took over. He downloaded a different app called AT&T VM Viewer. An error message came up when he tried to use the app for the first time so he called the Help Desk. After being on hold for a few minutes, he handed the store phone over to me and asked me to explain the problem to the operator when they picked up. The error message dropped off the screen of my phone and I tried to get back to the screen that prompted me to send a report to the Help Desk. I could not log in, however, because the password I previously selected for voice mail access does not work for the new app. This is two apps that AT&T has asked me to run without first setting up the password.
Attempts to email the "Login Failed Problem report" are not accepted by the AT&T server, even when using the temporary password that was texted to me. And the mail box at voicemailviewer-problems@um.att.com is too full to accept any messages!
And the Visual Voice Mail and AT&T VM Viewer apps are still not working.
Any assistance would be greatly appreciated
ATTHelp
Community Support
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231.8K Messages
5 years ago
Hi @Carey54
Thank you for reaching out to us today. We'll be happy to assist you.
Which Samsung device do you have? Did you get it from AT&T or did you bring it from another carrier? What is the exact text of the error message you're getting? With more details, we'll have a better idea of how to proceed.
Darais, AT&T Community Specialist
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Carey54
Tutor
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4 Messages
5 years ago
Thank you for reaching out to me. I hope you can help resolve my problem. I
also hope you or someone else at AT&T can do something about store
representatives who are not helpful and who are sometimes outright
dishonest.
I have a Samsung Galaxy S9 which I purchased new from T-Mobile. The phone
is now unlocked.
After one store rep installed the AT&T VM Viewer app he tried to launch it.
He couldn't sign in because no password for the app had been assigned yet.
(The same thing happened a few weeks earlier with the AT&T account
management app. I'm blocked from running the app because I don't have a
password. Shouldn't the app prompt me to choose a password the first time I
launch it rather than prompt me for a password which I can't possibly have
yet? Do I have to call and wait on hold for someone to give me a temporary
password every time I launch an AT&T app for the first time?) The error
message displayed toll-free numbers for Digital Voice Mail and Unified
Messaging.
Two visual voice mail apps are running on my phone.
1. AT&T VM Viewer: I cannot get into this app because I do not have a PIN
or a password.
2. Visual Voice Mail: The visual feature is not running but I can receive
audible voice mail messages.
Any assistance you can provide will be greatly appreciated.
Regards, Alan
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formerlyknownas
ACE - Sage
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117.4K Messages
5 years ago
1. Visual voicemail is not available for android phone on prepaid. You have standard VM only
2. Call and have VM password reset.
3. Re non carrier phones: you may notice somethings will not work, like Wifi calling.
4. Samsung removed transcription from phones in recent update and it’s not in the S10 series phones.
5. At&t Voicemail viewer is for home phone.
Voicemail types:
A) basic Voicemail you call in and enter code and listen to messages
B). visual voicemail, you open VM app and can see the list of calls and play in any order.
C) transcription shows the VVM in print on the screen.
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Carey54
Tutor
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4 Messages
5 years ago
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ATTHelp
Community Support
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231.8K Messages
5 years ago
Hello, @Carey54,
We understand how distraught you feel over this. When you pay for prepaid service, it covers the following thirty days. If you've decided against keeping service with us, if you don't make a payment and have no remaining balance, your service ends. Depending on the amount added, your account can remain open for 90 days.
Have a great day.
James, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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117.4K Messages
5 years ago
Only on iPhone as its built into iPhone. Just an FYI Samsung removed transcripts from its At&t phones and maybe from all S10 line up
Carriers don’t offer as much on prepaid. VVM is one of the things you DO NOT get on prepaid.
To cancel, you port your number out or stop paying.
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Carey54
Tutor
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4 Messages
5 years ago
with maybe?
Please check my earlier comments. I didn't buy an AT&T phone. I bought my
Samsung from T-Mobile and then had the phone unlocked before I brought it
to AT&T. Does anyone KNOW if I can get visual voice mail with transcription
on my phone??
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ATTHelp
Community Support
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231.8K Messages
5 years ago
Greetings @Carey54!
Allow us to assist. As confirmed by @lizdance40, currently, Visual Voicemail isn't available for Android phones on PREPAID accounts. Transcription on phones is not available on S10 series phones which was removed by Samsung in a recent update.
We hope this info helps.
Lar, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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117.4K Messages
5 years ago
It does not matter. You are using At&t prepaid for service, and At&t prepaid does not have VVM for android phones. Without VVM, there is no transcript option.
If you switch to postpaid, the At&t VVM app is available for download.
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