Calls to disabled voicemail don't disconnect

[Anthony_C]

Hi,

I have bought a three PAYG sim for use while on a cruise. 

I won't be answering any phone calls while on ship to prevent callers from building up large fees. I also didn't want them to be able to leave a voicemail in case that also incurs a cost for them. 

I spoke with customer services to disable the voicemail feature which they did. However, now when I call my three sim from another mobile phone, when I reject the call, the phone I am calling from appears to connect to something. The line seems totally dead but the timer for the length of call is running and building up a couple of minutes. 

Is this a fault. Shouldn't the caller phone just terminate without connecting to anything when I reject the call from the three phone?

People who call me will think I have answered it but just not saying anything - and they could leave the call active for an extended period building up call charges. 

If this is a flaw and callers are possibly going to be charged, I might as well get them to turn the voice mail back on. At least that way people will probably just hang up anyway instead of leaving a message. 

Thanks for any help.

Paul.

[PeteG]

Hello. 

It sounds like your voicemail hasn't been correctly deactivated. The normal behaviour would be for the call to be diverted to an automated service that says the recipient of the call can't take the call. 

It would be best to get back in touch with the team to let them know this, and it can be corrected. It's also worth noting that people who call you while you are roaming will not be charged for those calls. The person who is roaming is responsible for any call or text charges. 

Whether you decide to correct the voicemail issue, or just enable it again, it shouldn't have any impact in terms of cost on any callers.

Pete.

[Sye]

Having same issue and three customer service says it's phone setting fault. But when I said I've put it in other phones and get the same issue and it's definitely a SIM setting issue they then tried calling and I declined them it happened to the three staff too; he wasn't sure why it's happening so I asked to try and activate and deactivate voicemail but still happening, so told me to replace SIM. Replaced SIM and still same issue. The staff in the three store couldn't figure out why it does this and said only option is to leave voicemail activated otherwise people calling will think I've answered call but am muting them as phone line completely silent although answer call timer is running. This is so frustrating and three customer service first tried to blame phone issue, but then when proved it was a the three SIM/setting issue they just said to replace SIM but this is still happening with new SIM so it's obviously a three voicemail setting issue but customer service don't know what to do and just do a blame game without resolving anything! This is pathetic to say the least!

[KateS]

Hey @Sye,

I'm sorry to hear you've had so much trouble deactivating your Voicemail feature.

I'll send you a PM with instructions on how to reach out to my colleagues who will be able to help with this. 

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate