Phantom Three voicemail greeting wipe / deletion

[Hunain1983]

Don't know if other people are experiencing this but my personal greeting on Three Voicemail is wiped and reset to the default one every month or so. Again and again and again. People in Smarty have reported this too (uses Three network) but apparently there's no solution on place? Apparently his has been an issue since the new voicemail system has been introduced.

Any ideas what's going on? Really embarrassing as clients / other people have to tell you there's no proper voicemail greeting before you fix it - there's no way of knowing unless you call yourself daily to check?

It's likely if I call customer service they won't understand the issue or blame the user but his has just happened to me again over the last few days - automatically ? Any ideas anyone ?

Thanks !

[Hunain1983]

Had this again today. Personal greeting automatically deleted for the 8th tine and i needed to record a new one. Three keep on resetting it to default randomly. Any ideas why this is happening?

[JadeF]

Hey @Hunain1983 

That is really strange, and not something we've came across. 

We're unable to do the necessary checks from this community platform, so would kindly ask that you reach out to the Customer service team for further support.

Thanks,

Jade

[Hunain1983]

Hi Jade, I did raise it with customer service but as often is the case - have never heard back. I might raise another complaint form. So this is a known issue, with other customers in Smarty Mobile also experiencing the issue as well as Direct Customers in Three. It has started happening after the voicemail system was upgraded. So every few weeks, my personal greeting is erased and restored back to default. I only find out when I either call my mailbox to check, or when other people tell me that I have no personal greeting set up....again. it's kind of like the phantom roaming charges - Three customer services always seem to be unaware - yet there are a number of support requests open / many customers have raised the issue. Any ideas what the next course of action should be - is a complaint option the best way to go ?

[PeteG]

A complaint is an option for you, and you can do that on the complaint page. The team will register their complaint and do their best to figure out what's going on. 

[Hunain1983]

I can see that people have this problem on ID mobile as well as other virtual networks that PiggyBack off of three - and some customers are leaving as a result - because they're being told there's no issue and they are deleting the greeting themselves. This is definitely not the case. Just like with the phantom roaming charges - this is very much a network issue. Could divert calls to another voicemail. But if you don't have minutes in your plan - that's pricey. Do need this fixed as the issue does not fit a timescale - it's random, we never know when the voicemail will be reset to default again by itself.