VOICEMAIL HAS BEEN DEACTIVATED

[soulgal]

My Voicemail is no longer working?? I haven't changed any of the settings. It was working perfectly well until recently. I have literally spent hours speaking to the customer service team and the (so called) Technical Team both via telephone and online chat. To be honest the Customer Service has been appalling, the "Technical" Team are just making wild guesses to try and resolve my issue.

I have made an official complaint but that doesn't seem to have made any difference either.

Can anyone on here please help as I am losing the will to live trying to deal with your overseas technical team who are clearly not trained properly to deal with "technical" matters.

If I cannot get this matter resolved then I will have no option but to escalate to the Financial Ombudsman after 28 days to allow me to terminate my contract early (penalty free) to join a network provider who can provide me with a reliable Voicemail service.

Regards

[Maxine · Accepted solution]

Hey,

We've popped a PM over to you about this. To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Maxine

[Ams]

Hi @Maxine are you able to help me with this too please? Technical team unable to get it working - and I need voicemail to work

[JonathanB]

Hi @Ams,

Sorry to hear you've been having trouble with your Voicemail service. Have you never had access, or did it stop working?

Can you try dialling *123 (star 123) from your phone, and let us know if that switches the service back on?

If that doesn't work, can you let me know what error message you're getting when you call your Voicemail.

Thanks,
Jonathan

[Ams]

Hi @JonathanB , *123 call does not connect. Your tech team had me call 123, call via the voicemail link, and multiple variations of switching on and off Live Voicemail, Airplane mode. I’m not getting an error message as such, it just says ‘you have no new messages’ when I know I have, as I have seen the transcript on notifications.

[JadeF]

Hi @Ams 

There are two types of Voicemail which are separate. Live Voicemails, are the ones that your iPhone transcribes which will take priority and you access this through the iPhone menu. Those messages won't be saved to 123. If you only want to use 123 then I'd recommend you switch off Live Voicemail, as 123 will only kick in if you have no service when Live Voicemail is active.

For further support on this, you may benefit from reading this post here: https://community.three.co.uk/t5/Let-s-talk/Introducing-Live-Voicemail/td-p/44957

Thanks, Jade

[Ams]

@JonathanB  And I have had access for years up until the last few weeks 

[soulgal]

Hi Maxine

Your colleague Jade was able to get this problem resolved for me remotely by Three in under an hour.

In future if I have any problems I will come directly to the Support Team or Social Media Team as, unfortunately, your overseas Customer Service team are not fit for purpose.

Many thanks again for your help.

Kind Regards

[jr0]

Hi @soulgal

by any chance do you have an apple device with "live voicemail"

or could be you have some call forwarding? As far as I know, voice mail should kick in on the following scenarios: when the "line" is busy, when no reply and when you not reachable.
Support should be able to see those settings on your profile.