IPHONE 12 VISUAL VOICEMAIL GONE

I guess I was more fortunate. I activated my iPhone 12Pro on ATT, but changed providers to Verizon two days later. I don’t know what my voicemail status was for the two days of ATT, but I had no visual voicemail on Verizon (only call in voicemail). I contacted Verizon via chat and their rep efficiently (via text) updated some settings, had me reboot, then they reset the network and I rebooted again - and viola, I had my visual voice mail back. Kudos to Verizon for their effective service.

Me too. Called ATT multiple times. Not all reps know about it. 1st rep didn’t know about it.

called back got a wonderful lady in WV- she knew everything . Set it up in 2 minutes. It just has to be activated on your account. Good luck!

I did this last night and when I called att they were able to reprovision the voicemail but the last four months of messages are missing. The att rep told me I used something else for voicemail the last four months because it was disabled since October. I informed the att rep he was incorrect since I only have had att and an IPhone since the iPhone 3g and have received and returned many voicemails in the last four months. At this point I had been on the phone over an hour 30 minutes of which was waiting just to get to the rep and since I had to work in the morning I had to end the call and will pick this up again today to see if I can get the last four months of voicemails back. I tried a reboot of my phone as well as a hard reset and the last four months of voicemails are still missing. If this is happened anyone else I would appreciate your advice. Thanks!

So I spent a good part of the afternoon with AT&T on this issue... turns out I bought a 12 at the Apple Store (I left my 10s on my car roof and drove off, leaving it somewhere unfindable). But they needed me to get it activated at AT&T store (almost next door here in Boulder)... guy at AT&T store used a different SIM than the one supplied by Apple So the ICCID and the IMEI numbers were not correct... they are supposedly reconciling those now, but it is requiring a supervisor call back from AT&T. No extra $5.00 and no reactivation stuff (tried everything). If this works, will report back, but it might be an unusual cause.

MrBill1 wrote:

Me too. Called ATT multiple times. Not all reps know about it.

The problem facing carriers (mostly their own fault) is that there is a lot you need to know to provide good customer support. Most of it is in an online knowledge base (KB), but the CSR still must know how to search that. Setting up VVM is certainly in the KB, and more experienced CSRs have experience doing it, so if you’re lucky you will get one of them.

Support is also not a profit center (although they try to make it one by having CSRs upsell services), so they keep the cost down in any way possible, through low salaries and pressure on CSRs to keep calls short. And it’s a lousy job, because callers yell at you for failings of their employer. It takes 9-12 months to train a CSR in everything they need to know, and turnover is high; most CSRs quit in less than a year.

The result is that some CSRs say they can’t help just to keep the call short. As a customer you can ask for the call to be escalated, which brings on “tier 2” reps who are better paid and better trained, or call back in the hope of getting a better-trained CSR (as you did).

For Visual Voicemail to work you must have cellular data on; it cannot use Wi-Fi. If your have it on, and you have restarted your phone→Restart your iPhone - Apple Support and it still doesn’t work you need to contact Verizon; voicemail is totally a carrier function.

Yeah, I did that too. They had to reprovision the vm but the last four months of vm are gone. After a week of calling support and broken promises I ended up with tier 3 tech support and they still can’t explain why vm was removed or why they can’t get ALL of it back. I’ll be leaving ATT.

Called Tech support, I needed to turn off my WiFi so it would connect to T-Mobile. Not sure if it's the same for Visual VM.

You don’t need a new phone, and if it helps it will just be a coincidence. But it probably won’t fix the problem, anyway. AT&T needs to escalate the issue to someone who knows what they are doing.

It doesn’t matter who your carrier is. Visual Voicemail is controlled 100% by the carrier, so you need to work with them to resolve the problem. Sometimes just restarting the phone will fix Visual Voicemail, unless it is not correctly configured in your carrier’s account settings.

It has nothing to do with your phone. The visual voicemail on your phone is just a mirror of what is on AT&T’s voicemail server. If something is deleted from AT&T’s server it disappears from your phone. If you delete a voicemail from your phone it is removed from AT&T’s server.

And if AT&T resets your voicemail all messages prior to the reset are deleted, and are unrecoverable.

jsjacobson1 wrote:

I have a new iphone 12 mini and I have the same issues with T-mobile.

And the answer is the same:

If the tab is not present on your phone voicemail is not activated on your carrier’s network. You must call them to get this corrected.

Visual Voicemail is 100% the responsibility of the carrier. And note that it requires cellular data, so it won’t work if cellular data is off.

I have Tmo and the same issue. They removed and added the voicemail back on, reprovisioned my acct and resynced with network and it still isn’t working. I didn’t start having the problem until the last apple software update.

Voicemail is controlled by your carrier. You need to contact T-Mobile’s tech support to fix it.