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Troubleshooting Voicemail - CDMA Motorola Voicemail After OS Update to 7.1.2 Nougat

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Last updated by Christian Robinette

These steps are confirmed to work for the following devices:

  • Motorola Moto G4
  • Motorola Moto G4 Plus
  • Motorola Moto G4 Play
  • Motorola Moto G5
  • Motorola Moto G5 Plus
  • Motorola E4
  • Motorola E4 Plus
  • Motorola X Pure 

Since the update to Android Nougat version 7.1.2 we started seeing  Motorola G4 and G5 phones on our CDMA network that were suddenly unable to use voicemail through holding the hotkey 1.  When an attempt to use the hotkey is made you would then get the following error message:

"the feature code you have entered is not valid. Message 1 switch 384"

Error details: The new OS update changed the way the preset Voicemail number in those phones works, so that we now need to change the Voicemail number from the preset *86 to the phone number (10 digits - no spaces,dashes etc) that is active on that phone  

If you are getting a different error on these phones may be best to check that voicemail has indeed been enabled from the Ting account, via device settings, before continuing on.

Changing the Voicemail Number

Here is a guide to updating the number from your phone

1 - From the Home screen select Phone

g4_phone_app.jpg

2 - Select Menu via the 3 dots in the top right corner

g4_3_dots_VM_menu.jpg

3 -Select Settings

g4_vm_settings.jpg

4 - Select Calls

g4_calls_setting.jpg

5 - Select Voicemail

g4_voicemail.jpg

6 - Select Setup

g4_vm_setup.jpg

7 - Select Voicemail Number

g4_vm_number.jpg

8 - Erase *86 and enter your Ting phone number active on that device (10 digits - no spaces,dashes etc) in the Voicemail Number field 

g4_set_vm_numb.jpg

 

Testing

Once the change has been made a test should be done to make sure that you can access voicemail by holding down the 1 key. The phone should begin connecting as soon as the updated Voicemail Number is saved.  If you still have any issues please have a look at the Voicemail guide linked below and Get in touch if we can help

 

Also see : Ting Voicemail Guide

 

Have more questions? Submit a request

Comments

  • Avatar
    Bill Carlson

    This change applies to Motoral Moto G5 Plus as well.

  • Avatar
    Mitch Surprenant

    Bill,

    Thanks for the heads up. I'll reach out to the author to get that changed.

  • Avatar
    Mark Simons

    I have this same issue but with other feature codes as well. Like *28 and *38. Any help?

  • Avatar
    Mitch Surprenant

    Hey Mark,

    What features are you trying to enable or disable with * 2 8 and * 3 8? These instructions are just for changing the default Voicemail check that came with the latest software update.

  • Avatar
    Mark Simons

    Hi Mitch,
    I've been using PhoneFusion Voicemail to manage voicemails. So it redirects calls to their system when there is no answer.
    I've tried various codes, and it seems none of them work.

  • Avatar
    Mitch Surprenant

    You might want to make sure that Call Forwarding is enabled in your Ting dashboard. I don't know how PhoneFusion does it, but if you're in touch with their support, here's how the Ting dashboard splits up call forwarding:

    "Can use call forwarding" just means that the forwarding feature can be used, if enabled. This is required for the other two.

    "Can use call forwarding on busy/no answer" is what's known as "conditional call forwarding", that is, if you don't pick up, you can forward the call to another number. This is how some third-party voicemail apps work.

    "Can use call forwarding at any time" is also known as "unconditional call forwarding", and is what Google Voice uses to manage their third-party voicemail system.

    I can't troubleshoot a third-party app, but if the app developers need a specific feature enabled or disabled, I'm more than happy to translate the dashboard for you.

  • Avatar
    Kyle Mansfield

    Works for the MotoE4 as well.

  • Avatar
    Mitch Surprenant

    Thanks, Kyle! I'll alert the author and get that information updated in this article.

  • Avatar
    Donna Janz

    I was receiving the same error and it worked for my Moto X Pure Edition.

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