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Voicemail

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Last updated by Christian Robinette

This guide provides voicemail support information for both the CDMA and GSM networks. Ting offers free voicemail service and can support some visual voicemail systems noted below.

Voicemail troubleshooting steps have been included at the bottom if you are having trouble or please get in touch with Ting support if needed.

How do I set up voicemail for the first time?

  1. Enable voicemail in Device Settings on your account.
  2. Follow the instructions below for the network your phone is active on.

Note: Completing the steps outlined in Voicemail setup for CDMA Motorola phones running Nougat and up is also needed for those phones. Some BYOD phones also require programming the voicemail number.

CDMA phones

  1. Press and hold 1 on the dial pad.
  2. You will be automatically connected to your mailbox and be prompted to initialize your mailbox for the first time.
  3. When prompted, enter a 4-10 digit password, then press #
  4. Press # to keep the password or press * to change it.
  5. Choose your greeting type:
    1. Press 1 to record your name announcement or
    2. Press 2 to play your 10-digit phone number instead of your name announcement
  6. Choose a personal or automated greeting:
    1. Press 1 record personal greeting or
    2. Press 2 standard automated greeting
  7. Choose your security level:
    1. Press 1 to disable your password login when checking your voicemail or
    2. press 2 to enable your password login when checking voicemail (recommended)

This concludes your voicemail setup.

GSM phones

  1. Press and hold 1 on the dial pad, or dial *123 and then press call or send, or tap the voicemail icon on your phone.
  2. You will be automatically connected to your voice mailbox and be prompted to enter your password; your password is the last 4 digits of your phone number followed by the # key.
  3. When prompted, enter a new 4-9 digit password, then press the # key. You cannot use repetitive or sequential numbers.
  4. Press # to keep the password or press * to change it.
  5. Choose your security level:
    1. Press 1 to enable your password login when checking voicemail (recommended).
    2. Press 2 to disable your password login when checking your voicemail (except for when you're roaming or calling from another line).
  6. Record your name.
  7. After your record your name, press #.
  8. Press 1 to save the greeting, 2 to erase and re-record and 3 to listen to it.
  9. Choose your greeting type:
    1. Press 1 to record a greeting.
    2. Press 2 to play your recorded name.
  10. Press 1 to save your greeting, 2 to erase and re-record and 3 to listen to it.

This concludes your voicemail setup.

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How do I access my voicemail from another line?

  1. Dial your number from the external line
  2. When your voicemail greeting begins, dial * and when prompted enter the password

How many voicemail messages can be stored and for how long?

Your mailbox capacity depends on which network your phone runs on. No new messages can be saved when your mailbox is full.

CDMA network

  • 30 Messages can be stored
  • Unplayed/unsaved messages are deleted automatically after 20 days
  • Saved messages are deleted automatically after 30 days

GSM network 

  • 15 Messages can be stored
  • Unplayed/unsaved messages are deleted automatically after 14 days
  • Saved messages are deleted automatically after 14 days

What if I forget my voicemail password?

CDMA phones

You can reset your voicemail by logging into your Ting account and disabling then re-enabling the voicemail feature on your Device Settings page. This will delete any voicemail messages that you have but will allow you to set up your voicemail again with a new password. You can also get in touch with us so that we can reset your voicemail password in a way that does not delete any messages.

GSM phones

Dial # 793 # and send/call on your phone and your voicemail password will be reset to the last 4 digits of your phone number. None of your messages will be deleted. We recommend that you change your password again after this. For iPhone, you can also reset the password by heading to Settings > Phone and tapping Change Voicemail Password.

Am I billed for calls that go to voicemail?

No. If a call goes to your Ting voicemail, you are not billed for that. Calls from your Ting phone to check your voicemail are also not billed. These calls will be displayed in the usage as free.

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Can I recover a deleted voicemail?

No. Once a message is deleted, it cannot be recovered. Also, if the voicemail feature is disabled and re-enabled, the voicemails are deleted and cannot be recovered. 

8. What are the voicemail commands I can use?

CDMA phones

  • Press 3 to advance the message a few seconds
  • Press 4 to replay the message
  • Press 5 to rewind the message a few seconds
  • Press 7 to erase the message
  • Press 9 to save the message
  • Press 0 for more options 
  • Press the star (*) key to end the call

The native visual voicemail app on an Android or Windows phone will allow for replying to and/or forwarding messages but these messages are sent as texts to the receiver and require them to call another number to retrieve them; the native visual voicemail feature on the iPhone does not allow for this. On Android, Windows, and iPhone, there is an option to call back the person who left you a message on the visual voicemail app.

GSM phones

  • Press 1 to rewind the message
  • Press 11 to restart the message
  • Press 2 to pause or unpause the message
  • Press 3 to advance the message a few seconds
  • Press 33 to fast forward to the end of the message
  • Press 5 for message information (like the number that the call came from and the date and time that it was left)
  • Press 7 to erase the message
  • Press 9 to save the message
  • Press 0 for more options 

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What happens to my voicemail when roaming?

CDMA phones

If you're roaming domestically or you only have access to Wi-Fi you may not receive voicemail notifications. Visual voicemail will not function when roaming as cellular data is required.

GSM phones

Even if you don't normally use a password to access your voicemail, you'll need to use the password you set up to retrieve messages while roaming. When you dial into your voicemail, you'll be prompted to leave a message; press the * key and enter your password. Visual voicemail will not function when roaming as cellular data is required.

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What is visual voicemail?

Visual voicemail is a system that allows a user to view and/or listen to their messages without calling their voicemail box and offers a visual interface to view and navigate through the messages. Visual voicemail is a service that will work with most newer phones. While we do not offer a Ting specific visual voicemail app we can support visual voicemail on some phones that come with the software pre-loaded. 

Note: Cellular data is required for visual voicemail.

CDMA phones

Ting can support visual voicemail using the visual voicemail app on Sprint® phones and many phones with visual voicemail built into the operating system. 

If you have an iPhone 5 or later and are able to update to iOS 10, you can get visual voicemail. Visual voicemail can take up to 24 hours to enable. If your iPhone is up to date here is how to set up Ting visual voicemail for iPhone.

For Android phones that have visual voicemail built into the operating system, we are able to support the feature in most cases provided the phone is able to connect to cellular data.

There are 3rd party apps that provide the function, like Youmail for example, if your phone is not able to use visual voicemail with Ting.

GSM phones

Ting can support visual voicemail using a carrier specific app from our GSM network provider and many phones with visual voicemail built into the operating system.

If you have an iPhone 5 or later and are able to update to iOS 10 and install the Ting carrier update you can get visual voicemail. If the phone doesn't automatically pick up the carrier update, you can prompt the phone by doing this.

  1. Open Settings
  2. Open About
  3. Check Carrier Version, if it says Ting 28.4 or up, then the update applied
    If not, then you will need to tap the Carrier Version until the phone prompts you to accept the update.

Visual voicemail can take up to 24 hours to enable. If your iPhone is up to date here is how to set up Ting visual voicemail for iPhone.

For Android phones that have visual voicemail built into the operating system or T-Mobile branded phones we can offer this service provided the phones is able to connect to cellular data. This includes some factory unlocked phones from the Nexus/Pixel/Moto E/G families and most new unlocked phones coming out are being equipped with this option.

If you wish to disable visual voicemail completely, instructions can be found in the in the link below.

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What is voicemail to text?

Voicemail-to-Text is a CDMA trial service not offered by Ting. If that is on your phones when you receive it, the service will automatically stop running 30 days from the time that the phone is activated.

Disabling Voicemail-to-text

  1. Tap Voicemail app
  2. Tap Menu
  3. Tap Settings
  4. Tap Manage subscriptions
  5. Tap Unsubscribe

Other unsubscribe methods

  1. On the main page of the Voicemail app, there may be a "P" icon. Tap on that and then on Manage Subscription. From there, tap Unsubscribe.
  2. Tap the voicemail message that explains Voicemail-to-Text and tap the "Unsubscribe" button.
  3. If the Manage Subscription or Unsubscribe options are grayed out, try enabling data or connecting the phone to a Wi-Fi network and then attempting to access these settings again.

How many rings before Ting voicemail connects?

Across our CDMA and GSM networks, the ring time is 23 seconds unless the call is declined manually by the receiver. A shorter ringtone will generate more rings, but changing the 23-second setting is not possible at this time. This is a network standard used by both our CDMA and GSM partners. 

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Voicemail troubleshooting

What if I can't set up voicemail using any of the steps?

First, check that the voicemail feature is on from your Ting account. Next check that the correct voicemail number is programmed on the phone. Extra setup is also required if getting the feature code you have entered is not valid. Message 1 switch 384 on a CDMA Motorola phone.

What if I can't access visual voicemail?

Android

  • Is this a factory-unlocked phone with built-in visual voicemail or a carrier-issued phone preloaded with visual voicemail for a network Ting supports?
  • Are there any pending OS updates you can download?
  • Is data connecting?
  • Are you in a roaming area?
  • Is the voicemail number correctly programmed into the phone?
  • Have you disabled any call forwarding?

If you have answered yes to all of the above get in touch with Ting support so we can help.

iOS

  • Are there any pending iOS updates you can download?
  • Have you tried Resetting the network settings on the iPhone? This can be done from Settings > General > Reset
    Note: This will erase any saved WI-Fi passwords

There is often a delay when looking to set up visual voicemail for iPhone for the first time that can take up to 24 hours. If you have completed the initial voicemail setup and more than 24 hours have passed please get in touch with support for help getting that setup. 

What if visual voicemail stops working?

If visual voicemail stops working it is always best to refresh the network connection by restarting your GSM phone or running a profile update on your CDMA phone. Check that cellular data is connecting and for any updates to the OS/iOS. Get in touch with Ting support if still having trouble after updating. 

What if I am not getting voicemail notifications?

Voicemail notifications will not arrive if you are in a roaming area or when you are using visual voicemail and are unable to connect to cellular data. Otherwise, it is best to troubleshoot your voice services:

What if the voicemail notification will not turn off?

This is most often caused by a disconnect of the voicemail system which hasn't sent out a notification to the network that the messages have been read. 

This can be fixed normally by following the steps below:

  1. Leave a voicemail on the number.
  2. Check messages and delete (this can be done via landline or mobile phone).
  3. Wait for 'exit' command to disconnect.

If the notification is still there restart your GSM phone or run a profile update on your CDMA phone.

What if callers cannot leave me a voicemail?

Call your mailbox to make sure it is not full. If forwarding calls check your setup as this can also prevent voicemail from working. Check that you have a signal on your phone and the Ting account features to make sure there is nothing stopping voicemail from working. 

 

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