Voicemail issues on Windows Phone
Answered

I've been looking forward to being a Ting customer for quite a while, and my Samsung Ativ S Neo arrives today. I'm excited, but there's one (potential) issue on my mind. Both the HTC 8XT and the Neo have apparently been experiencing serious problems with voicemail on the Sprint network. There are threads on WPCentral, the Sprint Community Forums, XDA and the Microsoft support forums filled with people saying that if they receive a voicemail, none of the notification systems on the phone work (meaning not Visual Voicemail, or the regular icon, or the indicator light). So I'm writing this for two reasons. First, to ask are there any reports of this issue from Ting users? Second, if not, I'd like to make Ting aware of the potential problem.

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Comments

33 comments
  • Hi David,

    Thanks for feedback! At the moment, we haven't received any recent reports of customers having issues accessing voicemails on their Windows devices. I did browse through our forums and the few mentions of voicemail issues appeared to be fixed by completing a factory reset on the device upon activation. If you do find that you are running into issues, let us know and we can further troubleshoot.

     

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  • Thanks for getting back to me Siham. I activated and did a factory reset, but I don't seem to be getting any voicemail notifications.

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  • Hi David - I was just searching the forum for the same thing because I am running into the same issue with the Samsung Ativ S Neo.  Everything on the Windows Phone site says both Voicemail and Missed Call Notifications should show up on the live tiles but I am not receiving them.  I love the Ting pricing structure and so far I like the Windows Phone but without these notifications, I can't use this phone.  So while I don't have a solution, I want to back you up and let Ting know that at least one other new user is experiencing the same issue.

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  • Hey Chris, sorry to hear you share the issue. I get missed call alerts at least, but checking voicemail manually every time I miss a call gets old quick, not to mention burns up minutes. It's tough that you're even worse off! For what it's worth, my father also just activated a Neo S and is confident his voicemail works properly, though I told him to double check. Hopefully this can get sorted out, I love the phone.

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  • So it looks like the Missed Call Notification is working but the Voicemail still isn't showing up in the Live Tile Notification.  I tried looking at different settings but I see nothing obvious to solve this issue.  Besides this major issue, I am liking the phone so far and really like the Windows Phone OS.

    Question for Ting - if we can't get this voicemail issue figure out, what is your return policy?  I hate to give up this phone but I have to know voicemail is there - can't run a small business guessing about voicemail messages.

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  • I am having this same problem with my HTC 8XT. I talked with Sarah Borger in CS on 9-11-13, ticket #168402. We thought we had it fixed by doing the factory data reset which was a drag because I had already highly customized my home screen and had to redo it all again. If my phone is on and the volume is up I do get a tone and a message briefly pops up at the top of my screen telling me I have v-mail. However since the message disappears quickly and the tile NEVER gets updated or if my phone is off I have no way of knowing if I have v-mail except checking manually which is a waste of time and resources. Since I get no reception and therefore can't check my phone at my job site this is a daily issue for me. Unless this can be resolved I will have to go back to my old android handset which is unfortunate because I love Windows Phone 8! Sarah, if you happen to see this please respond back to me. I am gone for work 14 hours a day and was on a trip last weekend. I will try to call CS again this weekend, but I would like to know my options at this point. You said I could drop you a line but see no way to do that. Thanks!

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  • I'm adding this link to the thread because Sprint seems to be working on a solution.

    http://community.sprint.com/baw/thread/126869?start=210&tstart=0

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  • Hey all, Thanks for sharing and we are looking into a resolution for this as well. @Scott I see your email and will be responding to you shortly. @Chris, I've already emailed you in response to the email you sent in. @David I will be sending you a note as well. 

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  • I'm not sure what changed, but now my Visual Voicemail tile seems to work, at least partially. I don't know if it it syncs automatically, but I tapped it and it did find voicemails. So at least I can check manually easily enough. Others with this problem may want to have a test voicemail left for them and see if you can get to it through the app.

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  • I'm having the same problem and it has not yet been resolved. Samsung Ativ Neo. I'll get a missed call, then check for voicemail. Nothing.  Then this morning I open my voicemail and there are two calls I missed yesterday. This is not a good situation for me. Is there a fix for this yet?

     

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  • @Glenn

    I am sorry to hear you are having the same issue.  Unfortunately I couldn't figure out a fix  so I returned the Ativ S Neo and picked up a Samsung Galaxy SIII (Android).  The phone works perfect with none of the Windows Phone issues.  I really wanted to like Windows Phone but without the voicemail  working (amongst other things), it was a no go.

    I will say that Ting made the return relatively easy and they fully credited back the charges for the Ativ S Neo if you want to go that route.  Good luck.

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  • Just updating other WP users on this issue: Visual Voicemail tile, even if allowed to run in the background and made a large tile, does not update unless you launch the application (incurring data charges if not on wifi). Searching the SprintCare forums for answers hasn't yielded anything, nor has a factory reset fixed the issue. Interestingly, if you uninstall it, the only way I've been able to get it back to test it is to do a factory reset. It's not in the app store for me on either ATIV Neo S phones.

    On a lark, I tried the developer GDR3 update on one of the phones, but it did not fix any of the many issues with the phone on Sprint's network, including Visual Voicemail.

     

    I find it odd that a simple voicemail indicator is so broken on a smartphone when every feature phone I've had in the last 8 years hasn't had an issue with simply telling me I have a voicemail.

     

    I've opened a ticket, and Ting support is probably valiantly wrestling with Sprint to try and figure out what to do. Maybe Sprint should call At&T to figure out what they did to make WP work on their GSM network and give Ting a hand?

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  • Again, this thread is marked as "answered" but it doesn't seem to be.

    I missed multiple voicemails this weekend, and some were delayed.by days. This is definitely not solved and should be changed.

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  • Hi Jeremy. We're still looking into a resolution for this and waiting for any official confirmation from the manufacturer. We will keep all our customers updated once we have a resolution that's confirmed to work for everyone. In the mean time, this topic has been marked as answered because we've given all information we have at the moment, but we'll surely update it once more becomes available. Feel free to reach out to our support team if you want to take a look at any particular concern about your device and we'll look for possible solutions on a case-by-case basis.

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  • Just checking in here and on the voice roaming thread to see if any news is out. I doubt it, but I don't want these threads to die.

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  • No updates yet, Davide, but we have this thread open and will notify you as soon as we have a confirmed solution.

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  • This is taking really long... 7 months and no solution?

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  • http://www.digitaltrends.com/mobile/windows-phone-8-1-phone-update-list/#!DyfMg

    If you're on Developer Preview, you'll get to check out 8.1 soon. I'm hoping it changes something!

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  • Hey all, for anyone considering getting the 8.1 Developer Preview, know that it doesn't fix the problem. This isn't surprising, as this is the Microsoft only part and not the carrier specific update. With that said, the new features are awesome!

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  • Any updates on a solution for the Windows 8XT voicemail notification issue?

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  • Hi Doug,

    No updates at this time. We will be sure to let our customers know once a resolution has been found that is confirmed to work for everyone.

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  • I just picked up a windows phone and I am having the same problem, no voice mail notification.     Has there been a solution or a work around posted?

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  • Hey Jason, still no official solution as that needs to come from an update released by the manufacturer, but we're still pushing for that.

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  • Just wondering if anyone has tried anything like this or a Ting person could verify if any of these might be a solution.  I don't have enough courage to try them on my new phone without the prerequisite knowledge to know if they would be potential fixes.

    http://www.shinylight.com/2010/08/15/a-fix-for-faulty-visual-voicemail-on-the-htc-evo-4g/

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  • Nevermind.  It appears that was specifically for the visual voicemail program.

     

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  • Has there seriously been no fix on this for over a year?  It seems like these complaints are just not being taken seriously - if not by Ting, then by Sprint and/or Microsoft.

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  • If this thread from Sprint customer service is any indicator: https://community.sprint.com/baw/thread/126869?start=555&tstart=0  They don't really seem to give a rip about this problem.  What is Ting doing on our behalf to advocate for a fix to this issue?

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  • Hi Adam, since this is a different problem, I've opened a support request for you.  Please check your inbox.  Please also be assured that we do everything we can to get you the best service possible and that we would never hold back an update once it is released to us.

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  • Hi there, Wendy,

    I'm not sure if this actually is a different problem from the OP (or my post on January 25!). VM is still super buggy. Oddly, I'll get notifications in the action center - sometimes - but never on the live tile or lock screen  - unless I launch the program manually. Then, sometimes it will get the message right away, sometimes there's a delay of hours!

    At least with the 8.1 preview (and the revamped notification area), I will sometimes know if someone left a message. Sprint is really not doing you any favors here.

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  • Wendy, I am having the exact same problem as the original poster.  I provided a link as a potential solution and realized it was dealing with a separate issue.  To be clear, my problem is that other than a short lived push notification when a message is left, there is nothing on the phone that tells you that you have waiting voicemails.  The phone live tile is supposed to have an indicator but it is not functioning.  If this thread and the one at the Sprint's support forums is an accurate indicator, this has now been an ongoing issue for over a year.  That is a ridiculous response time on such a basic function of the phone.  While I know this not something Ting controls directly, my question is - what are you doing as a company to address this issue?  Are you putting pressure on Sprint?

    Would it not be reasonable for you to at the very least reimburse all windows phone users the every single call to their voicemail that is under a minute?  We are forced to constantly call to check if we have messages and this adds up our minutes all because a very basic function on our phone is not working properly and is being ignored by our providers.

    I would also point out that when I called Ting about this phone to confirm that it would work on your network, I was told "Yes."  Given that this was a known issue with this phone, I would have expected you to say "Yes, but.... there is a known issue with the voicemail indicator.  Please see our help forums for more information."  But I was given no warning before I purchased the phone and canceled my old phone service.  While I have generally not regretted this decision and have been pleased with Ting thus far, I would be lying if I didn't say that this came off as deceitful when I found out about the problem.

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