YouMail - Google Pixel 8 Pro - Conditional Call Forwarding

[peternorman]

Hello!

Are any Public Mobile subscribers successfuly using a Pixel 8 Pro with the YouMail visual voicemail service?

I used it without any trouble on iPhones 14 Pro Max, 13 Pro, SE 2, 11 Pro Max and 7 Plus.

However, it does NOT work on Microsoft's Surface Duo 2 (2021). I've confirmed this via 1) my own personal experience and 2) conversations on the phone with second-Level Public Mobile support. I also communicated with YouMail's support during troubleshooting.  

I have been using the Duo 2 for a year and am considering replacing it with a Pixel 8 Pro but I can find no direct evidence in the Public Mobile community forums that Conditional Call Forwarding (CCF) is supported - CCF is necessary for YouMail's visual voicemai service.

Thank-you very much for your time!
Peter

[WhereIsMyBoot]

My understanding is that your phone has to be using VoLTE in order for the conditional forwarding to work. In order for VoLTE to work you have to have it enabled in your account (which is probably true for everyone by now), and your phone have to be on Telus whitelist. I am sure your Surface Duo 2 unfortunately isn't.

The simplest way to test it is switch off the wifi, then make it phone call with your phone. If your phone network icon switch from 5G back to 3G then your voice call is still going thru 3G network.

[peternorman]

Hi!

I was able to set up YouMail (app version 8.1.1.354) on an iPhone 13 Pro (running iOS 17.4)!

The first attempt at activation failed but following the advice of the YouMail app's activation process (disable Live VoiceMail from Settings-Phone-Live VoiceMail) I was able to complete activation successfully.

Since activation worked right from the YouMail app, it was unnecessary for me to open a ticket or contact a CS Agent for support.

Reply to this thread if you have any questions and I will attempt to answer them!

Thank-you everyone for your help - particularly dust2dust and softech!
Peter

[Yummy]

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@softech wrote:

yes @peternorman  and @Yummy  they do have 2nd level support.  Not easy to get them involved, so @peternorman  consider you are lucky or your issue is complex enough

 So 'second level' is somebody Really into guts of PM.
'First level' are agent through tickets then?

And are we? ZERO level support???

[peternorman]

Thank-you softech!  I will report back here once I've tested YouMail on my iPhone.  That should give us some clarification.  I sacrificed YouMail's visual voice mail in order to continue using the Surface Duo, with the expectation that I would return eventually to my iPhone. But my Android experiment is going well and my attention span has withstood 9 months, but my eye is beginning to wander again: if conditional forwarding won't work on iPhone anymore or on another phone of my choice (Pixel 8 Pro, OnePlus Open), then I will have to find another cellular service with which it WILL work: Visual Voicemail helps make Android (and life in general) more bearable. Ha!

Thank-you again!
All the best!
Peter

[softech]

yes @peternorman  and @Yummy  they do have 2nd level support.  Not easy to get them involved, so @peternorman  consider you are lucky or your issue is complex enough

Kindly share your conditional forwarding ticket result so we know if PM has any progress in fixing the issue for everyone.  Thanks

[softech]

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@peternorman wrote:

Am I understanding accurately what you said: Conditional Forwarding is not working for ANY devices on PM now? (aside from the rumour about VoLTE-enabled devices)

Thank-you very much!
Peter

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@peternorman 

from what we understand, YES conditional forwarding has not been working for over a yea since VoLTE was here.  Not all accounts have VoLTE enabled at the same time, I wonder if they only move you to VoLTE in Jun and hence yours broke since June

[peternorman]

In my 5+ years with PM, I've come into contact with what I call:

- first level: corresponding with a CS Agent via the web-based message system here
- second level: a PM or Telus engineer called me on the phone during my communications with first level about conditional call forwarding not working on Surface Duo 2

[Yummy]

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@peternorman wrote:

Gosh, I vaguely remember that PM second-level-support eplained how they were undergoing some

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'Second level support'? Who is then First level support?

[peternorman]

Thank-you for your super quick reply Softech!

I was using YouMail with my iPhone 14 Pro Max right up to 2 June 2023. (so i've actually been using the Duo 2 for a little over 10 months, not a year, sorry!)

Gosh, I vaguely remember that PM second-level-support eplained how they were undergoing some changes in the weeks/months leading up to my problems with the Surface Duo 2 and YouMail. They didn't mention any issues with iPhone 14 and conditional call forwarding and I haven't tested YouMail on my iPhone since I moved my SIM over to the Surface Duo 2.  I should try it again. I've also got a OnePlus 7T which I should test with it while I'm at it.

I will pursue your advice about contacting PM suport about possibly getting Conditional Forwarding working.

Am I understanding accurately what you said: Conditional Forwarding is not working for ANY devices on PM now? (aside from the rumour about VoLTE-enabled devices)

Thank-you very much!
Peter

[softech]

@peternorman 

So, your Youmail with iPhone was working on PM network? when was it last worked on PM network?

What we know is that conditional forwarding has been broken since the introduction of VoLTE.  Only unconditional forwarding is working, hence people using service like Youmail is not working at the moment.

Some mentioned that if your phone is VoLTE compatible, which your phone is, might have a chance to get the unconditional forwarding fixed, but you need support agent to look into it.  Not sure if that is true, but you might want to try it and report back.  For PM support help you can:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there