Voicemail not working

[KenD]

Hi there. We have recently signed up with Public Mobile. I set up the voicemail and when I checked, am able to hear my greeting but when someone calls my number, the voicemail doesn't kick in

[Nezgar]

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@KenD wrote:

Thank you for your help. The voice mail is working fine now.

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Awesome, thanks for letting us know, and welcome to Public Mobile!

(and for marking my reply as the solution 😁 )

[KenD]

Thank you for your help. The voice mail is working fine now.

[Nezgar · Accepted solution]

@KenD 

Good stuff, everything sounds in order.. (16475804001 is one of the Toronto access numbers, and is just fine) So I'd just keep testing calling from a few different providers (or ask friends to try and report back) over the next couple days.

[KenD]

And the 67 came back the same as the last two

[KenD]

The *#21# came back with...No activated number - deactivated

The 61 and 62 came back with...All VC services +16475804001 waiting time 25 sec activated

[Nezgar]

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@KenD wrote:

The #21#, #61# and #62# all came back immediately with "deactivated".

The last two both say #62# on your reply...is there a third one for conditional call forwarding?

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Oops, they are supposed to have both a star and a hash before the numbers to invoke the query. ie: * # 6 1 #

Edit: I see I typed *#62# twice - the last one was supposed to be *#67# - i've now edited/corrected the previous post.

[KenD]

And thank you so much for all of your help! 🙂

[KenD]

The #21#, #61# and #62# all came back immediately with "deactivated".

The last two both say #62# on your reply...is there a third one for conditional call forwarding?

[Nezgar]

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@KenD wrote:

So should I go ahead and try those codes, and if so, do I dial the first one and wait, then dial the next one if it doesn't work...or should I just wait to see if this corrects itself?

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I think you can just wait. Without changing anything here's the codes you can dial to "Query" the existing setting for call forwarding:

*#21# This one should return something like not forwarded / not provisioned (unconditional forwarding)

These three for conditional call forwarding should all return your Voicemail service number, which is probably 705-780-4001 based on your previously provided info:

*#61#

*#62#

*#67#

If all checks out, then no further action should be required.

[KenD]

This is so complicated!

[KenD]

So should I go ahead and try those codes, and if so, do I dial the first one and wait, then dial the next one if it doesn't work...or should I just wait to see if this corrects itself?

[Nezgar]

@KenD- OK so since you indicated the moderators completed the port-in yesterday I would say based on recent experience helping a friend that there will still be some residual issues for a couple days afterwards receiving calls from some other networks. It takes some time for the routing updates to "propegate" to all the various carriers.

Yes it's safe to dial ##21# and ##004# it will not actually "Erase" any forwards, just reset to the default voicemail servers, but in this case I think it's just a timing thing.

[KenD]

Yes, I did port in my old number. Had trouble with that...I wasn't receiving calls. I found out that the port was incomplete but that was resolved yesterday. I also just called the porting number and they confirmed that the port was completed yesterday. 

It seems to be calling the correct number for my area...1-705-780-4001.

I haven't tried dialing the two codes you gave me yet...

I just dialed the actual number above and got the same message as when I dial 1...it tells me I have no new messages and gives me some options as if I am subscribed to voicemail. After I set the password, I chose not to keep it for retrieving VM. I would love to to just delete everything and start all over with it but I'm not given that as an option.

Do you think the best next step is to try dialing the codes you gave me? I'm hesitant...don't want to cause any other problems...

[Nezgar]

@KenD 

Yes 705-780-4001 is the Barrie Ontario VM access number, and is on the list.

Just dial each these two numbers, and press SEND for the incoming call forwarding resets:

##21#

##004#

You may see some kind of confirmation after each "call"

@JK8  this list is much more up to date

[JK8]

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@KenD wrote:

Hi. I'm not sure how to do that with this phone...it's an older flip phone. But I think it is calling the correct number for VM...it comes up as 1-705-780-4001

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Here is a list from @geopublic from another thread:

Here is the list to all Access numbers. 

204 (oustide of Winnipeg) 204-588-4002
204 (Winnipeg) 204-588-4001 204-588-4002
226 (226-580-4001)
250 (778-581-4001 778-581-4002)
289 (289-680-4001)
306 (587-580-4002)
403 (587-580-4001 587-580-4002 587-580-4003)
416 (647-580-4001 647-580-4002)
418 (581-580-4001)
438 (438-580-4001)
450 (450-320-4001)
506 (506-588-4001)
514 (438-580-4001)
519 (226-580-4001)
581 (581-580-4001)
587 (587-588-4002)
604 (greater Vancouver area 778-580-4002)
604 (Outside greater Vancouver area 778-580-4003)
613 (613-581-4001)
647 (647-580-4001 647-580-4002)
705 (705-780-4001)
709 902-580-4001
778 (outside greater Vancouver area 778-580-4001)
778 (greater Vancouver area 778-580-4002)
780 (587-588-4001 587-588-4002)
807 (705-780-4001)
819 (819-588-4001)
902 (902-580-4001)
905 (289-680-4001)

[KenD]

Hi. I'm not sure how to do that with this phone...it's an older flip phone. But I think it is calling the correct number for VM...it comes up as 1-705-780-4001

[Nezgar]

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@KenD wrote:

Hi. thanks for your input. Sometimes the voicemail doesn't come on at all for the caller to leave a message and my phone rings multiple times then shows missed call. Other times, after multiple rings, the caller will hear the message "the party you are trying to reach is not currently subscribed to voicemail" and my phone will show missed call. When I dial 1 on my phone it calls the voicemail number and tells me I have no new messages and gives me all the options as if I am subscribed to voicemail. I went through the voicemail setup last week when I signed up with PM.

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Still hoping you can enlighten me the answers to the two question I had for you in my last post - to reiterate:

1. Did you port-in your number from another provider recently?
2. Have you tried dialing the two codes ##21# and ##004# to reset your unconditional and conditional call forwards?

It's possible the calls are still ringing to your old providers voicemail, or when you hold "1" to reach PM voicemail your phone is still dialing your old provider's VM service. Can you try dialing one of PM's voicemail numbers directly and confirm you can login with your PIN and it appears to be setup?

Here is a list of access numbers across Canada:

https://productioncommunity.publicmobile.ca/t5/Using-Your-Service/Updated-list-of-Voicemail-Access-N...

[KenD]

Hi. thanks for your input. Sometimes the voicemail doesn't come on at all for the caller to leave a message and my phone rings multiple times then shows missed call. Other times, after multiple rings, the caller will hear the message "the party you are trying to reach is not currently subscribed to voicemail" and my phone will show missed call. When I dial 1 on my phone it calls the voicemail number and tells me I have no new messages and gives me all the options as if I am subscribed to voicemail. I went through the voicemail setup last week when I signed up with PM.

[Nezgar]

@Ken 

If you ported in your number from your previous carrier, is it possible that the port is not completed yet? It may be trying to direct the calls to the old carrier still. If so a ticket with the moderators might be necessary to check on that.

Otherwise, try a full reboot of your phone if you haven't recently. Then, if the conditional forwards are not working, you can try to reset them by dialing the following codes and testing calls again:

##21#

##004#

Also, when you say the "voicemail doesn't kick in" does your phone actually ring your phone (and for the caller) when the call comes in? And then after 25 seconds or so, when the voicemail is supposed to kick in, the call fails with a fast busy or some kind of error message?

[oglat]

Maybe voicemail number was not set up properly

You can find it in your call settings

Here is a list of voicemail numbers, you can use any of the

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/access-voice-mail-out-of-home... 

[JK8]

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@KenD wrote:

Hi there. We have recently signed up with Public Mobile. I set up the voicemail and when I checked, am able to hear my greeting but when someone calls my number, the voicemail doesn't kick in

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Did you do the following by mistake. If so delete extended absence greeting.

Add an Extended Absence Greeting / Disable Voicemail

https://www.publicmobile.ca/en/bc/get-help/articles/add-an-extended-absence-greeting

[geopublic]

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@KenD wrote:

Hi there. We have recently signed up with Public Mobile. I set up the voicemail and when I checked, am able to hear my greeting but when someone calls my number, the voicemail doesn't kick in

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@KenD  Go into your device's dialer settings and make sure that you haven't overwritten Public's VM number with another number.