This article covers the most common mobile voicemail issues and solutions.
Before you begin
Ensure you are following the appropriate user guide.
Remove or switch off voicemail
If you want to have voicemail removed, please call customer services on 777 and we will manually remove it from your service.
Troubleshooting Guides
Follow the steps below to resolve different Mobile Voicemail issues.
Select what type of issue you are experiencing:
Can't access Voicemail
Calls that are diverted to your Voicemail do so because of a divert within the network.
Pay Monthly customers also have the ability to set their own diverts so that in certain cases you can divert an incoming call to a work colleague instead for example.
Ensure there are no other diverts active to another number.
Pay Monthly customers also have the ability to set their own diverts so that in certain cases you can divert an incoming call to a work colleague instead for example.
Ensure there are no other diverts active to another number.
Asked to enter the PIN
This is caused by someone having set a divert from their phone to an incorrect number, there is no need to set any manual diverts to Voicemail because that is the default already, you only set diverts if you want a different rule to apply - like the 'When Busy' divert going to your partners phone instead of Voicemail.
There are two numbers associated with voicemail the front door where you dial in to retrieve messages and access your Voicemail account +6421700700 or 707 as a shortcode. And the back door where the network sends incoming calls so they can deposit the message +6421700100
When we investigate these cases we see that people have set a divert from their phone to the front door number +6421700700 which means that voicemail sees that as someone (and not you) trying to dial into your Voicemail account - this is why it requests your Voicemail PIN. To resolve this, access the Call Diverts section of your phone and cancel all diverts.
If you still want some special diverts to be applied set these as required with the number in the full form of +64**** eg +643*** +6421****
If you need to divert all calls to voicemail set the Divert All Calls to +6421700100, that way they will all reach your Voicemail correctly
There are two numbers associated with voicemail the front door where you dial in to retrieve messages and access your Voicemail account +6421700700 or 707 as a shortcode. And the back door where the network sends incoming calls so they can deposit the message +6421700100
When we investigate these cases we see that people have set a divert from their phone to the front door number +6421700700 which means that voicemail sees that as someone (and not you) trying to dial into your Voicemail account - this is why it requests your Voicemail PIN. To resolve this, access the Call Diverts section of your phone and cancel all diverts.
If you still want some special diverts to be applied set these as required with the number in the full form of +64**** eg +643*** +6421****
If you need to divert all calls to voicemail set the Divert All Calls to +6421700100, that way they will all reach your Voicemail correctly
Wrong Number type tone
Same as above except the divert will have been set to a number that doesn't even exist like 021707 or +6421707 that if you dialled them from your phone would give you the same response. As above, cancel any manual diverts you've tried to set for voicemail (safer to cancel all, and set only the ones going to other numbers).
Your number is not listed
This happens when your Voicemail box has been deleted but the divert pointing your calls to it is still active.
The call comes in while you're not available - the network forwards your call to Voicemail but once there the system finds there is no Voicemail box for you - hence the message.
Call the Customer Service team, either your Voicemail was cancelled at your request but actioned incorrectly, or somehow the Voicemail box was deleted and needs to be recreated, both of these can be actioned in a matter of minutes.
The call comes in while you're not available - the network forwards your call to Voicemail but once there the system finds there is no Voicemail box for you - hence the message.
Call the Customer Service team, either your Voicemail was cancelled at your request but actioned incorrectly, or somehow the Voicemail box was deleted and needs to be recreated, both of these can be actioned in a matter of minutes.
Calls go straight to Voicemail or you get delayed notifications
Check our Network Status web page
to see if there's an outage or planned work affecting your area.
Here's a common scenario: you've been sitting in the same place for a few hours, you either move or go to make a call or TXT out, and suddenly you get a pile of TXT - some of them telling you about calls you missed hours ago that went to Voicemail. This happens if the network was unable to see your phone when trying to locate you in order to connect your calls. There are a few possible causes but it essentially comes down to problems with mobile signal, or your phone.
If its network or coverage others around you will probably experience the same problem, but only at that location, this would normally mean as you leave the affected area you would get a flood of TXT notifications as the network locates you. If you have been making and receiving calls and TXT fine, but still get a TXT notification from hours before note down as much detail as you can especially date/time and calling number and call Customer Service, they will raise a fault ticket so this can be investigated for you.
Your phone keeps itself logged onto the network by sending updates (known as polling) every 30 seconds or so - you may have even heard it doing this when you sat your old 2G phone next to a speaker or radio. This process means we know exactly which cell tower to connect your call to, even as you drive down the road.
If for any reason your phone stops doing this correctly you will still see a signal, but the network will not see you, and will treat you as being unavailable/turned off. Any calls that come in will go to Voicemail, and TXT will be queued up waiting for you to turn back on. When you next do something, like send a TXT the network will see you and know exactly where to send all the stuff waiting for you - hence a flood of messages.
This is considered a phone fault, we suggest trying your SIM in another working phone to establish if it only affects your phone, and also checking to see if other users on our network have the same issue. If its your phone it will most likely happen in various locations.
Here's a common scenario: you've been sitting in the same place for a few hours, you either move or go to make a call or TXT out, and suddenly you get a pile of TXT - some of them telling you about calls you missed hours ago that went to Voicemail. This happens if the network was unable to see your phone when trying to locate you in order to connect your calls. There are a few possible causes but it essentially comes down to problems with mobile signal, or your phone.
Network
If its network or coverage others around you will probably experience the same problem, but only at that location, this would normally mean as you leave the affected area you would get a flood of TXT notifications as the network locates you. If you have been making and receiving calls and TXT fine, but still get a TXT notification from hours before note down as much detail as you can especially date/time and calling number and call Customer Service, they will raise a fault ticket so this can be investigated for you.
Phone
Your phone keeps itself logged onto the network by sending updates (known as polling) every 30 seconds or so - you may have even heard it doing this when you sat your old 2G phone next to a speaker or radio. This process means we know exactly which cell tower to connect your call to, even as you drive down the road.
If for any reason your phone stops doing this correctly you will still see a signal, but the network will not see you, and will treat you as being unavailable/turned off. Any calls that come in will go to Voicemail, and TXT will be queued up waiting for you to turn back on. When you next do something, like send a TXT the network will see you and know exactly where to send all the stuff waiting for you - hence a flood of messages.
This is considered a phone fault, we suggest trying your SIM in another working phone to establish if it only affects your phone, and also checking to see if other users on our network have the same issue. If its your phone it will most likely happen in various locations.
Asked for a PIN every time you call 707
This is a setting within the Voicemail system, some customer opt for this security measure - however most don't require it.
It should be set to off by default, but if you get a PIN prompt and want it disabled call Customer Service on 777 and we can do this for you.
It should be set to off by default, but if you get a PIN prompt and want it disabled call Customer Service on 777 and we can do this for you.
New user intro message played to you
The voicemail platform is set to play this full message to any new Voicemail accounts, its full of useful info and runs to about 5 mins long.
It will only stop playing this message once it recognises that its played it in full. If you cancel out it will try again later until it sees the job as completed.
To stop hearing this message (you may well have heard it on other numbers you have !) just let it play in its entirety then it's gone.
It will only stop playing this message once it recognises that its played it in full. If you cancel out it will try again later until it sees the job as completed.
To stop hearing this message (you may well have heard it on other numbers you have !) just let it play in its entirety then it's gone.
TXT says you have a new message, but there aren't any
This is pretty rare, but if you get cases of this call Customer Service on 777 as soon as you can with as much info as you have - especially the date and time.
We will log a job with Technical Support and they will investigate whereabouts the notification came from. The other possible cause is that the message has sat for the 10-day maximum we store a message for, and has been deleted. Once deleted Voicemail messages can't be recovered.
We will log a job with Technical Support and they will investigate whereabouts the notification came from. The other possible cause is that the message has sat for the 10-day maximum we store a message for, and has been deleted. Once deleted Voicemail messages can't be recovered.