This article covers the new voicemail service that we're rolling out for business landline customers.

We are moving some fixed line voicemail services to a new platform in 2017. If you're an affected customer you'll receive a voicemail message to let you know of the move 2-4 working days beforehand. We'll also send you a message after the move is complete.

Can voicemail messages be transferred?

We are unable to transfer any of your old voicemail messages. We recommend you record the message you want to keep before you are moved to the new platform. You can do this by downloading a voicemail recording app onto your smartphone and calling your voicemail from that phone to record the message. Your old voicemail platform will also remain available for 30 days once you have been transferred to ensure you have plenty of time to save anything you want to keep. We are able to retrieve some voicemails in special circumstances. Call us on 0800 400 888 if you would like to talk to us about this.

Can voicemail greetings be transferred?

We are unable to transfer any of your old voicemail greetings. However, if you would like to keep the greeting, we recommend you save it before moving to the new platform. You can do this by downloading a voicemail recording app onto your smartphone and calling your voicemail from that phone to record the message. Your old voicemail platform will also remain available for 60 days once you have been transferred to ensure you have plenty of time to save anything you want to keep. We are able to retrieve some greetings in special circumstances. Call us on 0800 400 888 if you would like to talk to us about this.

How business landline voicemail works

Calls are directed to voicemail whenever your phone is either busy or not available. For example, if you are on the phone or do not answer. Your voicemails are stored by us digitally so that you can access them at your convenience. They are only accessible by you or anyone with the authorised PIN and will remain on your service for 30 days once received. You can choose to save them for a further 30 days once they have been listened to, otherwise they will be deleted if that period is not renewed. Up to 30 new messages may be stored in the mailbox.

Set up your landline voicemail

Dial 0818 from your phone and follow the prompts to set up your voicemail. The first time you call, you can take a short guided tour of voicemail features, or you can skip the tour and set up your voice mailbox and personal recorded greeting immediately. The system will prompt you later to listen to the tutorial.

Set up your greeting, recorded name and PIN

When you record your name and personal greeting, you will also be asked to change your voicemail four-digit PIN password. This is very important for your security and privacy, because the PIN must be entered before your messages can be opened from any phone, giving you control over who can access your voicemail. Your PIN must be between 4 and 6 digits long. Remember that the longer the PIN is, the harder it is for anyone to guess it. The PIN cannot contain:

• A sequence of numbers, e.g. 1234 or 9876
• A set of repeated numbers, e.g. 222222 Avoid using numbers that are easy to guess, for example a phone number or post code.

Listening to a voicemail

Accessing voicemail from your phone
You can access your voicemail by dialling 0818 from your phone followed by your PIN. Accessing from a different phone
Option 1: To access your voicemail from any other phone, simply call 0508 700 719. Enter your PIN and mailbox ID.
Your mailbox ID is the phone number of the voicemail you wish to access. Option 2: From any phone (including international) you can call the phone number which you would like to check the voicemail of. Please note charges may apply. To access your voicemail, simply call your own phone number.
Once the voicemail greeting begins, press # to interrupt it.
You will then be prompted to enter the PIN then #

At the end of the message you will receive a list of options including (if available) the option to forward the message or reply to the caller. Please note: Messages within the voicemail system may be kept for a maximum of 30 days after which they are deleted. However, this does depend on how many messages are saved in the mailbox .To keep a message from being deleted, just listen to it again before the 30 days have passed and press option 4 to save it for another 30 days. Once a message has been deleted it can't be recovered.

Send a message from your voicemail to another number

When you send a message from your voicemail box to another number, the message will come through as though it were a call.

1. Dial 0818 from your phone (or 0508 700 719 if using  another phone)
2. Enter PIN or Mailbox ID and PIN
3. From the Main Menu press 2
4. Enter the number of the person on our network who will receive the message, e.g. 021 xxx xxx
5. Press #
6. Record an optional voice message with the forwarded voicemail
7. Press # to end
8. Press 1 to listen to your recorded message or Press 2 to record a new one
9. Press # to send the voicemail (and message if you record one).

Please note call charges may apply.

Record a temporary greeting for your voicemail

If you set up a temporary greeting, it will replace your main greeting until you turn it off. You can also choose to turn off voicemail while this function is activated.
Dial 0818 for voicemail (or 0508 700 719 if using  another phone)

1. Enter PIN or Mailbox ID and PIN
2. Select Personal Settings (Option 3)
3. Select Temporary Greeting from the main menu (Option 6)
4. Select one of the following
5. Press 1 to save OR
6. Press 2 to Record again

After recording and saving the greeting, you will hear a pre-recorded confirmation that the temporary greeting has been saved. If you call 0818 or 0508 700 719 after hearing the confirmation, you will be advised that a temporary greeting is currently active. To remove your greeting, follow the steps as above but for the last step Press 3 to cancel.

Change your voicemail security PIN

You will need your current security PIN before you can change it.

1. Dial 0818 for voicemail (or 0508 700 719 if using  another phone)
2. Enter PIN or Mailbox ID and PIN
3. Select Other Settings (Option 4)
4. Select PIN change (Option 1)

I've forgotten my voicemail security PIN If you've forgotten your PIN, call us on 0800 400 888 and, once we've identified you, we'll reset it.  

Removing voicemail

If you want to have your voicemail removed, please call us on 0800 400 888, and we'll sort it out.

Change to Never Busy Fax

Due to the move, there will be a slight change to the way incoming faxes are managed when they're unable to be delivered due to busy lines. When this happens, you'll receive an email alert to advise that there is a fax waiting for you in your fax mailbox. To retrieve the fax, simply dial into your fax mailbox by calling 0508 700 719 and enter your mailbox ID and PIN. If you don't have a PIN or need to reset it, you can call 0800 400 888.

Changes to Never Busy Greeting

Unfortunately we are unable to transfer your Never Busy Greeting services over, and these services will no longer be available. You will still be able to have a standard answer phone greeting, which all unanswered calls will automatically go to.