Voicemail notification not working correctly

[tomseys]

Hi. I have a Tracfone Samsung Luna pro that runs on Verizon. When someone leave a message on my voicemail, I do not receive the normal notification message informing me of this that I can press and that takes me to voicemail.

Instead, I receive a "visual voice mail" application notification that is different and does not function like the normal notification. I do not want to use visual voice mail since this uses data. I just want the normal notification.

This is an example of a normal notification:

new.jpg (88.82 KiB) Viewed 211999 times

This is what I am getting on my phone:

other.jpg (72.65 KiB) Viewed 211999 times

My friend has the same exact same Luna pro tracfone with same settings and he gets the normal notification like the first image above. Our settings are exactly the same as far as I can see. I'm wondering if my voicemail was setup incorrectly to have visual voicemail by TF or Verizon. I did have the voicemail password reset by Tracfone CS but this does not fix it. Disabling the visual voicemail app as best as I can does not fix it. I tried a complete phone reset and this does not fix it.

It seems to be an issue on Verizons end but I'm not sure. I'm tempted to contact Verizon to see if they will help but thought I would give TF customer service another shot. Can someone help me with this? I need someone experienced with this issue because so far the CSR help I've received in the chat does not seem to even understand what I am talking about. Thanks.

[TracFone - Mark]

Hi tomseys. My name is TracFone Mark. Sorry that you’re having a problem. We need to take this issue offline so I can address it further. I will contact you directly with a private message. Thanks.

[tomseys]

I have chatted with many reps over the past day or two and unfortunately they haven't been very helpful. Most of them don't seem to understand what I am talking about. If I try to direct them to this thread or show them a screenshot, to help illustrate or explain the situation, they say they are unable to view it. Or if they get it they say they are unable to disable visual voicemail on Verizon voicemail on their end since the option is not available.. which i can understand.

What I was hoping for was for someone to escalate the issue to the part of TF that deals with Verizon directly so they can ask Verizon to turn off Visual Voicemail on my account. Based on speaking with people it seems it may been turned on as a default with no way for me or TF to disable it and this is causing my account/sim/phone's voicemail notifications to not work correctly since it automatically pairs with the voice mail app which on my friends Luna pro does not happen and in my understanding should not happen. It should be a choice. I'm going to try and contact Verizon directly but not so sure they can help since I don't have a direct account with them.

[TracFone - Mark]

Hi tomseys. My name is TracFone Mark. We understand your frustration and we are eager to help you with your voicemail issue. Please check your Forum inbox for a private message. Thanks.

[tomseys]

Hi Mark. I tried that link again in the private messages you sent me which is just the general chat area and it hasn't been helpful.

Is there anyway you can refer me to someone specifically who knows my situation and can really escalate it?

By the way, I learned a little more about my situation reading through Verizon's voicemail instructional material. Here is a link to the settings available.

When you have a Tracfone smartphone (after you set up your voicemail) you can access the basic voicemail by pressing *86. You can from there listen to messages or access various settings.

After you call the voicemail number, in the main menu, under #4 "Personal Options", there are a number of options, including #1 Message Waiting Indicator On/Off (Basic VM Only). This option apparently controls whether you want to receive voicemail notifications or not.

On my friends two tracfone smartphones, the luna pro and luna, if I dial his voicemail from his phone this option exists and he can turn on or off notifications as he wishes. (His luna pro just like mine includes the visual voicemail app). He just leaves this setting in Personal Options on default and he receives the proper notifications.

However, on my phone, when I call my voicemail and go to personal options, this #1 Message Waiting Indicator On/Off (Basic VM Only) option does not exist. It only offers options 2,3 and 4. If I press #1 anyway it states I made an incorrect choice. It's like the phone does not have basic voicemail service and instead just attaches itself to the visual voicemail app because of that.

Based on what I've read on Verizon and how my friends Tracfone smartphones behave... this is not correct.

I should have basic voicemail service and that option should be available to me in the Verizon online voicemail settings menu. It looks like it is something on Verizon's end since there appears to be no way I can change the prompts and options Verizon voicemail offers from the phone. I've also asked Verizon about this specifically and am still waiting to here back. Thanks.

[Sam]

Hi tomseys. My name is TracFone Sam. I want to apologize for the experience you’ve had getting your voicemail feature to work. It’s not our usual standard and I understand how frustrating this delay must be. We need to take this issue offline so we can address it further. I will contact you directly with a private message. Please click on "New Messages" beside User Control Panel to view your forum inbox. Thank you.

[tomseys]

That was just the same thing as before. Is there someone here who can refer me to a senior supervisor or someone at corporate? I'm going to make some inquiries.

[TracFone - Larry]

Hi tomseys. My name is TracFone Larry. We apologize for the trouble this has caused you. It must have been hard for you. Let us help you with your issue. Kindly check your forum inbox for a message. Please check your forum inbox for a message. Click on "New Messages" beside User Control Panel to view your forum inbox. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.

[tomseys]

Thanks Larry.

[tomseys]

Ok so I finally got it fixed after speaking with the person on the phone with the link I was sent. The problem was like I thought... something got messed up and visual voicemail was activated on my Verizon voicemail instead of basic voicemail. The guy I spoke with on the phone switched me to basic voicemail and now it works great. I get the proper notification. Thank you very much!