Answered question

Voicemail Not Working for Callers When Not Answering Phone - Please Create a Ticket and Sort Out?

After successfully setting up voicemail last evening 12/19/18 (pin is correct, accepted recording, etc.) on an iPhone 6 and running the latest 12.1.2 and no carrier settings updates required at this time. People who call me are unable to actually get my personal greeting recording and rather get the "you're calling from a different phone, please enter your pin message on the account" (something like that).

I've setup this phone for emergency calling and ways for others to get in contact and have chosen zero data (if that matters).

I did however select and pay the $1 for voicemail when registering the SIM 23 days ago, though I don't see it listed on my plan/account when logging in (though I'm uncertain if I'm supposed to).

This is what I see when clicking "manage plan": Voice: Unlimited minutes • Text message: Unlimited text messaging • Coverage: Canada + USA

Here's my 1st Month/Activation Receipt details:

Your monthly plan
$25.00
Text
$2.00
Coverage
$16.00
Calls
$6.00
Voicemail
$1.00
Miscellaneous fees
Customized phone number (One time fee)
$1.00

_________

Please create a ticket and correct why voicemail is not working and sort out my account asap!

Dale
Dale

Dale

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Catherine E
Catherine E

Catherine E

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The issue is consistent on when you are on FIZZ-EXT.

UNFORTUNATELY THIS HAS YET TO BE FIXED

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Other answers

Tamzid
Tamzid

Tamzid

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Hi Dale, unfortunately we cannot create a ticket for you as we the members of this community are just Fizz customers like you. You need to contact customer support and to contact them you can do either one of the three methods below:

going to my Profile -> Contact forms -> Submit a complaint.

or you can also go on this page https://fizz.ca/en/contact-us and wait for the chat bubble to appear .You need to be logged in and be within their business hours which are Monday to Friday from 7 a.m. to 10 p.m. EST, weekends and holidays from 10 a.m. to 6 p.m. EST.

Else you can contact them on facebook messenger https://www.messenger.com/t/fizzca

Ann
Ann

Ann

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Fizz plan display is always a pain. My data usage never get fixed until today.

Dale
Dale

Dale

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Thank you Tamzid H.

I have now used the complaint form.

You can see if voicemail is active on your plan if you go to your account > plans > manage > make change to current plan... will show you your current plan and you’ll be able to see if voicemail is set to on

Also I found a thread similar to your issue https://community.fizz.ca/questions/1807939-voicemail-working They solved it by manually forwarding to the fizz voicemail number

Dale
Dale

Dale

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It's showing on the account and enabled Sam P. via that lookup method.

S
S

S

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At this point your best bet is not to ask the community here but to contact Fizz on the chat bubble or fbook

Dale
Dale

Dale

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Putting in 1-514-647-0999 manually with the call forwarding option enabled does indeed result in the voicemail greeting I recorded to be heard.

What does that tell you Sam P.?

Obviously this is not what I want long term.

I have also submitted a ticket last evening explaining what is in this thread.

R
R

R

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I have this too when my sim is in a dumb-phone but works when in smartphone, maybe its related to FizzEXT? on the dumb-phone forwarding didn't help.

Maybe we can identify the issue, what phone/network do you have?

Dale
Dale

Dale

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Updates and more troubleshooting done on my own.

When roaming on AT&T today for a few minutes during travels, the answering machine and personal greeting recorded worked as it’s supposed to. When on the Fizz EXT network when back in Canada traveling, the answering machine and personal greeting recorded stopped working and was asking for a password when anyone called that number and the call was not picked up.

Additional testing got me thinking to get out of "automatic: network selection and my phone was showing three Fizz EXT networks and I went through each of them and called voicemail from another phone.

Manual Fizz EXT network #1 - no personal greeting
Manual Fizz EXT network #2 - personal greeting worked
Manual Fizz EXT network #3 - no service at all (received caller not available computer message when calling)

I am going to leave it in manual for now on Fizz EXT network #2 and when I get back home, I will likely put it back on "automatic".

It would great if anyone knows how to translate the Fizz EXT networks to what provider, band, and so on the phone is operating on and picking up. I think that could further help troubleshoot and isolate.

Rebecca S., I am using a iPhone 6 with iOS 12.1.2 to answer your question.

E S
E S

E S

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That Fizz EXT voicemail bug is a serious issue. Consider messaging Fizz on the chat bubble or via FB messenger to make sure they are aware if they don't see this here...

Dale
Dale

Dale

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FYI: Ticket(s) have been submitted through my account and Fizz has been made aware of the issue along with updated findings on my end.

I am in Kitchener right now - Fizz EXT. Tried to leave a message on my voicemail and guess what? Same problem as yours. A message saying Welcome to your Fizz voicemail - press 1 for english, enter your phone number and pin. What? WHy? It worked while in Quebec. My voicemail has been setup and it worked. I submitted a ticket and I hope this will be fixed soon. Very soon. So many bugs.

Dale
Dale

Dale

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See if you are able to take off automatic network mode selection on your phone and manually search for the Fizz EXT networks and toggle through them one by one until you get a voicemail winner ideally. Only 1 of 3 that showed up in manual mode worked for me when it came to voicemail functioning successfully.

Good luck Cristinel R. while these annoying network issues get addressed.

@Dale. I did go to manual but I have only one Fizz EXT network to choose from :(. I did another test. I turned off my phone and when I called my number and voicemail kicked in. Fizz EXT is the problem. Let's see what the customer service have to say.

Whizz
Whizz

Whizz

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Team

Hello Dale,

The ticket escalated for the issue you reported was flaged as "fixed", a new PIN has been sent via SMS, but I see that you answered to the e-mail your receive from our team informing us that the issue persists. I've just reopen the ticket adding all the information you provided.

Have a lovely day.

Ionut

Daniel
Daniel

Daniel

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was the solution resolved for anyone? I have the same problem cal forwarding doesn't bring me to my greeting, just to a massage "seems like you're calling from an unknown number..." sounds like this is the number to log in to my voicemail settings

R
R

R

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@Daniel to get this fixed go ahead and and contact them through chat bubble or contact form, the only way to get them to fix this is enough complaints!

R
R

R

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this still seems to be a problem, right?

Daniel
Daniel

Daniel

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Yes, i am in contact with them since then, once they told me it's fixed i replied it's not. then they told me it's under investigation. then they told me in order to solve the issue you have to manually search and connect to "Fizz" network.

i replied that i don't have this option on my phone, still waiting for reply

all their emails are no reply so i have to use the follow a complaint option and it takes about 3 days to hear back from them.

i also used the chat bubble but most of the times it doesn't appear, and anyway i don't think i am chating with technitions just with PR people that would give over my complaint to a technition

 

Daniel
Daniel

Daniel

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To whom it may concern.
I had a chat with Fizz again. the result is that my Phone is not compatible with Fizz/Videotron.
my phone Model is ZTE Z222 so whoever has this phone i guess would have the same problem.
to find out if your phone is compatible check via https://willmyphonework.net/. You enter the phone company, model number, country and provider Please choose Videotron, Fizz is not yet available.
if your phone is compatible, you have to connect manually thru your phone to Fizz Network,
Fizz EXT is not good enough

Catherine E
Catherine E

Catherine E

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Daniel, Thanks for the info but the info isn't accurate because obviously Fizz wants you to use their own network rather than their partners so they consider this to be incompatible, however even you have a compatible phone you will still be connected to FIZZ-EXT in some areas and you will have the same issue with voicemail, so while changing your phone will help but this issue remains an issue.

Daniel
Daniel

Daniel

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did anyone try to connect manually to Fizz network from a compatible Phone?

Thomas
Thomas

Thomas

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yes i did configure apn manually for fizz.

Daniel
Daniel

Daniel

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and voicemail still not working? does it say on your phone Fizz or Fizz EXT