Voicemail Issues

[Ken_05779]

Hi when my phone is off callers will get through to my voicemail greeting and can leave a message. However when the phone is on and rings out, callers get the greeting “the number you are calling is not recognised”
How can i resolve this?

[Three_Deborah]

@Ken_05779 Hi there, first of all, can you check that your voicemail diverts are set up correctly? You'll find that info over here 👇

All About: Voicemail 

So first dial ##002# to cancel, then dial ##21# to set the diverts back up. Let me know how this goes 👍

[Ken_05779]

Hi, it didnt work. It just rings out now and says “the number you have dialled cannot accept this call, please hang up and try again”….. it says the same message if the phone is off…

[Three_Deborah]

@Ken_05779 okay, thanks for trying that. When you dialled ##21# , did you get confirmation on your screen that your diverts were set up? 

[Ken_05779]

file:///var/mobile/Library/SMS/Attachments/ac/12/2DFE0718-2564-4A58-9D59-D6395F3F2036/IMG_0359.jpeg This is the first image when cancelling

[Ken_05779]

file:///var/mobile/Library/SMS/Attachments/47/07/7AD0360E-7174-405C-82A3-E0EDE0053850/IMG_0358.jpeg The is the second image when activating ##21#… both appear to be the same

[Ken_05779]

Setting Erasure Succeeded
Voice Call Forwarding
All Calls
Setting Erasure Succeeded
Data Call Forwarding
All Calls
Setting Erasure Succeeded
Fax Call Forwarding
All Calls
Setting Erasure Succeeded
SMS Call Forwarding
All Calls
Setting Erasure Succeeded
Sync Data Circuit Call Forwarding
All Calls
Setting Erasure Succeeded
Async Data Circuit Call Forwarding
All Calls

This is what the message says when I ##21#

[Three_Deborah]

@Ken_05779 I appreciate that info. Cheers . When your rank chances to Lookout or Scout, please send me a PM with your name, number, address and date of birth. 

[Ken_05779]

Ok can you solve my issue?

[Three_Deborah]

@Ken_05779 I can try! What I will do is send your info to our tech team to investigate this on your behalf. I'll keep an eye out for your PM 👁