MISSING VOICEMAIL - IT EXISTS ITS JUST NOT SHOWING ON MY PHONE - March 2026
Prachi
Live Agent
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Today
mobile
Okay, what would you like to know about mobile service?
why are voicemails not showing on my phone ?
Learn more about Xfinity Voice service and how you can add it to your current
plan.
can I speak to a mobile tech ?
OK. Which service do you need help with?
Xfinity Mobile
Thanks, before I can connect you with an agent, I'll need to confirm what you
need help with. Please choose an option below.
Troubleshooting
Got it. I'll put you in touch with a live agent now.
Live chat started.
Satabdi joined the chat.
Hi ALAN, thank you for contacting Xfinity. My name is Satabdi. How may I help
you today?
Hi Voicemail is there but not showing on my phone . It
showed up over a month later
12:35 pm
I appreciate you bringing this to my attention. As you have arrived in the
correct department, I will certainly help with this.
Problem is it happened a year ago too !!
As I can see, you are using two of your phones. May I know if the same error is
occurring on both of your phones?
And it was someone telling me about a death !!!
No info of it happening on the other phone
I see! I am really sorry for the inconvenience that you are having. We never
want this to happen with our customers. However, I am looking into this concern
and helping you to fix this.
DO a lot of other people get this problem ?
Just to confirm, is this the phone you are talking about: (415) 499-xxxx? That
voicemail does not show up?
yes
I am reviewing the same now and helping you to fix this.
May I know if this phone (415) 499-xxxx has the OEM
Android voicemail app?
I got a voicemail on Feb 27. It wasn't till after I played
it did I recieve a voicemail from Feb 9
How would I know ?
You need to go to the Google Play Store and look for this app: OEM app to be
installed and active.
Basically, it was a default preinstalled app that would be downloaded and active
on each Android phone for access to Voicemail.
But if it was not downloaded, you can manually download and set it up for
accessing the voicemail.
ok now your not making sense I clearly have "something" that I get voicemail --
let me speak too your supervisor please
Okay, sure! I understand that you would like to speak with a supervisor.
However, my supervisor and I are using the same tool and access, so he will
provide the same resolution I am giving. I would also like to know the exact
method you are using to access the voicemail so I can help resolve your issue.
That is why I am asking these questions. If you still want to talk with my
supervisor, I can connect you with him.
let me speak to supervisor
Alright! May I know if you would like to talk on a call or chat so I can connect
you with my supervisor?
chat here
Alright! Let me connect you with the chat.
You are being transferred. Please hold...
Satabdi left the chat.
sahil joined the chat.
Hi! My name is Sahil with Xfinity Support. I see you’ve been chatting with
another team member. Let me review that information so I can pick up right where
you left off.
As I have read your previous conversation with associates, you have concerns
about the issues with voicemail notifications not appearing on your phone. This
problem also occurred a year prior. Is that correct?
yes
I sincerely apologize for the poor experience. Thank you for bringing this to my
attention.
Alan, for your mobile services issue, we have the mobile care team that handles
all those concerns. I am from the Internet Essentials department and have
limited access to assist you. Shall I connect you with them so they can help you
quickly? I have also attached a note for them, so you won't need to repeat the
issue. They will assist you with it.
Why am I not in mobile ? this is in the chat above "you
have arrived in the correct department, " Are you his supervisor ?
12:55 pm
Alan, if I have access to the mobile services issue, I will definitely help you.
Please don't worry about it. They will assist you quickly without taking much of
your time. No, I am not a supervisor.
Shall I connect you with them so they can assist you quickly?
Ok so thats a problem I asked for his supervisor
Alright! I am connecting you with them; they will help you with it.
You are being transferred. Please hold...
sahil left the chat.
Prachi joined the chat.
HE IS IN MOBILE I want to speak to his supervisor
We apologize for the time it took to connect with me, as I see you have been in
the chat for a while. I will quickly review the interaction and work to resolve
this promptly.
sahil left the chat.
Prachi joined the chat. <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
HE IS IN MOBILE I want to speak to his supervisor
12:56 pm
We apologize for the time it took to connect with me, as I see you
have been in the chat for a while. I will quickly review the
interaction and work to resolve this promptly.
As I see, you are having an issue with the voicemail. Is that correct?
I will surely help you with it.
No, I am not a supervisor, but I will connect with the supervisor.
Please allow me a moment; I am transferring to the supervisor.
please do THIS is MOBILE right ?
Voicemail is there but not showing on my phone . It
showed up over a month later
Problem is it happened a year ago too !!
I got a voicemail on Feb 27. It wasn't till after I
played it, on March 15th, did I recieve a voicemail from Feb 9
And it was someone telling me about a death !!!
Thank you for confirming your concern. I will do my best to help with
this matter.
Please stay connected with me while I check the details on the
account, and allow me a couple of minutes of your valuable time.
And it was someone telling me about a death !!!
Please be assured I'm running the required troubleshooting from my
end, which can help resolve this issue for you.
Could you please confirm the cell number where you're experiencing the
issue?
That's what they said a year ago
Thank you for confirming.
 | Caller unable to receive voicemail messages |
| Visual voicemail |
| VM PIN issue |
| Voicemail message recovery |
| Voicemail never picks up |
| Voicemail notification |
Please select the option that can identify the issue.
I already described the issue in detail -- just
tell me what caused it and how you plan on fixing it
We are running the required troubleshooting from my end, which can help
identify the root cause of the issue and resolve it accordingly. Could
you please help me select the option that can identify the issue?
I got a voicemail on Feb 27. It wasn't
till after I played it, on March 15th, that a voicemail
dated Feb 9 showed upYOU CHECK
THE BOX
Thank you for letting me know!
I'm just repeating myself
Are you really a supevisor -- how about
transferring me to your manager please
I want to inform you that old voicemail messages do not automatically
transfer to a new phone. If you want to save the voicemails, you need
to email or export them and store the messages in a secure place.
| Download and/or update to the most current version of the
Xfinity Mobile Visual Voicemail app. |
| Open the Xfinity Mobile Voicemail app. |
| Select a voicemail message you would like to export from the old
device. |
| Select the method you would like to use to share (export or
email) the voicemail message(s). |
I want to inform you that I'm a supervisor here and I am the
highest point of contact available in the chat right now.
Would you still like to proceed?
I have 3 APPs: Xfinity Mobile and
Xfinity and Xfinity My Account
Alright, I request you to please download the most updated
version of the Xfinity Mobile Visual Voicemail app.
Why? What am I using right now for
Voicemail ?
Hello -o ? Are you saying I'm using
the wrong App right now ?
There is the possibility; however, I would request you to
please download and/or update to the most current version of
the Xfinity Mobile Visual Voicemail app.
I dont have it so it would be a separate install
and I'd end up with 2 apps for voicemail
Alright, let me check what we can do for you.
How long has Xfinity Mobile Visual
Voicemail been available ? Should I have been using Xfinity
Mobile Visual Voicemail all along ?
Are you really a supervisor ?
Xfinity Mobile Visual Voicemail has been available for older
Android devices, but it is not compatible with devices
launched in 2019 or later, which use the manufacturer’s
default visual voicemail app instead. If you have an older
Android device, you should have been using the Xfinity
Mobile Visual Voicemail app. However, if you upgraded to a
newer device, you will not have access to the Xfinity Mobile
voicemail app and should use the default app provided by the
device manufacturer.
Well do you know my device ? Its newer than 2019
( you could have asked )
I want to inform you that I have
exhausted all required troubleshooting on my end. It seems
we need to escalate this to a Tier 2 team. I request that you please call
this number, 1888-936-4968,
to connect with the Xfinity Mobile Tier 2 team, who can
assist with this matter.
This is the ticket number
CR252278942.
Is there anything else I can help you with?
And I already had
Ticket Number: ECM0020467473 -closed
Ticket Created:
3/16/2026 now its
ECM0020470540-phone
They are our tier two team who is available by phone. I
would request you to please call them.
Aman left the chat. NOT Prachi
????????????????
TIER 3 CAN ONLY BE VIA CHAT
TALKING ON THE PHONE ---
Kelly she is
chatting to tier 3 "did the chat person ask me to do
anything with my phone" ?
just install Xfinity Mobile Visual Voicemail
Powered off my phone -- she lefty a message while it was off
--- I powered it up and it didnt show
thats a BUG LET ME SPEAK TO YOUR SUPERVISOR
ECM0020472980 SMOKE
LIES: ECM0020470540 3-5 business days
She said shes going to transfer me to her
supervisor -- but she just put me on waiting-music
voicemail / settings / 18.2.00.19
Cant put the CR252309905 BUG AP in my tickets
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