Hi ​@BRINO ,

Thanks for reaching out. Based on what you've described, it sounds like your voicemail mailbox has been successfully set up, however there may be an issue with message navigation within the voicemail system.

Please try the following troubleshooting steps:

1. Call your voicemail service and listen to the first message in full until all voicemail prompts have finished playing.
2. After the message ends, wait a few seconds before selecting any menu options.
3. Try using the voicemail menu options to move to the next message (if available) rather than returning to the main menu.
4. If pressing 7 does not delete the message, try accessing your voicemail from another phone and see if the same behavior occurs.
5. Restart your mobile device and then dial into voicemail again.

If the issue persists, please contact our support team via direct message on our iD community platform. 

We'll be happy to investigate further.

Thanks,

Zubair

After listening to the first message the system reverts back to the main menu.
I have restarted the phone on several occasions but the results are the same.
I have tried to use this SIM card in another phone and it acts exactly the same.

Hi ​@BRINO.

Thank you for the update. We’re sorry to hear that the issue is still happening, even after restarting your phone and trying the SIM card in another device.

Please contact us directly via Live Chat:https://www.idmobile.co.uk/live-chat, so our Technical Team can review the issue and carry out further checks.

Thanks,

Marquerita

The iD Mobile Team

I reported this issue on 6th August, my very first day using ID MOBILE.
I was given a reference number and the Tekky’s were going to get back to me within 24-48 hours.
I heard no more.
I have again reported the issue.
Again I have been told that the Tekky’s will get back to me within 24 - 48 hours.
I am really disappointed.
I have suggested that the Tekky’s delete my voicemail box and then issue me with a new one, apparently they cannot do this.

I used to be with GiffGaff for some 12 years and not once did I have any problems like this.
I only left GiffGaff as this system appeared to give me more for my money.
It has now been over a week and I have many voicemail messages in my mailbox and yet I can only hear the first message and then the system sends me back to the main menu and I am unable to delete, hear or change any of these messages.
If this is not sorted in the next few days I will request that my account be removed , any money I have paid or are liable to pay be refunded and I will take my business elsewhere.
I realise I am in a 24 month contract but as far as I am concerned the system does not work and therefore is not fit for purpose.

Hi ​@BRINO,

I'm sorry to hear about the experience you've had so far, especially as you've already reported the issue more than once and are still waiting for an update.

I completely understand your frustration, particularly when you've been unable to fully access your voicemail messages and have important messages building up in your mailbox.

As the issue is already with our Technical Team, we'd recommend waiting for their response, as they'll be best placed to investigate the root cause of the fault and advise on the available solutions.

If you feel the matter needs to be escalated further, or if you haven't received an update within the timeframe you've been given, please contact our Customer Service Team via Live Chat: https://www.idmobile.co.uk/live-chat

They'll be able to review the status of the investigation and discuss any further escalation options available to you.

We apologise for the inconvenience this has caused and appreciate your patience while the issue is being investigated. We hope you're provided with an update and resolution as soon as possible.

Regards,

Gemma M

The iD Mobile Social Media Team