Hi ​@hlmaguire84, 

📞 How to retrieve voicemail from your handset

1. Dial voicemail

• Open your phone dialler
• Press and hold 1

(or dial 123 if that doesn’t work)

2. Enter your voicemail PIN (if prompted)

• Enter your voicemail security PIN
• If you’ve forgotten it, it will need to be reset via customer services

3. Listen to your messages

• Follow the voice prompts to:
• Listen to new messages
• Save or delete messages
• Skip between messages

📱 Alternative (if dialling doesn’t work)

• Make sure you have signal
• Try restarting your handset
• Ensure voicemail is set up and active on your line (If it was not set up you will not be able to retrieve anything as there would not be any message.)

Owethu

Sorry, I didn't detail the message. It is a voicemail I received in January and I saved it. 

I cannot retrieve it.

Hi ​@hlmaguire84.

Thanks for clarifying that.

When you dial 123 and access your voicemail, are you being given the option to retrieve or listen to older saved voicemails, or is the message you’re looking for not appearing at all?

Thanks,

Marquerita

The iD Mobile Team

It says the voicemail is no longer there. 

This was an important message that I needed to have saved, to help with a police incident. I saved it and now it has gone. I have read online that messages saved will go after 30 days. Surely this is wrong, messages shouldn't be deleted. This is an important voicemail message I needed. 

What if it was a message from someone's loved one no longer with them ???

Any help in trying to retrieve it would be great. 

Thank you

Hi ​@hlmaguire84, 

 

Thank you for getting in touch, and I’m really sorry to hear about the importance of this voicemail I understand how upsetting and frustrating this must be, especially given it relates to a police matter.

With iD Mobile voicemail, messages are stored on the network system rather than on the handset. Because of this:

• Voicemails (including saved ones) are typically only retained for a limited period (usually around 30 days)
• After this period, they are automatically deleted from the system and cannot be recovered
• Once deleted from the network, even saved messages cannot be retrieved

⚠️ Why this happens

Voicemail storage has a time limit to:

• Protect system storage capacity
• Maintain security and compliance standards
• Ensure old messages are not retained indefinitely on the network

Unfortunately, once a voicemail has passed the retention period and been removed, it cannot be restored by us or accessed again.

💬 I do understand the impact

I completely understand your point about the importance of messages like this, especially in sensitive situations. While we cannot recover deleted voicemail content, your feedback is valid and I will ensure it is passed on for review.

Owethu