topic 1571 not working, incorrect "messages full" in Home Phone

1571 not working, incorrect "messages full"

Grezzer36 — Sun, 09 Jul 2023 23:03:52 GMT

My mother in law's 1571 voicemail is not working properly. At the moment callers are not able to leave a message. When dialling 1571 on her phone it says that "messages are full" & " you have no new messages". She has always deleted previous messages once played. So there should be no saved messages. None of the usual message options are being given when dialling 1571. Voicemail is still activated on her account. The phone line itself appears to be working fine. I would appreciate it if this someone at PNet could give this matter priority as she is 90 yrs old & unable to answer the phone quickly so voicemail is vital for her.

Re: 1571 not working, incorrect "messages full"

jl9za — Mon, 10 Jul 2023 09:06:13 GMT

We just got back from holiday and have the exact same problem. Hope someone knows how to fix it

Re: 1571 not working, incorrect "messages full"

Grezzer36 — Mon, 10 Jul 2023 13:14:34 GMT

Was very similar for my mother in law. Away from home for 5 days. Relative unable to leave message last Thurs. On returning home yesterday found issue mentioned above. As no response on here from PNet yet will now try to raise as fault on her account.

Re: 1571 not working, incorrect "messages full"

jl9za — Mon, 10 Jul 2023 13:39:21 GMT

Thanks, look forward to hearing what happens

Re: 1571 not working, incorrect "messages full"

FedUp51 — Mon, 10 Jul 2023 15:18:20 GMT

It is 7 days since my voicemail stop working and started giving me, "messages full", "delete messages" with no way of doing so, followed by "you have nomessages".

Plusnet sent a BT Openreach engineer to check my line and broadband and I was told by the engineer that there is nothing wrong with my line or broadband. The fault lies with Plusnet.

Plusnet, twice now have said they don't know what is wrong with voicemail but they're trying to fix it but haven't a timescale as to when. This is obviously not very helpful as I too have been missing important messages.

Re: 1571 not working, incorrect "messages full"

jab1 — Mon, 10 Jul 2023 15:27:04 GMT

@Grezzer36 , @jl9za , @FedUp51 - I seem to recall that there was a near-total breakdown issue on the 1571 voicemail service last week/the week previous, which 'appeared' to get fixed in about 72 hours. Just wondering if you are still seeing the residual effects of that?

NOTE - this was on the OpenReach network, nothing to do with PN.

Re: 1571 not working, incorrect "messages full"

FedUp51 — Mon, 10 Jul 2023 15:31:29 GMT

I have tried again. Same problem and it has been like this every day since last Monday.

Re: 1571 not working, incorrect "messages full"

Grezzer36 — Mon, 10 Jul 2023 18:31:29 GMT

Contacted PN by phone this afternoon (didn't use auto/text fault reporting as line itself ok). Got thru quickly at 2.30pm. Obviously aware probably with vm recently. They have deactivated vm from ac for 24hrs, then will reactivate it. Apparently this often fixes issues (suppose equivalent of unplugging TV digital box etc for 3 mins etc). Will report back on how successful it is tmrw

Re: 1571 not working, incorrect "messages full"

FedUp51 — Mon, 10 Jul 2023 21:39:04 GMT

Thanks. I'll see how you get on.

They told me it was across their whole system so why not disconnect and reset everyone for 24 hours.

Re: 1571 not working, incorrect "messages full"

Grezzer36 — Mon, 10 Jul 2023 22:52:33 GMT

Obviously lot of people had vm problems recently but my own vm been OK so far, problem only with mother in laws vm 30 miles away.

Re: 1571 not working, incorrect "messages full"

Grezzer36 — Tue, 11 Jul 2023 10:00:27 GMT

Confirmation from PN reactivated mother in laws vm. Seems back to normal now.....can leave message & retrieve, delete as usual. Hopefully that's sorted now . Thanks PN

Re: 1571 not working, incorrect "messages full"

jl9za — Tue, 11 Jul 2023 11:59:03 GMT

Well done, mine still isn't working do I guess I will have to call them too

Re: 1571 not working, incorrect "messages full"

Grezzer36 — Tue, 11 Jul 2023 12:14:07 GMT

I think that's best option. Auto fault reporting system line check etc doesn't really apply in this case does it. I called 0800 4320200 & chose Home Phone option. Luckily I got thru quickly yesterday about 2.30pm. Good luck 👍

Re: 1571 not working, incorrect "messages full"

ClaudiaG23 — Tue, 11 Jul 2023 18:00:22 GMT

Hi @jl9za, would you like me to remove the voicemail feature and then I can add it back on with you after 24 hours?

As this worked for @Grezzer36 it's most likely going to work for you, as said it's like turning a device off and back on again to fix it.

Re: 1571 not working, incorrect "messages full"

jl9za — Tue, 11 Jul 2023 18:57:51 GMT

Hi thanks but I called support and they did that for me this afternoon. Lost whatever messages were there but at least it is working again now.
Thank you

Re: 1571 not working, incorrect "messages full"

willcutforth — Wed, 12 Jul 2023 09:09:14 GMT

No worries, glad all is working for you now. If you need anything, do let us know.

Re: 1571 not working, incorrect "messages full"

Grezzer36 — Wed, 12 Jul 2023 18:59:15 GMT

Further to my mother in laws vm issues that started this thread & were resolved yesterday......PN email received today on her ac saying: "We've received your order to change your call features. The following will be removed: "


•	Voicemail

•	Caller Display

No such request has been made! Checked in the PN ac, they have been removed. She's had no caller display or vm all day. I've just reactivated these features in ac, so hopefully be active again tmrw. How can this happen??

Re: 1571 not working, incorrect "messages full"

FedUp51 — Thu, 13 Jul 2023 04:25:34 GMT

I called PN customer services and asked them if they could disconnect voicemail and then reactivate it. This was done and I now have voicemail back. One Happy Bunny signing off.

Re: 1571 not working, incorrect "messages full"

willcutforth — Thu, 13 Jul 2023 11:20:07 GMT

@Grezzer36 is it still working today? If not, can you pop me the username over via DM please?

Re: 1571 not working, incorrect "messages full"

Grezzer36 — Thu, 13 Jul 2023 23:38:59 GMT

Thanks Will, pleased to say VM & Calller Display quickly reactivated & all been OK today. Still don't know how they got deleted from ac, but all seems back to normal.