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Samsung s8 has not voicemail notification

FIXED
Dabbler
Posts: 11
Thanks: 8
Registered: ‎29-01-2018

Re: Samsung s8 has not voicemail notification

Hi SAABDude, significant development.
A software update for my handset became available this afternoon. Modest in size ( less that 30 Mb). I checked vm notification, which was working, then immediately installed the update. I then immediately rechecked vm notification and it no longer works. Exactly the same behaviour as before. I also confirm that my handset still handled vm notifications on another sim.
I'm left wondering if this would have happened if i had taken the sim out while the update installed.
Grafter
Posts: 38
Thanks: 13
Registered: ‎22-01-2018

Re: Samsung s8 has not voicemail notification

Dave777c. Oh heck. That is confusing. How can a SIM get "corrupted" by a handset software update? Now I'm really confused. Anyone got any ideas? This really isn't very reliable.
Dabbler
Posts: 11
Thanks: 8
Registered: ‎29-01-2018

Re: Samsung s8 has not voicemail notification

Hi Rebeka,
Is it possible for you to review the recent posts on this thread? It seems to me that the problems encountered are specific and from the information on the forum it should be straightforward for your technical team to reproduce the problem. Some meaningful technical comment would be appreciated and it must surely be in plusnet's interests to sort the problem or advise a work-around.
All Star
Posts: 929
Thanks: 130
Fixes: 31
Registered: ‎25-11-2016

Re: Samsung s8 has not voicemail notification

Hi all, 

If you could please send a Private Message to any of the staff listed below with the following information:

  • Handset make and model
  • Mobile number
  • Has the Voicemail notification service ever worked? If so, were any changes/updates made to the handset which could be causing the issue?

We can then send this off to be looked into by our Operations Team and receive some clarification on this.

@RebekaPreston @SarahStewart @LivRobinson @MichaelWilliams @CharlieRobinson @OliGaffney

- Rebeka 

 

 Rebeka Preston
 Plusnet Help Team
Grafter
Posts: 38
Thanks: 13
Registered: ‎22-01-2018

Re: Samsung s8 has not voicemail notification

PM sent to you Rebeka as requested. Thanks.
Hooked
Posts: 6
Thanks: 9
Registered: ‎10-12-2015

Re: Samsung s8 has not voicemail notification

I thought I'd do a spot of debugging - my dual SIM Samsung J7 Prime runs Android 7.0. SIM1 is on PlusNet and SIM2 is on GiffGaff. When a voicemail is left at GiffGaff, a notification icon appears in the phone's status bar. When a voicemail  is left at PlusNet, no such notification icon appears. So in this respect GiffGaff works, PlusNet doesn't. If I turn my phone off, then turn it on again, and there is voicemail waiting at PlusNet, then the notification icon does appear. The only time I have ever seen a voicemail notification icon has been if I restart the phone when there is voicemail at PlusNet.

In case it may be relevant, I transferred my existing mobile number to the PlusNet SIM, so the phone number it's associated with is not the original number of the SIM.

I used the Android adb tool to log the phone's radio buffer while I left a voicemail at GiffGaff, then did the same while I left a voicemail at PlusNet. It seems that in both cases an SMS message indicating a change in voicemail status was received from the network, but in the case of PlusNet, the following extra line was logged :

 

02-05 16:00:23.957  3184  3340 D RILJ    : [2895]< SIM_IO IccIoResponse xx xx [SUB0]

Here's what was in the radio log when a voicemail was left at GiffGaff :

 

 

02-05 15:23:18.329  3184  3343 D RILJ    : [UNSL]< UNSOL_RESPONSE_NEW_SMS [SUB1]
02-05 15:23:18.332  3184  3343 W SmsMessage: MWI in DCS for Vmail. DCS = 200 Dont store = true vmail count = -1
02-05 15:23:18.332  3184  3377 D GsmInboundSmsHandler: IdleState.processMessage:1
02-05 15:23:18.332  3184  3377 D GsmInboundSmsHandler: Idle state processing message type 1
02-05 15:23:18.335  3184  3377 D GsmInboundSmsHandler: acquired wakelock, leaving Idle state
02-05 15:23:18.335  3184  3377 D GsmInboundSmsHandler: entering Delivering state
02-05 15:23:18.335  3184  3377 D GsmInboundSmsHandler: DeliveringState.processMessage:1
02-05 15:23:18.336  3184  3377 D InboundSmsHandler: getCDMASmsReassembly = false
02-05 15:23:18.336  3184  3377 D Phone   : setVoiceMessageCount: Storing Voice Mail Count = -1 for mVmCountKey = vm_count_key2 in preferences.
02-05 15:23:18.337  3184  3377 D Phone   : [voicemail] notifyMessageWaitingIndicator in phonebase mIsVoiceCapable = true
02-05 15:23:18.338  3184  3377 D GsmInboundSmsHandler: [voicemail]updateMessageWaitingIndicator: updating SIM Records
02-05 15:23:18.338  3184  3377 D GsmInboundSmsHandler: [voicemail]Received voice mail indicator set SMS shouldStore=false
02-05 15:23:18.344  3184  3377 D RILJ    : [2447]> SMS_ACKNOWLEDGE true 0 [SUB1]
02-05 15:23:18.345  3184  3377 D GsmInboundSmsHandler: DeliveringState.processMessage:4
02-05 15:23:18.346  3184  3377 D GsmInboundSmsHandler: leaving Delivering state
02-05 15:23:18.346  3184  3377 D GsmInboundSmsHandler: entering Idle state
02-05 15:23:18.349  2522  2784 E RILD2   : ProcessSingleIpcMessageReceived() - There is no IpcHistoryRecord
02-05 15:23:18.350  3184  3343 D RILJ    : [2447]< SMS_ACKNOWLEDGE  [SUB1]
02-05 15:23:18.379  3184  3184 D SubscriptionController: [getActiveSubInfoList]+
02-05 15:23:18.381  3184  3184 D SubscriptionController: [getActiveSubscriptionInfo]+ subId=2 subInfo= XXX
02-05 15:23:18.382  3184  3184 D SIMRecords1: [SIMRecords] isAvailableMBDN: false isCphsMailboxEnabled(): false
02-05 15:23:18.382  3184  3184 D GsmCdmaPhone2: getVoiceMailNumber: 443
02-05 15:23:18.382  3184  3184 D Phone   : [voicemail] getVoiceMessageCount: mVmCount= -1
02-05 15:23:19.067  3184  3536 D TelephonyManager: getLteOnCdmaMode=0 curVal=0 product_type='' lteOnCdmaProductType=''
02-05 15:23:19.073  3184  3430 D TelephonyManager: getLteOnCdmaMode=0 curVal=0 product_type='' lteOnCdmaProductType=''
02-05 15:23:19.944  3184  3196 D TelephonyManager: getLteOnCdmaMode=0 curVal=0 product_type='' lteOnCdmaProductType=''
02-05 15:23:19.949  3184  3539 D TelephonyManager: getLteOnCdmaMode=0 curVal=0 product_type='' lteOnCdmaProductType=''
02-05 15:23:21.347  3184  3377 D GsmInboundSmsHandler: IdleState.processMessage:5
02-05 15:23:21.347  3184  3377 D GsmInboundSmsHandler: Idle state processing message type 5
02-05 15:23:21.348  3184  3377 D GsmInboundSmsHandler: mWakeLock released
02-05 15:23:21.804  3184  3340 D RILJ    : [UNSL]< UNSOL_RESPONSE_VOICE_NETWORK_STATE_CHANGED [SUB0]

and here's what was in the radio log when a voicemail was left at PlusNet :

 

 

02-05 16:00:23.931  3184  3340 D RILJ    : [UNSL]< UNSOL_RESPONSE_NEW_SMS [SUB0]
02-05 16:00:23.933  3184  3340 W SmsMessage: MWI in DCS for Vmail. DCS = 200 Dont store = true vmail count = -1
02-05 16:00:23.934  3184  3352 D GsmInboundSmsHandler: IdleState.processMessage:1
02-05 16:00:23.934  3184  3352 D GsmInboundSmsHandler: Idle state processing message type 1
02-05 16:00:23.936  3184  3352 D GsmInboundSmsHandler: acquired wakelock, leaving Idle state
02-05 16:00:23.936  3184  3352 D GsmInboundSmsHandler: entering Delivering state
02-05 16:00:23.937  3184  3352 D GsmInboundSmsHandler: DeliveringState.processMessage:1
02-05 16:00:23.938  3184  3352 D InboundSmsHandler: getCDMASmsReassembly = false
02-05 16:00:23.938  3184  3352 D Phone   : setVoiceMessageCount: Storing Voice Mail Count = -1 for mVmCountKey = vm_count_key1 in preferences.
02-05 16:00:23.938  3184  3352 D Phone   : [voicemail] notifyMessageWaitingIndicator in phonebase mIsVoiceCapable = true
02-05 16:00:23.940  3184  3352 D GsmInboundSmsHandler: [voicemail]updateMessageWaitingIndicator: updating SIM Records
02-05 16:00:23.940  3184  3352 D RILJ    : [2895]> iccIO: SIM_IO 0xdc 0x6fca  path: 3F007FFF,1,4,6 aid: xxx [SUB0]
02-05 16:00:23.942  3184  3352 D GsmInboundSmsHandler: [voicemail]Received voice mail indicator set SMS shouldStore=false
02-05 16:00:23.948  3184  3352 D RILJ    : [2896]> SMS_ACKNOWLEDGE true 0 [SUB0]
02-05 16:00:23.949  3184  3352 D GsmInboundSmsHandler: DeliveringState.processMessage:4
02-05 16:00:23.949  3184  3352 D GsmInboundSmsHandler: leaving Delivering state
02-05 16:00:23.949  3184  3352 D GsmInboundSmsHandler: entering Idle state
02-05 16:00:23.952  2481  2772 E RILD    : ProcessSingleIpcMessageReceived() - There is no IpcHistoryRecord
02-05 16:00:23.953  3184  3340 D RILJ    : [2896]< SMS_ACKNOWLEDGE  [SUB0]
02-05 16:00:23.957  3184  3340 D RILJ    : [2895]< SIM_IO IccIoResponse xx xx [SUB0]
02-05 16:00:24.041  3184  3539 D SubscriptionController: [getActiveSubInfoList]+
02-05 16:00:24.041  3184  3539 D SubscriptionController: [getActiveSubscriptionInfoForSimSlotIndex]+ slotIdx= XXX subId= XXX
02-05 16:00:24.047  3184  3196 D SubscriptionController: [getActiveSubInfoList]+
02-05 16:00:24.048  3184  3196 D SubscriptionController: [getActiveSubscriptionInfoForSimSlotIndex]+ slotIdx= XXX subId= XXX
02-05 16:00:24.057  3184  3430 D SubscriptionController: [getPhoneId] asked for default subId=1
02-05 16:00:24.115  3184  3539 D SubscriptionController: [getActiveSubInfoList]+
02-05 16:00:24.116  3184  3539 D SubscriptionController: [getActiveSubscriptionInfoForSimSlotIndex]+ slotIdx= XXX subId= XXX
02-05 16:00:24.121  3184  3196 D SubscriptionController: [getActiveSubInfoList]+
02-05 16:00:24.122  3184  3196 D SubscriptionController: [getActiveSubscriptionInfoForSimSlotIndex]+ slotIdx= XXX subId= XXX
02-05 16:00:24.280  3184  3196 D SIMRecords1: [SIMRecords] isAvailableMBDN: false isCphsMailboxEnabled(): false
02-05 16:00:24.280  3184  3196 D GsmCdmaPhone2: getVoiceMailNumber: 443
02-05 16:00:24.291  3184  3539 D SIMRecords0: [SIMRecords] isAvailableMBDN: true isCphsMailboxEnabled(): false
02-05 16:00:24.291  3184  3539 D GsmCdmaPhone: getVoiceMailNumber: 555

 

Grafter
Posts: 38
Thanks: 13
Registered: ‎22-01-2018

Re: Samsung s8 has not voicemail notification

For additional info on my testing both my pn SIM and my fiancee's pn SIM had our existing Tesco mobile numbers ported to them. Her setup gets vm notifications, mine doesn't. My SIM in her phone gets vm notifications. Her SIM in my phone gets vm notifications. Both Samsung J5 handsets - hers is 2015 model on marshmallow mine is 2017 on nougat.
Dabbler
Posts: 11
Thanks: 8
Registered: ‎29-01-2018

Re: Samsung s8 has not voicemail notification

I sent a PM as requested.
By way of additional info.. my PN number is a port. (It's a Vodafone number).
I've ordered a new SIM. I will monitor how it gets on, but if there is another software update i will replace the PN sim with my giffgaff sim prior to installing the update.
Grafter
Posts: 38
Thanks: 13
Registered: ‎22-01-2018

Re: Samsung s8 has not voicemail notification

Update. Received replacement Plusnet SIM and activated it this morning with request to Plusnet. Transfer of my existing number to new SIM only took a few minutes (good stuff).
Then tested vm notification again. Still no joy with immediate vm notification. Only get vm notification on handset reboot but the notification on reboot seems more reliable as even that sometimes didn't happen on the previous SIM. So still not properly fixed but changing SIM has made some difference.
Hooked
Posts: 8
Thanks: 1
Fixes: 1
Registered: ‎10-10-2017

Re: Samsung s8 has not voicemail notification

Fix

Guys, EVERYONE

 

It has already been confirmed on page 1 and by Plusnet themselves. They do not support VM notifications for s8.

 

Save yourselves the pain and headache. Plusnet do not support it and only options you have is

 

1. Wait till they do

2. Buy a handset

3. Move to another provider (like i did)

 

Don't waste time debugging, or fixing or finding alternatives Smiley 

Grafter
Posts: 38
Thanks: 13
Registered: ‎22-01-2018

Re: Samsung s8 has not voicemail notification

20882016. I think you're missing the point. This is not handset specific so buying another handset won't necessarily work. This thread is being used to try and gather meaningful evidence to help Plusnet diagnose the problem. They do support vm notification as it is working on some cases. If you read the entries in this thread you will see all of the above.
Please DO NOT CLOSE this thread.
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-01-2017

Re: Samsung s8 has not voicemail notification

@20882016 you're guilty of not reading the thread. My wife has an iPhone 6. Voicemail notifications do not work.
All Star
Posts: 929
Thanks: 130
Fixes: 31
Registered: ‎25-11-2016

Re: Samsung s8 has not voicemail notification

Hi all,

We have advised previously that we don't support Voicemail notifications as we're an MVNO (Mobile Virtual Network Operator) and not an MNO (Mobile Network Operator), which means we don't have access to all of the premium services that other big networks provide.

Having said that, I have queried this and been advised to gather examples to send across to our Operations Team to look into it, as some notifications are intermittent and this shouldn't be the case.

This is a service we don't support and have no plans to implement in the near future however, our Operations Team should be able to investigate and provide us with further clarification as to why this is occurring.

Once I have received an update, I'll be sure to update the thread.

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
Hooked
Posts: 5
Thanks: 5
Registered: ‎26-01-2018

Re: Samsung s8 has not voicemail notification

Rebekah,

I think one of the confusing things here's is the phrase "we don't support". In this context, it can have two distinct meanings:

1. The platform you operate does not have VM notifications as a feature. The platform "doesn't support" them. The problem with this is that it clearly does work for some people.

2. The platform might work properly with VM notifications, it it might not. If it doesn't, you don't offer customer support on the feature because it's not in your gift to change the platform's behaviour, and if it works then lucky you.

The thread here suggests it's option 2. If you get VM notifications then great, if not then you basically wash your hands of it.

Which is basically poor. You're making the deficiencies in your service our problem, when it shouldn't be. As several have said, VM is a "hygiene factor" for a mobile telephony service - it's simply expected to be part of the basic package.

Rather than just take this to ops people, I think you should be raising this issue at a higher level in the PN business. Do you have a Product Manager for your mobile offering?
Hooked
Posts: 6
Thanks: 9
Registered: ‎10-12-2015

Re: Samsung s8 has not voicemail notification

RebekaPreston

Can you point me at the document that we should have seen before we signed up to PlusNet Mobile that says that voicemail notifications will not be supported ?

I can't see how a voicemail service is any use without voicemail notifications - you can hardly keep on checking voicemail just in case a voicemail has been left, so presumably that document told us that users of PlusNet Mobile will get severely limited voicemail facilities.