plusnet mobile voicemail issue

[#1]

Hello. My wife is on plusnet mobile and today when I tried ringing her phone from my mobile  I do not even get a ringing tone and the call is immediately cancelled without going to voicemail. When I switch on her phone it rings fine and will also go to voice mail if I she does not  answer or rejects call.

It is just when its switched off completely I have no voicemail or message or ring tone when call her phone. Another person alerted me as they were trying to call her and thought maybe they had the wrong number?

Any suggestions?

Kind Regards

James

[#2]

Hi @jlo31,

I'm sorry to hear that you're experiencing this issue. Have you been able to try the SIM card in another device to see if the same problem persists? I would also ask if the device is fully updated and on the latest firmware?

[#3]

Thanks for the reply. 

I have just checked her phone is up to date which it is, removed and refitted sim card but still same issue.

I then put her sim card in to my phone and when I turned my phone off and rung my wifes number it just hangs up straight away without ringing and no voicemail so I thinking it has to be network or sim issue?

Kind Regards

James

[#4]

Hi @jlo31,

Thanks for confirming this with us. We'd like to take a further look into this and so we can do so I'd ask if you could please send us a private message across with the following details:

 - Your Mobile Number
 - Your Full Name (And whether or not you're the account holder)
 - Your Full Address (Including Postcode)

[#5]

Thanks. PM sent to you.

Kind Regards

James

[#6]

Hi there @jlo31,

We don't seem to have received that PM, could you try sending it to me and let us know here once you've sent that across so we can pick it up.

Thanks.

[#7]

Hi,

It is showing in my sent box to themightyAJ and I have also just posted to you to.

Kind Regards

James Love

[#8]

Thanks for getting back to us @jlo31

I've just asked for some further checks via PM

Let us know once you've responded

[#9]

@MatthewWheeler  Done.

Thanks

James

[#10]

Thanks for getting back to us @jlo31

I've removed and readded the voicemail service which in most cases should fix this type of issue.

Can you retest it?

[#11]

@MatthewWheeler  Have just tested again and still the same fault. We restarted phone, she logged in to voicemail, then switched off phone again and when I try and call her the call immediately fails as before.

kind Regards

James

[#12]

Thanks for getting back to us @jlo31

I've been able to replicate this myself on my own mobile which is on our network so I've asked the relevant team if this is by design or if it's a wider problem

[#13]

Thanks for the update. I'm hoping it's not by design as it's crazy not to be able to take a message when your phone is switched off. Thanks for looking into it.

Cheers

James

[#14]

Could you keep this as unfixed please until we hear back from the tech team.

[#15]

Hi @MatthewWheeler  Just wondered if you had heard back on this issue? 

I was wondering if this is going to be fixed with the new voice mail role out planned?

Kind Regards

James