topic Re: Incoming calls going straight to voicemail in Pay Monthly

Incoming calls going straight to voicemail

Sundaze — Wed, 23 Jun 2021 22:58:03 GMT

Hi All,

I've been with O2 with the same phone number for 25 years (PAYG).

Last September I signed up for a £10 pm 18m sim only deal, and keeping my number, as I was happy with my relatively new Huawei P Smart handset.

About a month ago an incoming call went straight to voicemail. The handset was Infront of me, so I was perplexed, but thought no more of it.

Subsequently, 9 out of 10 calls are now doing this too.

I have tried the following, to no avail:

Rebooting the phone, turned Bluetooth off, checked do not disturb, checked call forwarding/call barring, tried to turn off voicemail itself-however it says to contact the service provider. I've done so 3 times, and they say they have/will, but haven't. The sim has been tried in another handset and another Sim tried in mine, with exactly the same outcome. Dropping to 3g didn't help either.

I've been in discussions with Customer Complaints....3 weeks on and 4 sim card changes, nothing has changed. I've also had my line disconnected for an hour.

I have now twice given to Gurus, who have called me (on my partners phone!) a list of of dates, times and phone numbers of the call/callers involved, via a text to 21336. I haven't had any feed back from that either..

Any ideas what the problem is?

Any advice welcomed, thanks.

Re: Incoming calls going straight to voicemail

Anonymous — Wed, 23 Jun 2021 23:35:25 GMT

@Sundaze Hi, have you tried calling 1760 to turn voicemail off (Automated service)?

Re: Incoming calls going straight to voicemail

Sundaze — Wed, 23 Jun 2021 23:51:05 GMT

Hi, yes, I've tried that, plus I also tried ##002#. No luck 😞

Re: Incoming calls going straight to voicemail

jonsie — Thu, 24 Jun 2021 00:14:05 GMT

D|isable wifi calling and then dial 1760

You can then enable it you wish

I would try without voicemail for a few days

Re: Incoming calls going straight to voicemail

Sundaze — Thu, 24 Jun 2021 09:33:18 GMT

Hi @jonsie

Thanks,

I don't have WiFi calling, and voicemail will not allow itself to be turned off...by me, O2 shop colleagues, online help, customer services...and I tried the 1760 suggestion...today 2 out of 6 calls went straight to VM... 😞

Re: Incoming calls going straight to voicemail

Anonymous — Thu, 24 Jun 2021 14:50:40 GMT

@Sundaze Does this still happen if you use another phone - By putting your SIM in another phone?

Re: Incoming calls going straight to voicemail

Sundaze — Thu, 24 Jun 2021 15:11:07 GMT

Hi @Anonymous,

Thanks. Yes, it happens when the sim is put into another phone. O2 shop colleague tried that.
The sim was changed just incase (well, 02 have over the course of the last month sent/given me 4!), but the fault still remains..

Re: Incoming calls going straight to voicemail

Anonymous — Thu, 24 Jun 2021 15:58:35 GMT

@Sundaze Hi, if you've tried with another phone and with different SIM's then the only thing it can be is a problem with your number/account. Tbh it just sounds bizzare, If it were me - I would just start with a new number. It seems your number is just bugged and if O2 can't reset to normal then you need to start again, I'm sorry to say.

Re: Incoming calls going straight to voicemail

Sundaze — Thu, 24 Jun 2021 16:13:41 GMT

Hi @Anonymous

Thanks again. This is my worst case scenario. I honestly didn't want to change number after having it for 25 years 😞

I'm thinking that a new number will somehow get corrupted too...
One of the attempts to help solve this was to give me a new number, then port the old number to piggy back off the new number. The fault remained...as I'm an existing customer, I have a fear, that even having a new number, if the fault lies in the account, I'll still have the fault.

Thanks again.. apologies if I'm talking nonsense, I'm a true technophobe!

Re: Incoming calls going straight to voicemail

gmarkj — Thu, 24 Jun 2021 16:26:18 GMT

Have you tried putting a call divert on to another number and then cancelling it?

Re: Incoming calls going straight to voicemail

Anonymous — Thu, 24 Jun 2021 16:45:53 GMT

@Sundaze Hi, If voicemail is off (You can call 1760 to turn off, you say you have done this) Then there is no way calls should go to voicemail. That's the problem in a nutshell, forget phone, SIM, other settings. Makes no sense at all that your calls still go to voicemail, even if you get no phone signal and somebody calls you then if voicemail is off, it's off.

Re: Incoming calls going straight to voicemail

Sundaze — Thu, 24 Jun 2021 16:51:50 GMT

Hi @gmarkj

No, I haven't tried that, I'll give it a go, anything is worth a try!
Thanks.

Re: Incoming calls going straight to voicemail

Sundaze — Thu, 24 Jun 2021 16:59:22 GMT

Hi @Anonymous

That's part (or all) of the problem I think...

When I ring 1760, it says "unable to switch off voicemail, please contact your service provider". (My handset is a Hauwei P Smart)

So, various online chats, 3 visits into O2 shops, and now with customer complaints, no one has been able to turn off my wretched voicemail...

Re: Incoming calls going straight to voicemail

Anonymous — Thu, 24 Jun 2021 17:26:24 GMT

@Sundaze So voicemail is on then, that is not down to the phone that is O2. When you phone 1760 you are telling the O2 system to turn off voicmail - It has nothing to do with the phone.

You need to contact O2 and tell them that you can not turn off voicemail. It's not the phone.

Re: Incoming calls going straight to voicemail

Sundaze — Thu, 24 Jun 2021 17:43:47 GMT

Hi @Anonymous

Thanks again.

I'm thinking the same as you.
I have no idea what the numerous people that I have spoken with, emailed or had online chats with are doing, but certainly not, even though I clearly tell them, turning off my voicemail, ggrr.

Weird thing is that it's intermittent, some times calls come through absolutely fine, other times straight to voicemail... so frustrating.

Thanks again, I've been told I'll be contacted by a Guru...I so hope she can get to the bottom of this once and for all.

Re: Incoming calls going straight to voicemail

Sundaze — Thu, 24 Jun 2021 17:49:56 GMT

Me again @Anonymous

Is there actually hardware anywhere that potentially could have a faulty component? (Similar to say a telephone exchange when talking about landlines).
So it would be an engineering not a data problem?

Re: Incoming calls going straight to voicemail

Anonymous — Thu, 24 Jun 2021 18:45:45 GMT

@Sundaze Hi, I woudn't think so a hardware problem would cause widespread problems, your specific problem sounds like some kind of software bug to me.

Anyway, hope you get it sorted out with O2.

Re: Incoming calls going straight to voicemail

Sundaze — Thu, 24 Jun 2021 18:57:33 GMT

@Anonymous

Ah, Ok thanks, I'm just clutching at straws.

I do hope it can be resolved, as the thought of updating potentially 25 years worth of people and places of a new number, and/or being given a recycled number that might have its own issues is causing me stress!

Thanks again for your patience and help 👍

Re: Incoming calls going straight to voicemail

Sundaze — Thu, 15 Jul 2021 17:34:36 GMT

Fingers crossed my issue is now resolved...

My line was disconnected for 4 hours last week and then reconnected, and touch wood, since then, every incoming call is coming through to my phone.

Here's hoping it's a permanent fix.

Thanks for all the help and suggestions I've been given.

Re: Incoming calls going straight to voicemail

MI5 — Mon, 23 Jun 2025 22:13:25 GMT

@Rory15

Probably another divert set so dial ##002#. to cancel all diverts.