No notification of new voicemail

[DrB]

I have a secondary line on my iPhone 11 via an e-sim O2 monthly contract. This is a new account.

Everything works OK except I am not getting notifications for new voicemail.
Otherwise voicemail works OK, it is just the notifications that don't work.

I'm not too worried about visual voicemail, I would be happy with an SMS.
Can someone help me?

I'm not sure if this is important but if I dial 901 then * then 4, there is no option 1 to set notification type as a lot of instructions suggests there should be.

[MI5]

@DrB 

All we know about voicemail here Guide: All you need to know about O2 Voicemail 901 but this is before the introduction of esim.

As esim appears to cause other issues too, I would log the fault with customer service for investigation Guide: How to find help & contact O2 

[EmilieT]

Hi @DrB, as suggested above, have you talked to Customer Services about this? If so, what did they say?

Let us know how you get on please, and welcome to the community

[DrB]

Hi @EmilieT and thanks for the response.

I have contacted Customer Services 3 times so far. 2 live chats and 1 call to 202

1) During the first livechat, the operator said they "updated the bolton"? It would take 24 hours to take effect.

2) The second livechat conceeded they could not find any problem with my account and said I should go to an O2 store.

3) The call to 202, the operator said this was caused by "WiFi and 4G calling" and he removed it. He insisted an e-sim was no different to a physical sim and there were no issues with e-sims. Again wait 24 hours.

The fact that changes can take 24 hours to provision makes things hard.

I am also trying to find other iPhone users with e-sim or dual sim on O2. I can't be the only one.

I will be caling them again in the next hour. If they can not suggest anything better then I will ask them to remove the iPhone bolton (which provisions visual voicemail), I reason this will obviously make a change to voicemail.

[EmilieT]

@DrB If you're still waiting for an answer on those questions and issues, I could try and get one of our gurus on the case if you'd like? Let me know how things have progressed since we last spoke and we'll take it from there

[DrB · Accepted solution]

@EmilieT  Thank you for the offer but my idea of removing the "iPhone bolton" has worked for me

Once the bolton is removed then I could *41 at the voicemail menu and set SMS notification.

O2's iPhone bolton is to enable Visual Voicemail and I don't think Visual Voicemail will not work correctly on a "secondary line" in a dual sim setup.

This is just my theory but in support I would quote https://support.apple.com/en-gb/HT209044 which says

"2. If data roaming is on for the number that uses cellular data, then Visual Voicemail and MMS will be disabled on your voice-only number."

and the secondary line is a effectively a voice only number

[EmilieT]

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@DrB wrote:

@EmilieT  Thank you for the offer but my idea of removing the "iPhone bolton" has worked for me

Once the bolton is removed then I could *41 at the voicemail menu and set SMS notification.

O2's iPhone bolton is to enable Visual Voicemail and I don't think Visual Voicemail will not work correctly on a "secondary line" in a dual sim setup.

This is just my theory but in support I would quote https://support.apple.com/en-gb/HT209044 which says

"2. If data roaming is on for the number that uses cellular data, then Visual Voicemail and MMS will be disabled on your voice-only number."

and the secondary line is a effectively a voice only number

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@DrB Good to hear it's working now, and thanks for sharing all these updated and info!