Voicemail PIN reverts to default

[DaveL35]

This issue has been raised in the past, but as far as I can tell, nobody has been able to get a meaningful answer.

If you don't use voicemail for a while the secure PIN you have set up will revert to the default, and you lose your PIN protection.

I've contacted O2 twice today to try to get a resolution. On live chat, the advisor told me that it will revert after a time. When I asked how long, I was told it's in the phone settings, not in the O2 systems. This is clearly nonsense.

I contacted customer service on 202 and was told that the system is set up to revert to default "after a while" but the advisor was unable to tell me exactly (or even roughly) how long this while is. The best part was the explanation that it is "for security reasons".

Can anyone suggest a way to get someone who might understand the issue to listen and to accept that there is a problem and a security exposure here.

[jonsie]

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@DaveL35 wrote:

Any progress to report, @Toby ?

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Timely reminder....

[Toby]

Hi Dave,

I'll chase this for you now. Sorry for the delay

[Toby]

Hi guys,

The team is looking into this. If your voicemail pin was reverted back to the default, it could only be changed to something else through your number. So you’d have to have your phone and sim lost/stolen for this to happen.

[perksie]

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@Toby wrote:

Hi guys,

The team is looking into this. If your voicemail pin was reverted back to the default, it could only be changed to something else through your number. So you’d have to have your phone and sim lost/stolen for this to happen.

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I really don't believe that is the reason Toby, mine has changed by itself on at least 3 occasions.

I rarely use VM so something in the systems at O2 must be causing this. I've stopped using TuGo which may well be the cause for much of this.

[Toby]

Hi @perksie ,

I shall hopefully have some more information very soon

[Toby]

Hi guys,

I've received the following info. Your voicemail PIN is reset to default only after a period of inactivity for 60 days. Once this happens and to ensure the safety and security of our customers, external access to your voicemail is not possible until you change the PIN to something unique (not the default).

I hope this helps!

[Anonymous]

Reminds me of this popular idea on giffgaff:

http://community.giffgaff.com/t5/ideas/v2/ideapage/blog-id/ideas_01/article-id/107729?device-view=de...

[perksie]

Thanks for confirming this @Toby, but isn't it time this "feature" was updated to stop this from happening?

[MI5]

Bonkers !

[Toby]

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@perksie wrote:

@Anonymous for confirming this @Toby, but isn't it time this "feature" was updated to stop this from happening?

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I will definitely feed your thoughts to the team. How would you change it if I may ask? The more info I have to report back with, the better