O2 launches Visual Voicemail on Google Pixel 3 and 3 XL

[Martin-O2]

Hi everyone, I hope you're having a good day so far!

Good news for those who have wished for Visual Voicemail for Android - it has officially launched today. See our press release below.

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Visual Voicemail is making its way to more phones of O2 customers today as it becomes the only UK operator to offer Visual Voicemail on Android devices.

The offer will initially launch on the Google Pixel 3 and 3 XL, with plans to roll out across other vendors, including Samsung and Sony early next year.

Available for O2 Pay Monthly customers, Visual Voicemail is the most user-friendly way to easily and quickly check and select specific voicemail messages without the need to dial 901 to retrieve. In addition, Visual Voicemail displays useful details, such as the name or number of the person leaving the voicemail, as well as the date, time and length of the message.

Currently only available in a similar format on iPhone and Windows Phones, this move from O2 showcases the network operator’s desire to offer the best experience to its customers, regardless of the phone they use.

Magnus McDonald, Director of Product and Category Management at O2 said:“We are constantly looking at how we can improve the customer experience when using any of our services. We were the first to offer Visual Voicemail on the iPhone and then again on Windows phones and it has always been a hugely popular offer. We know that our customers have been hoping to have Visual Voicemail on their Android devices and we’re delighted to be the first network operator to be able to offer this.”

The new Visual Voicemail upgrade can be enabled by installing a new version of the Phone app, available via the Google Play Store.

For more information on the launch of Visual Voicemail on O2, visit:http://o2.uk/VisualVoicemail

FAQs for visual voicemail on android can be found in the below spolier. 

More info

Q - How do I find out which Android devices are eligible for Visual Voicemail?

A - You can find out more information on Visual Voicemail and the supporting devices here - https://www.o2.co.uk/help/phones-sims-and-devices?page=topic/voicemail/visual-voicemail/device

Q – How do I get Visual Voicemail?

A – Starting from the 2nd December, Google are releasing a new version of their Phone app with Visual Voicemail switched on for O2.  If you have a supporting device, the Phone app will update automatically if Auto-update is switched on.  If not, search for the Phone app (by Google LLC) in the Play Store and check that at least version 42 is available (Visual Voicemail will be switched on in Version 42).

Q – It’s later than the 2nd December, but I haven’t received the new version of the Phone app?

A – Google are releasing the new version of the Phone app in phases, with it only being available for a small amount of users initially from the 25^thNovember, increasing to 100% of users in early December.  If you really don’t want to wait, you can force the update by going into the specific Phone app page on the Play Store.

Q - What Consumer Tariffs can I get VVM on?

A - VVM can be used on any Pay Monthly or SIM Only consumer tariffs.

Q - What Business Tariffs can I get VVM on?      

A - VVM can be used on any Pay Monthly or SIM Only business tariffs.

Q - What is a Corporate APN and why can't I get VVM when using one? 

A - A corporate APN is a type of data connection used by business customers for their employees to use on their device.  VVM can only be used when using the standard O2 mobile data connection (mobile.o2.co.uk) for Android devices.

Q – If I move a SIM from an iPhone to one of the VVM devices, will VVM work?

A – Customers will need to make sure that they have a mobile data connection for Android devices rather than for iPhones, so will need to get in touch with O2 to swap over to a data connection for Android devices.

Q - Can I use VVM over Wi-Fi?

A - No, VVM will only work over a mobile data connection.

Q - Can I get VVM on Pay As You Go?

A - No, VVM isn’t available for Pay As You Go customers.  The Phone app knows that you’re using a Pay As You Go SIM and will hide the Visual Voicemail settings, so it won’t be visible as an option.

Q – Can I get VVM on Tesco Mobile or giffgaff?

A - No, VVM isn’t available for Tesco or giffgaff customers.  The Phone app knows that you’re using one of those SIMs and will hide the Visual Voicemail settings, so it won’t be visible.

Q – I got my Android device from Carphone Warehouse/Mobile Phones Direct etc, can I use VVM?

A - Yes they can.  VVM will be available on some devices that haven’t been sold directly through O2 (e.g. Pixel 4).  Indirect customers can use VVM as long as they have a device that uses Google’s Phone app and they have a Pay Monthly or Business tariff. 

Q – Do I have to pay to use VVM?

A – No, VVM is a free service.  All text messages that are sent to the Voicemail platform to turn VVM on/off aren’t charged.

Q – When will Visual Voicemail be available on more Android devices, like Samsung?

A – We are currently working with our other Android device vendors to bring Visual Voicemail to their devices as soon as possible.    

Q - I have updated the Phone app, but can’t see Visual Voicemail in the settings – why isn’t it working?

A - On first updating to the version of the Phone app with VVM, it may be that the VVM settings don’t appear straight away.  To start using VVM straight away, powering the device off and on will display the VVM options.

You can check by opening the Phone app, selecting the 3 vertical dots in the top right corner of the screen, then choose Settings and then Voicemail.  If VVM isn't displayed, we've found that restarting your device should make the settings appear.  Otherwise we've seen the Settings appear if you wait for anything up to 24 hours.

Q - I’m in an area where I don’t have any mobile data coverage, and the Phone app is displaying an error message for Visual Voicemail - how can I get my voicemails?

A - In the case of being in poor mobile data coverage or if mobile data is disabled, you can still dial 901 to access voicemail.

Q – VVM isn’t working, what can I do?

A – You can still call 901 to access voicemail.  However, there are a few things that you can check to try to get VVM working:

– Do you have a device that can use VVM?

– Are you an O2 Pay Monthly or Business customer?

– Make sure that your tariff is set up for using an Android device (and not an iPhone)

– Check that mobile data on your device is working - can you browse the internet and use other apps?

– Can you see Visual Voicemail displayed in the Settings? If you can, try turning it on.  If not, try powering the device off and on.

– If it’s still not working, get in touch with O2.

Q – I have updated to v42 on my Sony Xperia 5 device and see the following warning, what do I do?

A – You will not be charged. Select remember my choice and press send.  VVM will be enabled.

Q – I have updated to v42 on my Nokia/Motorola device and see the following warning, what do I do?

A – You will not be charged. Select remember my choice and press send.  VVM will be enabled.

[Andrey]

@MI5 That's exactly the issue, those texts were indeed sent silently and when I was roaming, I got charged for them. If this is by design then this should be clearly communicated by O2 that customers should disable Visual Voicemail when roaming or they will get charged for those texts. But perhaps this is a bug and those texts are supposed to be free even when roaming (again, because they are sent silently without any user action)?

[MI5]

@Andrey 

As you can see from the image I added, there is a warning but you may have ticked the box to not ask again?

This can be reset in your app settings so you are notified each time in future.

[Andrey]

@MI5 The image you added is specific to Sony Xperia 5, and I have a Pixel 4. I don't remember getting any prompts like that. Moreover, the FAQ section in this thread clearly says the following under that image: "A – You will not be charged. Select remember my choice and press send.  VVM will be enabled." It asks specifically to select "remember my choice", and does not mention that these texts will be sent repeteadly including when roaming. I would like someone from O2 to comment on this.

[Andrey]

@Martin-O2 Would you be able to comment please?

[Marjo]

Hi @Andrey , sorry for the delay on getting back to you. I've got a response from the business regarding the issue you described above, and can confirm that there is an issue with this that we are aware of and it's being worked on to be resolved. I'd like to help you with a refund for the charges - please do let me know if you still need help with that or if you managed to get it sorted with customer service since you last posted?

[PaulineB]

Hi @Marjo ,

I have been experiencing the exact same issue as @Andrey: i.e. Being unknowingly charged for Visual Vociemail while traveling abroad, even with data roaming turned off:

• I have a Google Pixel 3 XL.
• I have been with o2 for some 30 odd years.
• Visual Voicemail is enabled; and I was never given a warning that the service may cost more by texting 9017, etc.
• I traveled abroad between 01/03/2020 and 15/03/2020, and I was charged for o2 Travel every single day when I was abroad, despite having: (with the exception of three days: 08/03 - 10/03):
  • Data roaming off at all times.
  • Not sending any texts.
  • Not making/recieveing any calls.
• I am looking for a refund of £49.92 (12 days worth of mischarged £4.16 o2 Travel).

When looking at these 12 days abroad, when I had roaming off and didn't use texts/calls, I can only see either:

1. "Preimum texts" to 9017, on 11 out of the 12 days. As mentioned earlier in this post these are silently and unknowingly sent to enable the Visual Voicemail.
2. Either exactly 1KB or 2KB of data, on days when data roaming was definitely turned off, for the entire 24 hour period. This occured on 4 out of the 12 days. I am presuming that these are the voicemails themselves downloading to the device (?) or maybe metadata involved in the visual voicemail process (?); as otherwise I cannot explain it... Data roaming was definitely turned off on these days, and even if it was turned on, then my phone would have downloaded much much more! In the magnitude of MB; which can be seen on the days when I did turn it on (08/03 - 10/03).

I have opened up a chat support with customer service via the myo2 app today, and have been continually frustrated.

I keep telling them to read this forum post and understand that there is a "known issue" that is worthy of a refund.

But honestly I don't believe that either the agent or manager has even looked at this post, and keeps telling me that I "used calls, texts and data while abroad" and that it "must have been me or someone else with my phone".

This is definitely not the case and it's annoying that they won't even look into what the offending texts (i.e. to 9017) or data is...

Any help would be appreciated,

Many Thanks,

Pauline B

[Dave_R]

I've had exactly the same issue on a Pixel 3a - just back from abroad & find that my account shows 7 SMS Outgoing Roaming messages.

I've only had the phone and account for under a month so am just getting to grips with facilities - don't even remember if I've see anything about Visual Voicemail.  Certainly haven't seen anything that would imply getting a charge whilst abroad.  I have taken great care NOT to use any calls, SMS or data whilst away.

I tried contacting customer service & had a stand up argument with the call handler that neither I nor anyone else had deliberately sent any SMS messages.  I'm waiting to see if a refund appears on my bill in a couple of days' time (currently it doesn't show on the MyO2 app "account" - but the actuall bill date is not for a couple of days yet)

[dtanner]

Hi Guys - so glad to find this post. I've had this issue ongoing since January when I got back from holiday to a £95 phone bill. I've had two seperate chats with o2 on this - the first to get a refund, because my phone wasn't even switched on for two weeks let alone sending messages. I was told this number is used to check train times, they refunded me when I sent evidence that I was not in the country, and have no messages on my phone checking train times.

I've raised this with them again and was told it is "not an issue" but they were not able to tell me what the 9017 number was (which is shocking if it turns out it is an o2 service?) and told me they would look into it. I haven't heard anything since, but my phone is sending 200+ messages to this number every month. I'm not from the UK, and will likely travel abroad again, so I'd like to avoid these charges - and to be honest, the disturbing feeling that my phone is doing things without my knowledge.

Can anyone advise how I deactivate these alerts? I probably get them 8 or 9 times a day. I don't ever get voice mails, I don't use it at all. I have a Google Pixel 2 I've had for.. however long they have been a phone for, three years? I can't find ANYWHERE on the phone to deactivate this option or turn "VVM" off. 

Any help please, or I'm probably going to sack it off and change networks. Ta x

[Cleoriff]

Hi @dtanner 

You have to call O2 to deactivate the alerts.

Numerous numbers in this guide Guide: Coronavirus Community Help and Support 

The number ending 4005 seems the best one to call currently.

[dtanner]

Frustrating, every time I've spoken to O2 they have not acknowledged that this is an issue, or that it is even occurring. It feels kind of ******ed up that they are able to run this in the backgroun dof my phone and not acknowledge its their software or whatever.