Cingular voicemail problems

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Zorak - 09 Sep 2003 06:14 GMT

The voicemail on my 2 Cingular phones has stoped working properly. When
someone calls me and I don't answer they get a recording that states "The
number you dialed is not a working number. Please check the number and dial
again."

One phone's voicemail service quit working a month ago. The second quit
working about 3 weeks ago. I have called Cingular customer service about a
dozen times over the last 3 weeks but they have not been able to fix the
problem. They tell me that the phones themselves are setup correctly and
that they think there is something wrong with the local service. They
always tell me that they are going to esculate the issue to a higher
technician (tier 1, tier 2, tier 3). When the next technician calls they
usually say the same thing that they don't know what is wrong and they are
going to esculate it bla.. bla.. bla..

I called a few days ago and asked to speak to a manager. The person would
not let me speak to one but said she would email the manager. She claimed
that she was sending the email as we spoke and asked me to wait on the
phone for a reply. Of course the reply was that they were going to esculate
the issue bla.. bla... bla... While I was uncertain before I am now
convinced I am getting the run around.

Anybody have an idea of how I can get them to become serious about fixing
the problem? Has anybody ever heard of a problem like this?

Your advice is appreciated.

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Zorak

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Chris Russell - 09 Sep 2003 13:20 GMT

Call after-hours tech at 866-802-2928 when CS is closed. They fixed a
voicemail problem when I got my Nokia 6340i in Dec. You deal directly
with the tech person only. The problem might be a switch setting at
your home central office location.

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Chris

Please respond on Usenet or Phonescoop.com

Zorak <zorak@mindless.com> wrote in article
<Xns93F12943F7B1ziggie123@68.12.19.6>:

> The voicemail on my 2 Cingular phones has stoped working properly. When
> someone calls me and I don't answer they get a recording that states "The
[quoted text clipped - 26 lines]
>
> Zorak

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Zorak - 10 Sep 2003 02:21 GMT

Thanks! I tried the number but it didn't work.

noone@nospam.nospam (Chris Russell) wrote in news:vlrhcj7muscub0
@corp.supernews.com:

> Call after-hours tech at 866-802-2928 when CS is closed. They fixed a
> voicemail problem when I got my Nokia 6340i in Dec. You deal directly
> with the tech person only. The problem might be a switch setting at
> your home central office location.

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Zorak

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Jud Hardcastle - 09 Sep 2003 13:45 GMT

> The voicemail on my 2 Cingular phones has stoped working properly. When
> someone calls me and I don't answer they get a recording that states "The
[quoted text clipped - 22 lines]
>
> Your advice is appreciated.

I had a problem like that several years ago. Some field or fields in
the account got clobbered and it wasn't getting forwarded to voicemail
correctly. They couldn't find the problem manually. They finally had
to DELETE voicemail on the account and then add it back. That got
everything working again but of course I had to rerecord my OG message.
You might suggest they try that.

That will delete any existing messages. If you think you may have any
you need they can be accessed via a local VM doorway number (call that
and then enter your phonenumber to get to the mailbox) BEFORE they
delete VM. It varies by city so you may have to get them to give it to
you if you don't already have it--this is certainly a justified reason!
I've never found an 800# that does that for Cingular--anyone know one?

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Jud
Dallas TX USA

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Zorak - 10 Sep 2003 02:41 GMT

> They finally had
> to DELETE voicemail on the account and then add it back. That got
> everything working again but of course I had to rerecord my OG
> message. You might suggest they try that.

Thanks for the advice. I called Cingular again today and they kept
giving me the run around again. I asked to speak to a supervisor. They
kept arguing with me that it would do no good to speak to one. Although
I remained calm and professional the first two operators lost their cool
and started shouting. Even after I assured the third operator that it
was nothing personal against her that I wanted to speak to a supervisor
she also lost her cool and began rasing her voice. I realized arguing
was doing no good so I finally resorted to simply and calmly repeating
"Let me speek to a supervisor please". After repeating it about 20 times
she finally gave in and connected me.

The supervisor was a lot more professional and was actually willing to
try deleting the voicemail. However, it didn't fix the problem. She then
assured me that she would have the Tier 3 tech call me to discuss the
issue with me.

After speaking with the supervisor the Tier 3 tech called me within 15
minutes. She was also much more professional than the front line
operators. She let me know that she had just recieved the notification
that there was a problem which confirmed my suspicion that for the last
3 weeks the trouble call was going nowhere. She said that that type of
problem was due to a confguration issue with some of the hardware in the
local area. She assured me that a tech would go to the location to work
on it. Although I'm still waiting I at least got them to let me speak to
a technical person.

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Zorak

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jer - 09 Sep 2003 14:27 GMT

> The voicemail on my 2 Cingular phones has stoped working properly. When
> someone calls me and I don't answer they get a recording that states "The
> number you dialed is not a working number. Please check the number and dial
> again."

Sounds like the inbound calls are being routed to a non-working
off-network number. Call Forward Busy Line (when you're on the
phone), Call Forward No Answer (when you ignore it's ring), or Call
Forward Anyway (when your phone is off). Each of these can be active
together and each to a different number. Ask CS cancel ALL active
call forward flags for your number.

[....]

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jer email reply - I am not a 'ten' ICQ = 35253273
"All that we do is touched with ocean, yet we remain on the shore of
what we know." -- Richard Wilbur

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