Solved: voicemail icon not working

samueljkl · ‎07-22-2013

Ok, so I got the 8XT. I've been a fan on Windows mobile for a long time, starting with the Jornada. And I've been with Sprint for a long time. It took a while for Sprint to come out with the WP8 but I got it first thing Friday morning. Personally, I feel it is a good quality product but still with a few items that could see some improvement. The biggest problem I'm having is that neither voicemail nor visual voicemail push to the live tile. Which makes it impossible to know if you have voice mail. Turn the phone off, someone calls and leaves a VM, turn the phone on, no notification. I made a workaround. I'm using Visual voicemail with an auto forward to my email and then setting my email to push to the live tile. Problem solved but it should work right. Called Sprint, they couldn't fix it. They told me to go to the Sprint store. Went to the Sprint store, duplicated the problem on the display model of the 8XT. Sprint store I should contact Sprint tech support to let them know. Talked to Sprint tech support and they said I should bring it to the store for diagnosis.
On another forum I posted the question and found one other user with the same problem. It seems to be a bug on the phone. If a Sprint tech is reading this I hope someone will look into it.
Thanks!

SprintCare · ‎12-28-2013

TASUTTON2098,

Thank you for posting. I am sorry you have been having an issue with your voice mail. There is no charge for visual voice mail unless you subscribe to it. In order to solve the issue with the voice mail you need to go to the WM marketplace and update the Visual Voice Mail application. Once this is updated completely make sure you have a strong data connection to the network and tap on the visual voice mail application. It will authenticate your account and going forward any voice mails you get will show up on the tile. Please let me know if you have any other questions.

Thank you,

Anthony
Social Care Team

View solution in original post

Topsy_crets · ‎07-24-2013

samueljkl,

Thank you for posting and bringing this issue to our attention. Just to get a little more information on the issue, is the tile set to be small or large? Have you tried it with the tile set at different sizes? Please let us know.

Charles G.

Sprint Social Care Team

samueljkl · ‎07-24-2013

Charles, thanks for getting back to the thread. The issue isn't the tiles. It doesn't matter if the tiles are large or small. I'm pretty proficient in the phone. I had a Sprint Arrive and I manually updated it to WP 7.8 because the update was never released from Sprint. I'm just giving a little background on my proficiency. The issue is that the data is not being pushed at all to the phone. It doesn't get to the live tile because it doesn't get to the phone. If I open the phone tile the cassette icon at the bottom of the screen does not indicate that there is voice mail even when there is. So I set up visual voice mail. Here's what happens. I receive a voice mail -- no notification. I wait a while. No notification. I open visual voice mail. THEN it downloads the mail from the server and then shows it the mail, and then if I don't open them only then will it show on the visual voicemail icon that I have voice mail. The voicemail operations should be working in the background pulling down the information without having to launch the applications. Regular voicemail does not have a background task setting to control, but visual voicemail does i.e. go to settings, applications, background tasks and some individual apps can be turned on and off for running in the background. I have Visual voicemail enabled in the background tasks but it only runs when I launch it. Other apps do indeed run in the background and push in the information to the phone and to the live tile. It's just voicemail and visual voicemail. Plus I duplicated the exact same problem on the display model at the Sprint store. At that point the rep at the Sprint store suggested that I report it as a bug in the device, not my specific unit. Can you see if you can duplicate the problem an another device so it can be reported as a bug? Thanks.

samueljkl · ‎07-24-2013

And Charles, by the way, the simple answer is it doesn't matter what size the tiles are. Neither voicemail nor visual voicemail are pushing to the tiles.

Topsy_crets · ‎07-24-2013

samueljkl,

Not a problem, thank you very much for your input and shining a light on this issue. I'll be sure to pass this information along the proper channels for further examination.

Charles G.

Sprint Social Care Team

Trunks817 · ‎07-24-2013

Myself and another 8xt user on a different forum are having this issue as well. I get the toast notification showing that I received a new voicemail but non of the live tiles indicate this. This is a problem if I have my phone on silent and in my pocket because when I unlock my phone I should be alerted that I have a voicemail. Other windows phone show the little cassette tape icon in the phone live tile but this doesn't work. If I open the visual voicemail app it downloads the voicemail then the live tile updates which is backwards. The live tile should show that I have a new voicemail alerting me to open the app. not vice versa. Also the LED does not work for notification either as it states it should in the manual.

curtismf03 · ‎07-25-2013

Same issue here. Any solutions yet.

Topsy_crets · ‎07-25-2013

Trunks817,

Thank you for positing and providing your feedback, I'm still waiting to hear back about this issue to see if there are any resolutions available due to this being a relatively new issue occurring. We truly appreciate your patience while we look further into this matter.

Charles G.

Sprint Social Care Team

Topsy_crets · ‎07-25-2013

curtismf03,

Thank you for the post and also providing your feedback. I want to assure you that we are looking into this matter and are still looking into viable options for a resolution. We ask that you please bear with us during this time, it is greatly appreciated.

Charles G.

Sprint Social Care Team.

WPBrennan · ‎07-25-2013

Having the same issue. Both in-store and phone center tech support were unable to resolve the issue. Did the factory reset and it only solved 1/4th of the issues.

Essentially not receiving:

1-Voicemail notifications on the voicemail icon in the phone settings

2-Voicemail notifications on/in the visual voicemail app

3-Blinking LED (green) new message notification

Topsy_crets · ‎07-25-2013

WPBrennan,

Thank you for providing your feedback in regards to this matter. I'm sorry to hear you are experiencing this issue; we have passed this information along the proper channels to find a resolution due to this issue being relatively new. I would like to thank you for bearing with us while we work to find a fix for this issue.

Charles G.

Sprint Social Care Team

samueljkl · ‎07-25-2013

I know that Charles from Sprint is looking into this. A temporary solution which I am using is setting up my Visual Voicemail to forward messages automatically to email, and then set the email to automatically push to the live tile. This is working, so when I have a voicemail I get notified through email right to the live tile. It's a temporary fix until they can get it resolved.