Voice mail doesn't capture messges

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cpetee

07 Apr, 2017 09:45 PM

I've tried to test my voice mail. I called a wake up service to place a call to my Whistle phone number. The call comes in, and when I don't answer it, my Whistle phone rings 15 times, voice mail never answers. Instead I'm left with a missed call message on the phone. When I check my voice mail, inputting my voice mail pin number, I'm informed I have 0 messages? What's the problem? I have Whistle installed on my PC, Windows 10 OS. Everything I need is working, calls are going out & coming in fine, just no voice mail if I'm not at the computer to answer an incoming call, which is important to me. Thanks for any help!

(I might add that I did pay for premium service and the account has a decent balance on it for premium service purposes.)

  1. Support Staff 1 Posted by Dawn on 10 Apr, 2017 08:54 AM

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    When you purhased the premium service did you enable to voicemail/texting service. You will need to enable it in order for it to work.

  2. 2 Posted by cpetee on 10 Apr, 2017 11:06 PM

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    I have no idea what you mean by 'enabling voicemail.' I see no checkbox anywhere in the account for that purpose. I did set the time zone and a pin number which I stated I used to access my voicemail. I can access it and receive a report that there are no messages. I also described that previously. I seem to be missing something...

  3. 3 Posted by cpetee on 10 Apr, 2017 11:35 PM

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    I just did the following things:

    1) Dialed my Whistle Number, gave my voice mail pin number to access my voice mail, and received a report that I had 0 messages. Just to make sure it worked as it did before, and it does.

    2) Set a wake up call to call my whistle number, which it did. It rang 13 times before the wake up call service gave up, and when the service finally hung up, I received a 'Missed Call' message on my Whistle phone display showing the telephone number for the wake up call service.

    3) I Dialed my Whistle Phone number, entered my voice mail pin number, and there were no new messages.

    Situation remains unchanged. Makes sense, since I have not changed anything from doing things the way I did the first time.

    I appear to have a voice mail box that responds to me when I'm prompted to enter my pin number to access it, but the voice mail service simply is not taking incoming messages and directing them to voice mail storage. That my understanding of what's happening.

  4. Support Staff 4 Posted by Dawn on 11 Apr, 2017 12:21 AM

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    I am giving this over to my engineer I will give him all the above information and keep you updated.

  5. 5 Posted by cpetee on 11 Apr, 2017 03:25 AM

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    Thank you!

  6. Support Staff 6 Posted by Dawn on 11 Apr, 2017 01:48 PM

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    do you leave the application running when you are not on the computer?

  7. Support Staff 7 Posted by Dawn on 11 Apr, 2017 01:55 PM

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    have you had whistle before Windows 10? did the voice mail work before then?

  8. 8 Posted by cpetee on 11 Apr, 2017 01:59 PM

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    Yes. I have. I could close it if that helps. I've set it to start up as a start up program when my desktop PC is booted up. I normally leave it up on the desktop until the computer shuts down due to inactivity.

    That could be a problem if the application has to be closed for the voice mail to work... There is just no information available to the user saying that should be the case. I would have thought the voice mail should pick up based on the number of unanswered rings, not whether the application is open or not. Weird if that's true... Thanks for the help & let me know if I need to keep the application closed for voice mail to work. That would be useful information to myself and anyone else using Whistle. Thanks!

  9. Support Staff 9 Posted by Dawn on 11 Apr, 2017 02:01 PM

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    absolutely I am trying to trouble shoot while my engineers are looking into this

  10. 10 Posted by cpetee on 11 Apr, 2017 02:05 PM

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    Replying to your second question that has popped up since I answered the first, no I have never used Whistle before. Since signing up, Windows 10 has been the only OS I'm currently using, though I do have a dual boot system & could conceivably want to install it, if possible, on the Linux MInt 17, the alternate OS. However, I'm not sure Whistle can be installed on Linux, and it's no big deal to me if it can't be. Linux on my system is really there for trouble shooting or repairing my own system, not normally used as a primary OS. If Microsoft ever provokes me like they did with the introduction of Windows 8, I might just switch over to Linux in retaliation... LOL but I doubt that would ever happen again. Thanks again!

  11. 11 Posted by cpetee on 11 Apr, 2017 02:07 PM

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    Responding to your last comment about closing the Whistle app, it's closed now, and I'll close it every time the Whistle phone is not in use.

  12. Support Staff 12 Posted by Dawn on 11 Apr, 2017 02:09 PM

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    okay thank you for the information I will relay it to the engineers.

  13. 13 Posted by cpetee on 11 Apr, 2017 05:19 PM

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    During the lunch hour I again checked the voice mail.

    1) With the Whistle app closed, I called the wake up service to attempt to call my Whistle number, which I would not answer, leaving voice mail to divert the call to storage for the wake up call message.

    2) After waiting a few minutes past the wake up call, I opened the Whistle app on my desktop PC, dialed my Whistle number, put in my voice mail pin number when prompted, and received a voice mail report that no messages had been stored. Nothing has changed.

    So, I just wanted to eliminate the possibility that having the Whistle app open on my PC perpetually would cause the voice mail not to divert an incoming unanswered call to voice mail. That was what appeared to be a possible cause of the voice mail not working as I've understood from our previous dialog. Just letting you know that I've tried that possibility with no luck.

    Status remains unchanged. Whistle works for incoming calls when the app is open on my desktop on my PC, I can call out, but voice mail does not intercept incoming unanswered calls for storage whether the Whistle app is open or closed on my PC. Hope this helps resolve the problem. Anything else I can do on my end, just let me know. Thanks!

  14. Support Staff 14 Posted by Dawn on 11 Apr, 2017 06:45 PM

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    Thank you, I will inform my engineers about this. I appreciate your patience. My technicians are looking into this now.

  15. 15 Posted by cpetee on 11 Apr, 2017 07:40 PM

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    Good news, I think I've resolved the problem.

    Why it's been a problem... is that my phone service has been out both residential & cellular simultaneously! Residential phone was unexpectedly disrupted when Conexa & ATT got into a contract dispute and some Conexa customers have been dropped by the ATT network affecting me. Then immediately after that, my cell phone was stolen, which I was relying on for phone service till I resolved the internet service problem affecting my residential phone service. So I set up Whistle as a stop gap phone service, and possibly a permanent solution as an alternative phone service backing up primary mobile cellular service. Today my replacement cell phone came, cellular service is restored. Now I can call Whistle instead of relying on an automated wake up call service and can hear exactly what is happening.

    As a new user, the instructions for setting up voice mail went by so fast I missed the last part telling me how to end the recording for the greeting. So, when I created a greeting, I didn't terminate it properly, and the greeting ran on and on with empty space. I wasn't sure when I created the greeting, having missed the step to terminate it properly, thinking to myself at the time, maybe it's voice activated and would terminate itself after I recorded the greeting. It didn't, so the greeting ran on for a long while with empty space. I think this caused a problem for the wake up call service I was using to leave a message in the voice mail box. I didn't know that till now.

    Now that I can call in myself, I heard the extended greeting waited till it ended, left a voice mail message at the end for myself. Then, I called Whistle back, logged into voice mail, and there was my 1st stored message!

    Voice mail works and apparently has worked all along. Thanks! Sorry...

    I have one question about how the number of rings before voice mail takes an incoming call might be reset. Right now, it answers after the 1st ring. I can live with that, but it would be better if it were something between 4 & 7 rings...

    Sorry for any trouble, but unfortunately new user information is not handy... Would be nice if there were more on the website directed at new users, and especially for explaining fully the exact steps for setting up voice mail. I initially missed the step where you terminate your voice mail greeting by pressing 0, and believe that caused the appearance of a problem to me when I used an automated wake up service which could not handle an extended voice mail greeting, to test my Whistle voice mail (until I had alternative personal phone service reestablished). If the instructions for voice mail were in writing, I could have referenced that, and seen that I missed terminating my initial voice mail greeting properly the first time I did it.

    I've tried to give as full an explanation as I feel can be helpful, so if any similar customer issue arises, Whistle might identify the problem with as little time and effort expended as possible.

    My issue is resolve, though I do have a remaining question about resetting number of rings before voice mail intercepts incoming calls. As best as I can tell right now, I'm likely to go ahead and keep Whistle permanently as a back up to my cell phone, and drop my residential land line or VOIP service. The reason for that is simply that I avoid having to do business with either ATT, or Comcast for a hot line coming into my residence. Saves money, but mostly I'm justifiably upset with both companies, and workarounds like Whistle, make it possible to bypass them! Thank you very much for that! If this idea works, then long live Whistle! Thanks again!

  16. Support Staff 16 Posted by Dawn on 11 Apr, 2017 08:49 PM

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    Ahhh this one is not that complicated and I am so glad you are able to retrieve the voice mails. to change the ring setting go to my account page and you will find that setting under call forwarding.

    Dawn

  17. Dawn closed this discussion on 11 Apr, 2017 08:49 PM.

  18. Dawn re-opened this discussion on 11 Apr, 2017 08:50 PM

  19. Support Staff 17 Posted by Dawn on 11 Apr, 2017 08:51 PM

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    I have just recently taken support over and am trying to update the instruction page. your situation and email will help me greatly. thank you

  20. 18 Posted by cpetee on 11 Apr, 2017 10:33 PM

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    Thank you! Knowing there didn't appear to be an easy answer, I kept working at resolving the issue assuming I did bad somewhere along the line! LOL

    Thanks so much!

  21. 19 Posted by cpetee on 11 Apr, 2017 10:52 PM

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    One last thing if you are writing something about setting up voice mail...

    It just crossed my mind. I was originally attempting to stuff a message into my Whistle voice mail, because I had learned from a scrap of information I found online somewhere, that there had to be a message in the voice mail inbox in order to press 3 on the Whistle phone app so I could redo the voice mail greeting. I didn't like my first attempt, I don't like what's on there now, but new users have no idea that there needs to be a message in the voice mail inbox, then they can press 3 after inputting their pin number and rerecord their voice mail greeting. Actually there are a lot nuances to setting up Whistle to work with not much information consolidated for new users. So, if you are improving new user information in the support area of your web site, God bless you! You are doing a great work for new Whistle users!

  22. Support Staff 20 Posted by Dawn on 12 Apr, 2017 04:50 AM

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    thank you

  23. Dawn closed this discussion on 25 Apr, 2017 07:39 PM.

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