I'm using a Pixel2XL on T-Mobile and the native Visual Voicemail (built into the Google Phone app) will not activate. The VM tab does show, and I have the option checked in the menu settings for the Phone app. I continue to get the messages "Visual Voicemail Activating" and "Can't activate Visual Voicemail". I have VVM on my plan via the ONE Plus add-on.I have removed the T-Mobile VVM app as I know that it will deactivate the native VVM. I have reset network settings, restarted the phone, and spoken with both T-Mobile and Google. I have yet to be given a reason this is not working. (Note: brought the phone over from Verizon but it's unlocked - all other data and voice functionality is good)

UPDATED 7/13/2021:For folks wondering if their Native VVM app will work on T-Mobile’s network, here’s some helpful info. The native VVM app on Non-T-Mobile devices isn’t something T-Mobile can guarantee will work with the VVM service. This goes for other native apps as well. We recommend folksdownload T-Mobile Visual Voicemail app I’ve linked below and use the VVM service through that app. The second link I posted below is for troubleshooting if you happen to run into any issues.We have a couple articles that can help with this. Check out the two links below in relationship to the issue.T-Mobile Visual Voicemail appVoicemail troubleshooting

Android Native Visual Voicemail Trouble

N

Userlevel 1

This is my 3rd call to T-Mobile. I had the 1st rep check and she said she just enabled VVM to my account. I do have the One Plus so I assumed it was already enabled. Either way, I stopped the app, cleared cache, restarted phone but it's still not working. She escalated to the tech, who said that this feature doesn't work on T-Mobile and reiterated that the device is a "Verizon" phone so the T-mobile's VVM feature won't work. I asked if I bought a T Mobile device, such as one of the Samsung's they sell or even the OnePlus 6T, she continued to say that those devices will work. But looking at this thread and others I've found on the internet, this doesn't always hold true.

So in the end, the tech claims I won't be able to use my Pixel 2 XL's native VVM because it's not a fully supported device through T Mobile. The only way this phone can get VVM is to use the app. So why was T Mobile touting they were the superior carrier for the Pixel? Unleash the Pixel 2 for Half Off – No Verizon Required | T-Mobile Newsroom

Does my Pixel 2 XL not work because I got it from Verizon instead of Google? Would this work on Google Fi which uses T Mobile's service as one of the supported carriers?

12-14 11:31:02.081 2229 2229 I Dialer : OmtpVvmSyncReceiver - Unactivated account ComponentInfo{com.android.phone/com.android.services.telephony.TelephonyConnectionService}, ***, UserHandle{0} found, activating

12-14 11:31:02.082 2229 2229 I Dialer : VvmTaskReceiver - task received

12-14 11:31:02.082 2229 2229 I Dialer : VvmTaskReceiver - scheduling new job

12-14 11:31:02.083 2229 2229 I Dialer : TaskSchedulerJobService - scheduling job with 1 tasks

12-14 11:31:02.083 2229 2229 I Dialer : TaskSchedulerJobService - running job instantly.

12-14 11:31:02.084 2229 2229 I Dialer : TaskSchedulerJobService - job 51 scheduled

12-14 11:31:02.086 2229 2229 I Dialer : TaskSchedulerJobService - starting 51

12-14 11:31:02.087 2229 2229 I Dialer : VvmTaskExecutor - onStartJob

12-14 11:31:02.087 2229 2229 I Dialer : Task.createTask - create task:com.android.voicemail.impl.ActivationTask

12-14 11:31:02.087 2229 12844 I Dialer : VvmTaskExecutor - executing task com.android.voicemail.impl.ActivationTask@e703973

12-14 11:31:02.088 2229 12844 I Dialer : PreOMigrationHandler - ComponentInfo{com.android.phone/com.android.services.telephony.TelephonyConnectionService}, ***, UserHandle{0} already migrated

12-14 11:31:02.101 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:02.102 2229 12844 I Dialer : VvmActivationTask - VVM content provider configured - vvm_type_cvvm

12-14 11:31:02.102 2229 12844 I Dialer : OmtpVvmCarrierCfgHlpr - OmtpEvent:CONFIG_ACTIVATING

12-14 11:31:02.104 2229 2229 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false

12-14 11:31:02.104 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:02.109 2229 2229 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false

12-14 11:31:02.110 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:02.115 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:02.119 2229 2229 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false

12-14 11:31:02.121 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:02.127 2229 2229 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false

12-14 11:31:02.128 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:02.136 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - 1 status

12-14 11:31:02.136 2229 2229 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated

12-14 11:31:02.137 2229 2229 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated

12-14 11:31:02.137 2229 2229 I Dialer : MainCallLogHost.enableFloatingButton - enabled: true

12-14 11:31:02.137 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - isModal: false, Activating visual voicemail

12-14 11:31:02.154 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - 1 status

12-14 11:31:02.154 2229 2229 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated

12-14 11:31:02.155 2229 2229 I Dialer : MainCallLogHost.enableFloatingButton - enabled: true

12-14 11:31:02.155 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - isModal: false, Activating visual voicemail

12-14 11:31:02.155 2229 2229 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched

12-14 11:31:02.155 2229 2229 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1

12-14 11:31:02.159 2229 2229 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true

12-14 11:31:02.163 2229 2229 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched

12-14 11:31:02.163 2229 2229 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1

12-14 11:31:02.167 2229 2229 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true

12-14 11:31:02.170 2229 2229 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched

12-14 11:31:02.170 2229 2229 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1

12-14 11:31:02.174 2229 2229 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true

12-14 11:31:02.178 2229 2229 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched

12-14 11:31:02.178 2229 2229 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1

12-14 11:31:02.182 2229 2229 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true

12-14 11:31:02.413 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:02.463 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - 1 status

12-14 11:31:02.464 2229 2229 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated

12-14 11:31:02.465 2229 2229 I Dialer : MainCallLogHost.enableFloatingButton - enabled: true

12-14 11:31:02.465 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - isModal: false, Activating visual voicemail

12-14 11:31:03.203 2229 2229 I Dialer : VvmOmtpService - onSmsReceived

12-14 11:31:03.225 2229 2229 I Dialer : OmtpMessageReceiver - Received message on non-activated account

12-14 11:31:03.225 2229 2229 I Dialer : LegacyModeSmsHandler - processing VVM SMS on legacy mode

12-14 11:31:03.225 2229 12844 I Dialer : VvmActivationTask - Subscriber not ready but provisioning is not supported

12-14 11:31:03.225 2229 12844 I Dialer : OmtpVvmCarrierCfgHlpr - OmtpEvent:CONFIG_SERVICE_NOT_AVAILABLE

12-14 11:31:03.234 2229 2229 I Dialer : RetryPolicy - com.android.voicemail.impl.ActivationTask@e703973 completed successfully

12-14 11:31:03.234 2229 2229 I Dialer : RetryPolicy - committing deferred status: configuration_state=4

12-14 11:31:03.247 2229 2229 I Dialer : VvmTaskExecutor - no more tasks, stopping service if no task are added in 5000 millis

12-14 11:31:03.249 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:03.256 2229 2229 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false

12-14 11:31:03.257 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:03.264 2229 2229 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false

12-14 11:31:03.265 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:03.279 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - 1 status

12-14 11:31:03.279 2229 2229 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated

12-14 11:31:03.280 2229 2229 I Dialer : MainCallLogHost.enableFloatingButton - enabled: true

12-14 11:31:03.280 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - isModal: false, Can't activate visual voicemail

12-14 11:31:03.296 2229 2229 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched

12-14 11:31:03.297 2229 2229 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1

12-14 11:31:03.303 2229 2229 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true

12-14 11:31:03.307 2229 2229 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched

12-14 11:31:03.308 2229 2229 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1

12-14 11:31:03.313 2229 2229 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true

12-14 11:31:08.254 2229 2229 I Dialer : VvmTaskExecutor - Stopping service

12-14 11:31:08.255 2229 2229 I Dialer : VvmTaskExecutor - finishing Job

12-14 11:31:08.256 2229 2229 I Dialer : TaskSchedulerJobService - finishing job

12-14 11:31:08.269 2229 2229 I Dialer : JobFinishedPoller.run - Job finished

12-14 11:31:08.270 2229 2229 I Dialer : VvmTaskExecutor - terminated

12-14 11:31:15.711 2229 2229 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-14 11:31:15.762 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - 1 status

12-14 11:31:15.763 2229 2229 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated

12-14 11:31:15.764 2229 2229 I Dialer : MainCallLogHost.enableFloatingButton - enabled: true

12-14 11:31:15.764 2229 2229 I Dialer : VoicemailErrorAlert.updateStatus - isModal: false, Can't activate visual voicemail

S

Userlevel 1

Nokisme: That rep is full of sh1t. Truth is they have no idea why it isn't working. The naitve VVM on my Pixel 2 from Verizon WILL on T-Mobile but not on my T-MOBILE OnePlus 6T. I think that when a number is ported over to T-Mobile from another carrier something isn't configured right on T-Mobile's end. This error in configuration causes the VVM native in Android to not work in some phones. The guy that got me signed up to T-Mobile is someone I've known for a few years. He has a OnePlus 6T and his native VVM works fine. The error has to be attached to the specific line itself and is not the fault of the phone you have. When I first signed up for service I couldn't use any mobile data on my Pixel 2. They had to go deep into the settings and reconfigure some things to get it to work. I think something similar needs to happen with VVM.

C

Userlevel 1

Hey @tmo_amanda

This issue should NOT be marked as "answered". It's not even remotely answered. For people still having this issue, and those searching because they're having the same problem, seeing the thread marked as "answered" is highly misleading.

N

Userlevel 1

Truth is they have no idea why it isn't working. The naitve VVM on my Pixel 2 from Verizon WILL on T-Mobile but not on my T-MOBILE OnePlus 6T. I think that when a number is ported over to T-Mobile from another carrier something isn't configured right on T-Mobile's end. This error in configuration causes the VVM native in Android to not work in some phones. The guy that got me signed up to T-Mobile is someone I've known for a few years. He has a OnePlus 6T and his native VVM works fine. The error has to be attached to the specific line itself and is not the fault of the phone you have. When I first signed up for serviceI couldn't use any mobile data on my Pixel 2.

I questioned her when she said my phone was "T Mobile issued". I asked if I bought a Samsung, or even the OnePlus 6T from T Mobile, could she guarantee that will work. She hesitated for a minute and not confidently stated that native VVM would work. So I pressed the fact that I know of at least one user in the T Mobile community forums that owns a OnePlus 6T and it doesn't work. That's when she admitted that their was a system push that affected some Samsung and OnePlus 6T users. She couldn't verify if it was working for either now, but that confirms something is wrong. I'm assuming it's an update on their end so she pretty much admitted that they botched something up and can't figure out how to fix it. That's how I see it anyway.

R

rr1
First activity
3 replies
5 years ago
14 December 2018

Ha, after having the trouble ticket open for my Pixel 3XL for more than 2 weeks, supposedly escalated to engineering, and numerous calls back to them, I got a text message saying the issue was resolved and the ticket was closed. So of course I called them and am right back at the beginning. So ridiculous.

M

magenta2689842
First activity
2 replies
5 years ago
15 December 2018

My visual voicemail just started working on my Pixel 3 XL.

M

majenta7039471
First activity
5 replies
5 years ago
15 December 2018

Mine is still working. The "Apple Voicemail' thing also is appearing for the first maybe 10 secs of each message left, after which it gets converted over to the transcription. Strange behavior.

Also the voicemail tab is telling me the message was left 1 hour before the actual time, so that's off as well. For instance it's 12:30 Eastern here, and I just left myself a voicemail with another phone in my time zone, and the VVM tab in the Phone app says the message was left at 11:30.

N

Userlevel 1

Not working for me either. Using google voice for the time being. I refuse to use their app until this gets resolved.

R

How about native transcription? On my unlocked non-TMobile 6t my transcriptions are coming through as text messages instead of appearing alongside the relevant voicemail in the Phone app.

I have also found that native support for Name ID doesn't work. Which it did on my BlackBerry KEYone, at least on Nougat.

R

rr1
First activity
3 replies
5 years ago
17 December 2018

My Pixel 3XL finally activated visual voicemail today too.

C

Userlevel 1

I'm now also in the "magically started working" camp.

Go figure. We put up enough data and evidence, TMo finally seems to have gotten it SORT OF fixed.

T

thatdidntwork
First activity
1 reply
5 years ago
15 April 2019

I'm having similar issues with the app, I've had it for years and it worked perfectly. A few months ago it suddenly stopped working saying it can't connect to the servers, I've uninstalled and reinstalled it, but before I can tap through the setup, the setup screen disappears and goes right into VVM and gives me the same error message. Any idea on how I can get this back working. Note 8 just updated to Pie and running the latest VVM version.

L

lluna.rigau
First activity
5 replies
4 years ago
11 May 2019

One more to the list of dissatisfied customer. Moto G5 plus. VVM was working on prepaid but nit after I switched to T-Mobile ONE plus. What the heck. Customer support says are different systems. I don't care! It is all TMobile for me. The T-Mobile App doesn't work either.

Please fix this!

F

fsanchcfw
First activity
1 reply
4 years ago
10 July 2019

I have a factory-unlocked Moto G5Splus. My first Android phone. Everything worked beautifully with no bloatware. The native Android VVM worked beautifully until late May 2019. Now, I might get a notice that I have a voicemail message waiting . . . or I might not. The native VVM app that had worked well since December 2016 now petulantly refuses to work. Cycling it on/off did not help. Rebooting phone did not help. Cycling it off, rebooting and then turning on did not help. Removing the T-Mobile SIM (I'm on a prepaid plan) and cycling on/off has not helped. Next step is to back up and factory-reset. I keep getting this error: https://support.t-mobile.com/servlet/JiveServlet/downloadImage/2-669747-222533/415-900/Screenshot_20181221-175505.jpg

To wit: I am told "Can't activate visual voicemail . . . try again?"

Motorola tech support says it's a carrier app (it is not, it's the app native to a MOTOROLA phone) and is zero help.

T-Mobile equally unhelpful, stating that from their end, my visual voicemail is activated (free, I'm prepaid) and wondering why I haven't installed their crappy VVM app . . . because if I WANTED their bloatware, I would have bought my phone through a 2yr contract. I buy all my cellphones factory-unlocked specifically to avoid such crapware.

Anyone know how to reach the Android people about this? My phone started misbehaving shortly after a security upgrade pushed out by Motorola

D

DiverBroski
First activity
2 replies
3 years ago
22 September 2020

I've been trying the steps outlined in the thread with no luck on the new Samsung Z Fold2 and the Google phone dialer now that its available for install.

For a split second I see the VM UI in the Google phone dialer, then it disappears completely.

Any ideas? Also, once in awhile it will give me a notification that they don't have my vm phone number even though one is there... Does anyone know the actual vm # so I can validate its the right one?

S

Slowdonald
First activity
1 reply
3 years ago
27 February 2021

Same issue. I had a Pixel 5, it worked perfectly. I ended up returning it because it was too small.

Popped my SIM back into my iPhone, decided to use my 4XL, and I cannot get it to work.

The T-Mobile VVM app is garbage. I like having the native dialer.

M

Matt4112
First activity
2 replies
3 years ago
27 February 2021

It's odd because I my Pixel 4 XL was working just fine, but it instantly stopped working after a factory reset. Same phone!

L

lcneed
First activity
1 reply
3 years ago
1 December 2020

@nakeddroid found the answer!

I followed his instructions and it worked perfectly with one additional step.

Here what I did...

1) Installed TMobile Visual Voicemail.

2) Activate Visual Voicemail using the TMobile Visual Voicemail app.

2) Listen to a voicemail inside of the TMobile Visual Voicemail app.

3) Delete TMobile Visual Voicemail app.

4) Open Android Phone Dialer. Go to Settings -> Voicemail. Turn off Visual Voicemail. Wait a few seconds. Turn back on Visual Voicemail.

At this point Visual Voicemail started working for me in the Android dialer and all voicemails show up, play and are transcribed.

Everything is working solid on my Pixel 3 now.

I switched from Google Fi to T-Mobile and Visual Voicemail stopped working on my Pixel 3XL. It would not transcribe or load the voicemail. I followed these steps too and now working perfectly! It takes like a minute to activate once I turned off Visual Voicemail and turned it back on though. I thought it would just stuck there.

C

canac
First activity
1 reply
3 years ago
27 October 2020

@nakeddroid found the answer!

I followed his instructions and it worked perfectly with one additional step.

Here what I did...

1) Installed TMobile Visual Voicemail.

2) Activate Visual Voicemail using the TMobile Visual Voicemail app.

2) Listen to a voicemail inside of the TMobile Visual Voicemail app.

3) Delete TMobile Visual Voicemail app.

4) Open Android Phone Dialer. Go to Settings -> Voicemail. Turn off Visual Voicemail. Wait a few seconds. Turn back on Visual Voicemail.

At this point Visual Voicemail started working for me in the Android dialer and all voicemails show up, play and are transcribed.

Everything is working solid on my Pixel 3 now.

This worked for me as well on my Pixel 4a.

D

DiverBroski
First activity
2 replies
3 years ago
6 November 2020

Latest update on the dialer shows me its attempting to activate voicemail, but never completes.

P

palmdoggg
First activity
1 reply
3 years ago
26 September 2020

Has anything changed with this? I just downloaded the app and it is telling me "SIM not ready or switched. Please check your SIM is inserted correctly and try again" on my Galaxy S9 and I'm not sure what to do with that because it's not the SIM

M

Matt4112
First activity
2 replies
3 years ago
23 February 2021

I followed the instructions from Nakeddroid and I'm still having the same issue on my Pixel 4 XL.

Very annoyed to see this continuing to be an issue.

M

magenta6616543
First activity
4 replies
5 years ago
8 November 2018

Yes, it is set up exactly like that. Thank you.

U

unsungzer0
First activity
7 replies
5 years ago
8 November 2018

It is strange that it wont activate then. I have a Pixel 3XL that has visual voice mail running through the phone app. There has to be some kind of software conflict going on, but if you even did a factory format with no exchange server active again it is strange that it wouldn't activate now. The only other thing I can think of is if your phone is failing to connect to the visual voice mail server completely.

Userlevel 3

tmo_amanda
Employee
952 replies
5 years ago
9 November 2018

I must say, you've got me stumped, too! I'm not a Pixel user nor do I know of a Pixel user that I could try to get some info from. Unfortunately, we cannot guarantee the native VVM functionality on a non T-Mobile device. Did you try using the T-Mobile VVM app? If so, how'd it work for you?

Android Native Visual Voicemail Trouble

115 replies

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