Voice mail greeting problem since updating to iOS 17

[Bebop]

Since upgrading to iOS 17, my callers get the default voice mail greeting.

I record the custom message and it's played back to me asking me to press # to save it. But then when my number is called, it's the default greeting.

Curiously, if I'm on the phone when they call and I don't answer, they get the custom greeting I recorded.

Tech support had me restart my phone, checked that there weren't outages in my area, confirmed I had the latest carrier software (Virgin 55.0) and reset my voicemail, all without success. We thought the problem had been resolved when she called me while I was on the phone and got my custom message, but I subsequently discovered that only happens when I'm on the phone.

Anyone else experiencing this? Any solutions?

[VirginPlusAntgio]

Hey there @Bebop ,

Welcome to the Community and thanks for your post. 

We're glad to hear that you were speaking to the correct channel to investigate this interesting concern. We can assume that your call with our technical support was over when you noticed that the issue only occurred when not being on a call. Have you called them back to confirm your findings? Is the issue still ongoing?

Looking forward to hearing back from you.

[CH-527]

Hey Bebop. I'm having the exact same issue. Happening with other people in my family too after iOS 17 upgrade. Did you find a solution after? 

[Bebop]

I did not find a solution and spent too much time talking with Virgin/Bell tech support, particularly in light of how few messages I get on that line. I was hoping someone here might have a solution, though I suspect it is a problem with Virgin’s software, not something that can be fixed on the phone. Hopefully enough people will report it that they realize there’s an issue; they told me they had never heard of this before. Though iOS only came out last week, I had assumed it would have been discovered during beta testing. 

Anyway, sort of glad to hear I’m not the only one. Most people probably won’t notice unless a caller tells them or they call themselves from another line.

The nice thing about messages on iOS17 is they come into the phone rather than being saved on the server. Like visual voicemail for free!

[CH-527]

I agree, sounds like a bug in the system and not a iOS setting issue as such. Like you said, most people likelihood wouldn't even notice unless they called their own line. But it's definitely not just you!

Interestingly, although the voicemail messages can be played back on the phone; for me, they are no longer available whenever I call Virgin voicemail (i.e. whenever I call Virgin voicemail, it says I have "no message" when in fact I do). Not a big deal as I'm still able to listen to my messages on the phone. 

[VirginPlusAntgio · Accepted solution]

Hey there @Bebop and @CH-527,

Please check out the following thread; How to use iOS Live Voicemail to learn how iOS Live Voicemail works on your iPhone.

Let the Community know if you have more questions.

[Bebop]

Thanks, Moderator, for that. It really doesn't resolve my concern, just acknowledges that it exists.

It's kind of the corollary of the old adage: "A bug is an undocumented feature." 

This is now a 'documented feature', pretending it's not a bug.

Does confirm no point in pursuing this further (at this time). With Virgin, I can either have the live voicemail feature, or a custom greeting but not both until Virgin/Bell fixes their system.

[KathyCaddyBayBC]

I noticed others are having this same issue. How does one get your personal greeting back instead of the default greeting?

help!

[Kiki]

You’re right.  Thank you! I talked to several Virgin representatives and they didn’t know what to do other than repeat how to record our new greetings, which never seemed saved.  The problem is it iOS 17 update which turns on Live Voicemail by default.  Go to settings, Phone, go down to Live Voicemail and turn off.  Now I hear my new greeting. 

[MomofAdults]

I had the exact same problem. Virgin customer service could not solve it for me. Here’s how I finally figured out the problem on my own and it worked. Virgin needs to tell their customers to do these simple steps to solve the problem:

On the phone go to Settings, Phone, Live Voicemail, Off

[Bebop]

Unfortunately that’s not really a solution as it doesn’t allow you to make use of the features of iOS 17 including call screening. At present, it’s a tradeoff between having a custom message and live voicemail. Seems this issue is not unique to Virgin and Bell. T-mobile users report it also. 

[VirginPlusDRock · Accepted solution]

@MomofAdults and @Bebop as shared above in How to use iOS Live Voicemail ; Live Voicemail is an Apple feature released in Apple's iOS 17 and applies to all Apple devices operating iOS 17 above.

You can learn more about Live Voicemail from Apple's Support article Use Live Voicemail on your iPhone .

[Watusi]

My Voicemail message refuses to save / ‘take’. It records my message no problem, confirms, I confirm etc

[MayDay]

I have had a number of people (doctors office, hydro company, family) tell me they have called and left me voicemails in the last few weeks, but i have received none of them. I even tried calling myself from a different line and left voicemails (i noticed my greeting message is gone and it is replaced by a new mail voice—when did this happen?). Even after i called myself and left a VM from a different number, my phone gave me a notification saying “new voicemail”, but when i call in it says “no new messages”. I restarted my phone, my software is all up to date, what is going on? 

[AncasterDuo]

We have two phones in a shared Virgin account; both have "voicemail 3". One (Android S21F) works as expected, including accessing voice mails from the SMS app).
The other phone (iPhone 13) indicates voice messages are present, but when we try to call voicemail to check/clear messages, the audio prompt says "you have no messages".
Messages are listed under an icon in the phone app, and we can tap them and hear them from there.
When we call the number for that phone and leave a test message, the greeting is not the same as the Virgin greeting on the other phone; it seems more like the Bell greeting that we had before switching to Virgin (but the test message goes thru immediately and can be heard from the phone app).
Why are the two phones in the same account getting voice messages in a different manner?