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Readable voicemail only sporadically being delivered

VultanVultan Posts: 9 Participant
edited June 2022 in Voicemail Apr 20, 2022

Hi,

We've had a landline with Spectrum for years, and readable voicemail (sending the transcription of the voicemail to email) has always until now worked great. Recently, within the last few weeks, it has become very unreliable. Some, but not all, of the voicemails don't get delivered. In particular, it seems that voicemails from our health care clinic don't get delivered via readable voicemail at all, but if we test it ourselves by calling in from another phone and leaving ourselves a voicemail, they get delivered perfectly. They voicemail itself, i.e. the recording, always gets delivered just fine in all cases. The problem is only with the email that contains the transcription.

We have checked our email spam folders --- the emails with the transcriptions are not there. We have also tried delivering to an entirely different email account to see if there was a delivery problem on our end, but that didn't help either. It appears to us as though the emails in some cases are just not getting sent. Did something break or change recently? Are there any thoughts as to how we might get this working again?

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Replies

  • William_MWilliam_M Posts: 523 Moderator
    Apr 20, 2022

    Hi @Vultan ! Welcome to our community! Sorry for the trouble with your voicemail.

    Does it seem like the voicemails that are not being sent are all from one type of caller? You mentioned specifically your health care clinic, are they calling from a 1-800 number? Who else have you had this issue with?

    Are the messages left in English or Spanish? When you listen to them is the audio quality good? Any background noise?

    Can you disable and then re-enable this feature, and/or enable text delivery to see if that is working?

  • VultanVultan Posts: 9 Participant
    Apr 21, 2022

    Hi @William_M ! Thanks so much for the response.

    Your questions are solid. Answering is tricky because we don't get that many voicemails. I just looked: the calls from our health care clinic are not from a 1-800 number; they are local-ish calls. By local-ish, I mean that they're from a different area code than ours, but we're in a large metro area and it's from one of the other area codes in our vicinity.

    I'm honestly just not sure if the issue has only been with the health care clinic, or from other sources as well. We weren't tracking it that carefully and had sort of noticed it as an annoyance; then we got 3-4 healthcare voicemails in the last day or two, none of which went to email. We then tested ourselves by using one of our cell phones to call our landline and leave a message, and that message came through email perfectly. So... we'll keep an eye on it and hopefully get more info over the next few days.

    I did just try your idea of disabling and re-enabling the Readable Voicemail feature. Did it work? Don't know. :) I guess we'll have to wait and see.

    I'm not sure what you mean by enabling text delivery. Can you clarify what that is?

  • James_MJames_M Posts: 3,884 ADMIN
    Apr 21, 2022

    Hi,

    In VoiceZone, under Voicemail Settings, you should see two options: Notify by Email or Text. You can select one or both. Please be sure that "transcribe my voicemail messages" is selected and that you select "Save Changes" before exiting.

    You may also need to try restarting the modem on the account to refresh the settings.


  • VultanVultan Posts: 9 Participant
    Apr 21, 2022

    Thanks, @James_M . The screenshots you showed don't look anything like what I actually see. Here's what it looks like on my end. (I anonymized the email addresses for purposes of the screenshot.) There's nothing here about text messaging.



  • James_MJames_M Posts: 3,884 ADMIN
    Apr 21, 2022

    Sorry for the confusion. Looks like you are in a Legacy Charter area, and the example I gave was for Legacy TWC and Brighthouse areas. For Legacy Charter, I don't believe there is a text option, only email.

    Our suggestion is to delete all, then turn readable voicemail off. Restart the modem to refresh the signal and then once the modem is back online, turn readable voicemail back on, then add the email and save changes.

    Let us know if the transcription is still not working.

  • VultanVultan Posts: 9 Participant
    Apr 23, 2022

    I appreciate the suggestions: we'll try it this weekend and report back early next week.

  • VultanVultan Posts: 9 Participant
    Apr 25, 2022

    Just following up: I've just done the above (clear out email addresses, disable readable voicemail, reset the modem, add addresses back, re-enable readable voiemail). Now we wait; I won't know much until/if a voicemail fails to come through to email. It will likely take a few days.

  • Steph_SSteph_S Posts: 475 Moderator
    Apr 25, 2022

    Thank you for the follow up. We are here if you need any further assistance.

  • VultanVultan Posts: 9 Participant
    May 01, 2022

    Hi --- we just had another missed readable voicemail. A phone call came this morning, and landed in our voicemail (which we just noticed). Same situation as above: the recording is there, but the readable voicemail did not arrive in our email inbox. So alas, the reset didn't seem to help. Are there any further thoughts?

    This is likely useless information, but I'll toss in that we've had readable voicemail for years without problems. This all started occurring in the last month or so. It feels like something broke on the Spectrum side, but I've got no way of knowing if that's actually the case.

  • William_MWilliam_M Posts: 523 Moderator
    May 01, 2022

    Hi @Vultan! Sorry to hear this is still happening. When you listen to the recordings is the audio quality good, with minimal background noise? Was the second email address you tested with a different provider? From your screenshot it looks like they are both gmail.com

  • VultanVultan Posts: 9 Participant
    May 01, 2022

    Hi @William_M ,

    Yes, the recordings are of good audio quality, with no noticeable noise. Before I reset it, I had a third email address which was a different provider (yahoo.com). I didn't add that back, and I could, but in previous testing that didn't work either.

  • William_MWilliam_M Posts: 523 Moderator
    May 01, 2022

    Okay, thanks for your cooperation with troubleshooting. I am going to send you a private message from our Community_Help handle to confirm your account information so we can escalate this issue.

This discussion has been closed.