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Home Phone Readable Voicemail Stopped Working

catchtwentytwocatchtwentytwo Posts: 70 Contributor
edited 6:45PM in Community Follow Up Nov 22, 2022

A few days ago, our Home Phone Readable Voicemail stopped working. I've rebooted the modem, turned the feature off & on deleted and re-added the emails without success. A CSR did a reset and said he hadn't seen any other reports of this problem. He said wait 48 hours and call back if it doesn't resolve.

Is anyone else having this issue? We live in Connecticut.

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Replies

  • Lyn_TLyn_T Posts: 46 Moderator
    Nov 23, 2022

    Good evening @catchtwentytwo

    Thank you for reaching out to us about the Home Phone Readable Voicemail. I appreciate you trying the troubleshooting suggestions. I am not seeing any active concerns at this time. Are you using both the email and text message readable voicemail or just the email? Have you checked to make sure the emails are not being directed to a spam folder? -Lyn

  • catchtwentytwocatchtwentytwo Posts: 70 Contributor
    Nov 23, 2022

    Hi Lyn:

    Using email only (gmail & hotmail) no text. Notification emails are not being directed to the spam folders.

    Thanks

  • William_MWilliam_M Posts: 444 Moderator
    Nov 23, 2022

    Are you able to call and listen to your voicemail? Do the message have clear audio? If so, can you enable text notifications and/or set a different email address, just temporarily for testing?

  • catchtwentytwocatchtwentytwo Posts: 70 Contributor
    edited November 23 Nov 23, 2022

    We added a new email address (hotmail) Sunday to troubleshoot. We first noticed the problem on Saturday 11/19.

    There is no option to enable text notifications on our spectrum.net home phone settings. Messages are clear, leave the "stutter tone", are transcribed and register on our spectrum.net voicemail tab

  • catchtwentytwocatchtwentytwo Posts: 70 Contributor
    Nov 25, 2022

    It has been over 48 hours and still no transcribed message emails. Any other suggestions would be appreciated. Thanks.

  • VultanVultan Posts: 9 Participant
    Yesterday 8:33pm

    Back in April, we had a problem where our voicemails were being delivered to our phone correctly as recordings, but readable voicemail was not coming through to email.

    That problem has returned.

    I've pasted below a link to the previous conversation, which was eventually resolved but I'm not quite sure how. Something happened on the Spectrum end; it was not a problem with our email account. At any rate, the problem has returned that our voice mails are coming through to email. Previously, the problem was sporadic; now this time it seems to be complete. Again, the voicemail itself, i.e. the recording, always gets delivered just fine 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. Can someone assist again with getting this working again?



  • catchtwentytwocatchtwentytwo Posts: 70 Contributor
    Today

    @Vultan: Did you call Spectrum to to report the issue so they "log" the problem? Thanks!

  • VultanVultan Posts: 9 Participant
    Today

    I didn't, because when this happened last time, that didn't help. I discovered this forum later, which is how we ultimately got assistance. But I suppose I should anyway.

  • catchtwentytwocatchtwentytwo Posts: 70 Contributor
    Today

    Calling to report wouldn't hurt . BTW, what email domain are you using for the notifications? We were using two Gmail addresses when the notifications stopped. I added a Hotmail address to troubleshoot but that made no difference.

  • James_MJames_M Posts: 3,783 ADMIN
    Today

    @catchtwentytwo & @Vultan

    Since you are both reporting the same issue, I merged the two separate posts together so it is easier to follow. Please try restarting the modem (again for @catchtwentytwo) on the account, followed by leaving a test voicemail message and let us know if the issue continues.

    Thanks!

  • catchtwentytwocatchtwentytwo Posts: 70 Contributor
    Today

    Hi @James_M

    I rebooted the modem (pulled-power) and left a voicemail:

    1. I can hear our greeting clearly.
    2. The voicemail I left plays back clearly when I checked it.
    3. The voicemail correctly transcribes on the spectrum.net voicemail tab.
    4. Stutter tone is left on our phone.
    5. I'll post the problem at DSL to see if others are having similar problems. https://www.dslreports.com/forum/r33553749-Telephone-Home-Phone-Readable-Voicemail-Notifications-Stopped-Working

    Thanks!

  • James_MJames_M Posts: 3,783 ADMIN
    Today

    @catchtwentytwo & @Vultan

    I submitted two separate escalations, one for each of you, to investigate this issue further. Since we have both of your account and contact information from previous interactions, there was no need to reach out in a private message. You will (each) be contacted by someone from the voice escalation team. If your contact information has changed, please let us know here (do not post information publicly) and we will reach out in a private message to get the updated information.

    Please let us know when the issue is resolved or if you have questions.

    Thanks!

  • catchtwentytwocatchtwentytwo Posts: 70 Contributor
    Today

    @James_M, thank you!

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