Troubleshooting VoiceMail, Voice Calls and Text Messaging

Troubleshooting VoiceMail, Voice Calls and Text Messaging

Voicemail Troubleshooting

How do I set up my voicemail?

iPhone and Android
1. Tap the Voice Call icon
2. Hold down the 1 button on your keypad
3. Tap 3 to set up your greeting

How do I access my voicemail?

iPhone and Android
From your mobile phone:
1. Tap the Voice Call icon
2. Hold down the 1 button on your keypad
3. Press 1 to listen to your voicemail
OR
1. Tap the Voice Call icon
2. Dial *86 on your keypad
3. Press 1 to listen to your voicemail

From a landline:
1. Dial 779-0000
2. Enter your 10 digit mobile phone number 441-XXX-XXXX
3. Enter your voicemail password
4. Press 1 to listen to your voicemail

Help! I forgot my voicemail password.

We can help! Call 700-7000 and ask a friendly One representative to reset your voicemail password. 

How do I change my voicemail greeting?

iPhone and Android
1. Tap the Voice Call icon
2. Hold down the 1 button on your keypad
3. Press 3 to change your greeting
OR
1. Tap the Voice Call icon
2. Dial *86 on your keypad
3. Press 3 to change your greeting

How do I change my voicemail password?

To change your password using your phone settings, you must know your current password. 
iPhone and Android
1. Tap the Voice Call icon
2. Hold down the 1 button on your keypad
3. Press 4 for personal options
4. Press 1 to change your password.
OR
1. Tap the Voice Call icon
2. Dial *86 on your keypad
3. Press 4 for personal options
4. Press 1 to change your password.


My voicemail isn't working. 

Let's check to see if the voicemail centre phone number is programmed in your phone.
iPhone
Unfortunately, iPhone doesn't have an option to view or change the voicemail centre phone number.
Android
1. Tap Phone icon->Settings
2. Choose Voicemail->Voicemail Settings->You should see 14417790000.
    I don't see it->Enter it and test your voicemail.
    I see it->Call 700-7000 to speak with a friendly One representative.

Customer Care Reps
In Skylight, go to Unified Messaging tab
Check that Enable Voicemail is checked
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Voice Call Troubleshooting

I can't make phone calls.  

1. Does this happen on every call or only with specific phone numbers?
   E.g. Only happens when I try to make long distance calls vs. Only happens when I call local numbers
          Only happens when I call local 500 numbers vs. Only happens when I call local landlines
   Please note the numbers and any error message recordings you hear and call us at 700-7000.

2. Check your signal strength. You might be in an location that isn't receiving a strong signal.
   At the top of your phone screen, how many signal bars do you see?
       Full bars->Your signal strength is great!
                         Turn your phone off for 30 seconds and back on again. This will refresh your profile on the network.
       1 or no signal bars->Your signal strength is poor. Try a location close by to see if the signal is better and try to make the call again.
   If your signal strength is spotty in any location, the antennae in your device might be damaged. Damage can be caused by dropping the device, something striking the device, water damage, etc.

3.  Check the call settings on your phone to make sure the Call Barring setting is OFF.
     iPhone
     Unfortunately, iPhone does not have a Call Barring setting that would impact making phone calls.
     
    Android
    Tap phone icon->Tap menu (3 vertical dots in the top right hand corner) and choose Settings->
    Choose Supplementary Services and choose Voice calls
    Is the All outgoing calls box setting ON?
    Yes->Turn OFF and make a test call
    No-> Call 700-7000 or visit any One retail location to speak with a friendly One representative
    
4. If you are still experiencing  issues, call 700-7000 or bring your device to any retail location to speak with a friendly One representative.
   

I can't receive phone calls

1. Does this happen on every call  or only from specific phone numbers?
   E.g. Only happens with long distance calls vs. Only happens with local calls
          Only happens with local 500 numbers vs. Only happens with 700 numbers

2. Check your signal strength. You might be in an location that isn't receiving a strong signal.
    At the top of your phone screen, how many signal bars do you see?
    Full bars->Your signal strength is great!
                   ->Turn your phone off for 30 seconds and back on again. This will refresh your profile on the network.
    1 or no signal bars->Your signal strength is poor. Try a location close by to see if the signal is better and try to make the call again.
  If your signal strength is spotty in any location, the antennae in your device might be damaged. Damage can be caused by dropping the device, something
  striking the device, water damage, etc.

3. Check the call settings on your phone to make sure the Call Barring or Do Not Disturb settings are OFF.
   Call Barring Setting
   iPhone
   Unfortunately, iPhone does not have a Call Barring setting.

    Android
    Tap phone icon->Tap menu (3 vertical dots in the top right hand corner) and choose Settings->
    Choose Supplementary Services and choose Voice calls
     Is the All incoming calls box setting ON?
     Yes->Turn OFF and have someone call you to test
     No-> Call 700-7000 or visit any One retail location to speak with a friendly One representative

    Do Not Disturb Setting
    iPhone
    Settings->Do not disturb->Make sure it is set to OFF

    Android
    Settings->Notifications->Do not disturb->Make sure it is set to OFF 

4. If you are still experiencing issues, call 700-7000 or visit any One retail location to speak with a friendly One representative.

Text Messaging Troubleshooting

I can't send and/or receive text messages.

Check your signal strength first. You might be in an area where the signal is weak or there isn't signal.

Let's make sure the SMS (text message) setting is in your phone.
iPhone


Android
1. Tap text message icon
2. Tap the menu (3 vertical dots on right side) and choose Settings
3. Tap Text messages. Under Message Centre, you should see 14417900004
    I see it->You might need to delete old messages
    I don't see it->Tap Message Centre->Enter 14417900004->Tap Set



Text Messaging Tips and Tricks

How do I delete unwanted text messages?

iPhone
1. Tap Settings
2. Tap Messages
3. Tap Keep Messages. You will be prompted to choose 30 days, 1 year or Forever.


Android
1. Tap text message icon
2. Tap Menu (3 vertical dots in top right hand corner) and choose Delete messages
3. You will be prompted to choose which message or messages in the thread you would like to delete and tap Delete
    OR
   Tap and hold on a text message. A list of options appears->Choose Delete


Delete Messages Setting 
This setting will automatically delete oldest messages first to make room for new messages when you reach 1000 messages.
1. Tap text message icon
2. Tap Menu (3 vertical dots in top right hand corner) and choose Settings
3. Tap More settings and turn Delete old messages ON.  


How do I forward a text message to another person?

iPhone
1. Tap the text message icon
2. Tap and hold the text message you would like to forward-> Choose More. This gives you option of choosing one or multiple messages. 
3. Tap arrow in the bottom right hand of screen and enter recipient in the To: field at the top of your screen


Android
1. Tap and hold on the text message you would like to forward. A list of options appears->Choose Forward
2. Select recipient(s)->Tap Done
3. Text message will appear as a new entry under the recipient's last thread->Tap the send icon