Important news: Upcoming change to your Voicemail

What’s happening? We’re performing a voicemail system update over a number of months that will affect all the lines on your account. When this update takes place, you will have to reset your voicemail.


How will I know when to reset my voicemail?

  • Approximately two weeks prior to this change, each line impacted will receive a text message alerting you to the coming change.
  • After your update has been completed, you will receive another text message advising you to reset your voicemail.

How to reset your voicemail

Apple
After you have been updated, please follow these simple steps to reset your Voicemail box.

  1. Open your Voicemail App.
  2. On the Voicemail main menu and click on the Set Up button.
  3. Type in your new password† twice and click Done after each time. The password will be autosaved after the second time.
  4. You will be transitioned to the Greetings menu. The default standard greeting will be auto selected. If you wish to keep the standard greeting, click Save and move to step 6. If you wish to record your own personal greeting, click Custom and move to step 5.
  5. Click Record to record your personal greeting. After you are done recording click Stop. Click on Play to listen to the recording. Once you are satisfied with your personal greeting, click Save.
  6. You will now see all your visual voicemail messages.

Android
After you have been updated, please follow these simple steps to reset your Voicemail box.

  1. Access your Voicemail box by dialing "*86" on your wireless phone, long pressing "1", or dialing your Voicemail box number
  2. Follow these prompts to set up your Voicemail box:
    1. Choose English or Spanish as your language preference
    2. Set your 4-15 digit password
    3. Record your voice signature
    4. Record or select your greeting
  3. Your Voicemail box is now ready to use.

Choosing a secure password: To protect your privacy, the Voicemail system doesn’t allow “easy-to-guess” passwords, including 4 or more repeating digits (3333), 4 or more consecutive digits (123456), or any 3-digit long part of your phone number. Your choice of a unique password will be an important step in protecting your Voicemail messages.

How to access your saved voicemails after the update

Apple
After the update, all your previously saved voicemails will still be available within Apple Visual Voicemail.

Android
After the update, you may still access your previously saved messages for 30 days. Press Option 4 from the new main menu, then press "*" to interrupt your previous greeting.

Note that you will need your old voicemail PIN to access these saved voicemails.

How to retain saved messages

If you currently have saved voicemails and wish to retain them, please follow the recommendations below.

Apple
If you have an Apple device with Apple Visual Voicemail, all your saved voicemails will be retained. After resetting your voicemail following the steps above, you will gain access to your visual voicemails.

Android
There are several free apps on the Google Play Store that will allow you to record and save your voicemails. We recommend: Automatic Call Recorder developed by Appliquato.

  1. Download and launch the app.
  2. Dial into your voicemail system and access the old voicemails.
  3. Listen to the old saved voicemail.
  4. NOTE: If you are doing this after your voicemail update, you will need to follow the steps here to access your voicemail.
  5. Close out of the voicemail app and the voicemail should be recorded.
  6. You can then choose to email or text the voicemail to yourself.
  7. Important: The app will automatically record your calls when you are using the app. We recommend uninstalling the app after you are finished using it to retain any saved voicemails.

New Voicemail Navigation Map

There are some differences in the menu prompts for the new voicemail system. For example: On the old voicemail system, 7 is delete and save is 9. On the new system, 3 is delete and save is 2. Please see the attached voicemail navigation map to familiarize yourself with the new system.

About Voicemail-to-Text

If you are a Voicemail-To-Text subscriber, you will note some slight differences after the voicemail update. The core functionality of text transcriptions from Voicemail-To-Text will continue.

About Apple Visual Voicemail

If you have an Apple device with Apple visual voicemail, all of your saved voicemails will be retained. After the voicemail update, reset your voicemail to gain access to your visual voicemails.

How to Reset a Distribution list

If you had a voicemail distribution list set up, you will have to reset this again. Please follow the instructions below. Access your Voicemail box by dialing "*86" on your wireless phone, long pressing "1", or dialing your Voicemail box number.

  1. On the main menu, press #3 for Settings and Features.
  2. Press #6 for Distribution Group List.
  3. Your Distribution Group List options are:
    • Press #1 to Create Distribution List
    • Press #2 to Edit Distribution List
    • Press #4 to Review Distribution List

Frequently Asked Questions