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435 posts

Ultimate Geek


# 178964 20-Aug-2015 21:14
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Hi

I am having this really bizarre issue which Vodafone and Spark are passing me from help desk to help desk and not solving the issue.

So in a nutshell I am trying to access my mobile voice mail(Spark) from my home line (Vodafone)
I am doing this in the way I have always done it and that is by dialing my mobile number and when the "please leave a message" comes up pressing the Star button.

This normally takes me in to the voice mail but for some reason now it doesn't.
My initial reaction was my landline is faulty so I have tried 3 different phones all with the same result.

I have contacted both Vodafone and Spark help desks and apart from being put on hold for far to long and when I have spoken to tech support (level 2 Vodafone) they have been un-able to help.

So now I am very frustrated and hoping some one on here might help me.

Thanks.


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19282 posts

Uber Geek
Inactive user


  # 1371169 20-Aug-2015 21:20
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Do you have issues accessing other services that require DTMF tones and have you tested calling Vodafone mobile voice mail 021700700 and keying in a random 021 number?



435 posts

Ultimate Geek


  # 1371185 20-Aug-2015 21:27
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johnr: Do you have issues accessing other services that require DTMF tones and have you tested calling Vodafone mobile voice mail 021700700 and keying in a random 021 number?


So the issue is calling my Spark mobile voice mail from my Vodafone land line not the other way around.

I have tried 3 different phones from different jack plugs in my house and I can dial in to my voice mail from other locations in the same manner but not from home.

How can I be 100% sure that DTMF tones are working please.

 
 
 
 


451 posts

Ultimate Geek


  # 1371195 20-Aug-2015 21:29
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I use # (Hash) key, not Star or is it different between carriers? I'm with Vodafone.


19282 posts

Uber Geek
Inactive user


  # 1371200 20-Aug-2015 21:34
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beenz:
johnr: Do you have issues accessing other services that require DTMF tones and have you tested calling Vodafone mobile voice mail 021700700 and keying in a random 021 number?


So the issue is calling my Spark mobile voice mail from my Vodafone land line not the other way around.

I have tried 3 different phones from different jack plugs in my house and I can dial in to my voice mail from other locations in the same manner but not from home.

How can I be 100% sure that DTMF tones are working please.


I understand which way the issue is but you need to test to somewhere else this is why I advised above to call 021700700 and then it will ask you to enter your Vodafone mobile number, Just key in your mobile number and see if our Voicemail platform respondes

19282 posts

Uber Geek
Inactive user


  # 1371207 20-Aug-2015 21:40
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Call 021700700 when asked enter 021323505 and press # if you then get asked to enter a PIN then it's working as expected



435 posts

Ultimate Geek


  # 1371208 20-Aug-2015 21:41
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I understand which way the issue is but you need to test to somewhere else this is why I advised above to call 021700700 and then it will ask you to enter your Vodafone mobile number, Just key in your mobile number and see if our Voicemail platform respondes.


My mobile Voicemail is with Spark though as I have pointed out ?!

19282 posts

Uber Geek
Inactive user


  # 1371209 20-Aug-2015 21:43
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beenz: I understand which way the issue is but you need to test to somewhere else this is why I advised above to call 021700700 and then it will ask you to enter your Vodafone mobile number, Just key in your mobile number and see if our Voicemail platform respondes.


My mobile Voicemail is with Spark though as I have pointed out ?!


I know it's with Spark that is very clear in the first post but you need to do some basic fault checking outside of calling the Spark Voicemail platform

 
 
 
 




435 posts

Ultimate Geek


  # 1371212 20-Aug-2015 21:46
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The Vodafone voice mail platform is working fine from my landline just tested it.

19282 posts

Uber Geek
Inactive user


  # 1371213 20-Aug-2015 21:46
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Basic process of elimination that should narrow down where the issue might be also try telephone banking



435 posts

Ultimate Geek


  # 1371218 20-Aug-2015 21:53
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Phone banking is working.

19282 posts

Uber Geek
Inactive user


  # 1371223 20-Aug-2015 22:01
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If other platforms are responding as expected then I can't see it an issue on the Vodafone side



435 posts

Ultimate Geek


  # 1371224 20-Aug-2015 22:04
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If other platforms are responding as expected then I can't see it an issue on the Vodafone side.

Strange you should say that because that is basically the response from Spark.

19282 posts

Uber Geek
Inactive user


  # 1371228 20-Aug-2015 22:15
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beenz: If other platforms are responding as expected then I can't see it an issue on the Vodafone side.

Strange you should say that because that is basically the response from Spark.


This needs to checked on the Spark side and your calls into the Voicemail platform logs need to be checked and no way Vodafone can do this



435 posts

Ultimate Geek


  # 1371236 20-Aug-2015 22:25
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This needs to checked on the Spark side and your calls into the Voicemail platform logs need to be checked and no way Vodafone can do this

 



Again, very strange how both the response from Vodafone and Spark are very similar, and while you both may be right in your own ways, me as a paying customer is the one hanging on the phone with support teams from both sides trying to fix the issue, and rather than Vodafone engineers talking to Spark engineers and solving the issue I as a PAYING CUSTOMER is the one to suffer.

I am not interested in your excuses as to whose fault it is I just want it fixed.
Not asking to much I believe. 

If you think by the tone of my reply I am annoyed you would be right.

Thank you.

22409 posts

Uber Geek

Trusted
Subscriber

  # 1371239 20-Aug-2015 22:34
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I have had issues in the past with calling into places and DTMF when the call was not actually answered when I was pressing the buttons. It seems some IVRs ask you to press stuff before they actually answer.




Richard rich.ms

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