This article provides possible reasons and solutions for common Voicemail issues.
Forgot Voicemail PIN
You can view or change your Voicemail PIN in your Online Account. You can also reset your PIN by calling our automated phone system.
View and Change PIN in Online Account
- Sign in to your Online Account
- Go to Features & Settings and click Voicemail Settings.
- Go to Voicemail PIN.
- Click and hold down Show PIN. Your current PIN is displayed.
- Click Edit to change your PIN.
Reset PIN Using Automated Phone System
To change your Voicemail PIN using the automated phone system, you must know your 4 digit Security PIN or the answer to your Security Questions. This option is available in English only.
- Call 1-VONAGE-HELP (1-866-243-4357).
- Enter your 10-digit Vonage phone number if you are not calling from your Vonage phone.
- Choose My Account prompt to Change Voicemail PIN.
Calls Do Not Go to Voicemail
When no incoming calls go to Voicemail, the reason could be one of the following.
Answering machine or answering service is in operation.
Confirm that you do not have an external answering machine or answering service in operation that is programmed to answer the call before Vonage Voicemail.
|Voicemail is disabled.||
Sign in to your Online Account to turn Voicemail on. Go to the Features & Settings section and click the Voicemail Settings tab.
|Call Forwarding is enabled.||
If Call Forwarding is turned on, calls will not go to Voicemail. Sign in to your Online Account to turn Call Forwarding off.
|Call Hunt is enabled and not configured properly.||
When a Call Hunt sequence is set up, Voicemail will only answer on the phone number you specify. Sign in to your Online Account to check the Call Hunt settings. Confirm that you selected Voicemail for the desired phone number.
All Calls Go Directly to Voicemail
Incoming calls ring with a half or single ring and then go directly to Voicemail.
This process automatically downloads a corrective patch to your Vonage device which will correct the issue.
When all incoming calls go directly to Voicemail, the reason could be one of the following.
|Your Vonage adapter has no power.||
Confirm that your Vonage adapter is plugged in and has power.
|You have lost your Internet connection.||All calls are forwarded to Voicemail when there is no Internet connection. Confirm that you have Internet service.|
|Voicemail is enabled and number of seconds is set to Instant.||
Sign in to your Online Account and reset the number of seconds an incoming call will ring before going to Voicemail. Allow five seconds for each ring. Example: 30 seconds will allow the call to ring six times before going to Voicemail.
To listen to your Voicemail messages from your Online Account, you need a media player that supports .wav files. Many of these programs are available as free downloads. Microsoft Windows Media Player and Apple iTunes are two commonly used programs.
If you have a media player that supports .wav files but it is not working, you might have to reinstall or download a new version of the program. Also confirm that the .wav file type is associated with the media player program you want to use.