VVMP MMS Edition Bug

VVMP MMS Edition Bug

VVMP MMS Edition Bug

I'm a Contributor Level 1

VVMP MMS Edition Bug

Hello Everyone,

 

I subscribe to the Visual Voicemail Plus feature, the MMS version. I recently had it enabled and am experiencing a qwirky but very annoying bug. I called Fido but the CSR's that I spoke to were unable to help me. Here is what happens. Lets say I get a voicemail message from phone number 416-555-1234 and they leave a message saying "Test 1234". Within about a minute I will receive the following MMS message:

 

"<Subject: New Wireless voicemail message>

(a "play" icon that will play the message)

From : 4165551234, Sep 17, 2012, 07:55:58, 6 sec.

 

"Test 1 2 3 4."

 

To listen to your Wireless voicemail message click on the attachment."

 

This is the whole message. Works perfectly, exactly how I would expect. I can read the text transcription of the message or touch the "play" icon within the MMS message to hear it. Now, exactly two hours later (right down to the exact minute) I will receive a second message but this will be an SMS and not a MMS message. It will contain:

 

"4165551234

Mon, 17 Sep 2012, 19:55:58

 

"Test 1 2 3 4."

 

Please call into your voicemail mailbox to listen to your message."

 

This second SMS message, that always arrives exactly two hours later, will always contain the same information as the first message. Why am I getting it? How do i stop it? It is quite annoying when you get a lot of voicemails like I do because it can be confusing and clutters my text messaging. I have tried using my standard phone (a factory unlocked Galaxy S2 GT-I9100) and using my Fido branded phone (I dont know the exact model but it is a very basic Motarolla dumbphone I picked up for about $50 as a backup phone). Since the same problem occurs on both a Fido and non-Fido phone I am reasonably sure it is not related to my phone(s). Any help would be appreciated. Thank you,

 

David

40 REPLIES 40
I'm a Contributor Level 1

Any updates on this? Almost 8 months now and it is still broken. Is anyone at Fido actually trying to fix this problem or is it just being swept under the rug?

 

Twinge

I'm a Participant Level 2

I thought that this problem had been escalated, but nearly two months later, there is still no resolution.  This does not shine a good light on the Fido/Rogers technical support.

I'm a Contributor Level 1

The last I heard was when I submitted images of my SMS and MMS to FidoJudhy back at the beginning of April. She had requested these in order to pursue the matter further. I haven't heard anything since, but will send her a message to find out what's going on.

 

Given the number of people affected, it is unfortunate that the problem has not been solved.

I'm a Participant Level 1

I am using a Fido-supplied BlackBerry Z10, and use the VVM via MMS service.  The main "bug" I get with this service is that I will receive the VVM message properly, but, regardless if I delete it or save it, a duplicate message minus the voice attachment will be sent to my phone with the transcript of the message I got about 2-4 hours ago!  Very annoying, but hope to see a resolution to this hopefully soon.

I'm a Contributor Level 1

I kind of gave up checking this thread since I created it thinking it had been buried. I guess I am not the only one experiencing this issue as I originally thought. It is quite annoying so I am hoping it can be resolved.

 

David

I'm a Contributor Level 1

Hey everyone,

So here’s the latest update from my end. In summary, Fido has no resolution, they don’t know what’s going on, nor were they aware of the issue.

I have called in to Fido several times. 

The first time, they did a reset of my voicemail, meaning they removed it from my account and added it back again. I was told to see if the problem recurred and to call back if it did. This did not fix the issue.

The second time, I waited 40 minutes for customer service to respond. They once again did a reset on my voicemail and did a reset on my account. Meaning, they removed voicemail from my account, added it back on and then refreshed my account on the network. I was told to see if the problem recurred and to call back if it did. I kept the agent on the line and tested right away. The issue was not fixed. The agent transferred me to technical support and simultaneously dropped the call.

Third time calling, a few minutes after the last call was dropped. Half an hour wait to get to customer service. He saw the notes on my account and transferred me to technical support. Another half hour wait for technical support. 

He gets on the line, and suggests, “The issue might be resolved as during last call the agent did a resend to switch. Since you haven’t received an SMS it should be fine.” 

I say, “I haven’t received an SMS because it hasn’t been 2 hours since the test voicemail message.“

He also said, “ With the new Visual Voicemail Plus for Smartphones you are only supposed to receive an MMS and no SMS.”

At this point I get upset and point him towards the postings on the Fido Forums showing that many of us are having this issue and that I have just spent over an hour and a half waiting on the phone (including time from before the call was dropped) to resolve this issue and I know that in an hour I’m going to get the SMS again. He lets me know that he’ll have to consult with NTOC and that there is a wait of at least 30 minutes to get through to that department. I say I’ll wait. Thirty minutes later he comes back on the line and says NTOC needs the time stamps from an MMS and an SMS for the same voicemail message. Unfortunately, I don’t have these as I have deleted all messages from my phone. All I have is the MMS I received from the test message after the resend to switch was done an hour and a half ago. It hasn’t been 2 hours yet, so I have no SMS yet. He lets me know there is nothing they can do. I request a manager and am told that one will get back to me in 24 to 48 business hours as it is now 5:15pm and they do not service my province past 5pm on a Saturday! Ten minutes after I get off the phone, I receive the SMS from the test voicemail message.

Seventy-two hours later I get a call from a technical supervisor (I'm genuinely surprised someone called back, and this is the fourth time speaking to Fido about all this). I now have several MMS and SMS time stamps available. The supervisor contacts NTOC. I then have half an hour of waiting for NTOC. I then give them the time stamps from an MMS and an SMS of the same voicemail message. They let me know that they have to escalate the issue further up and will have to open a case. They give me a case number and say they will contact me when they have something. They also link to the Fido Forums page on Fido’s website with the postings about this issue.

I’m disappointed that that no one there knows what’s going on. Why do they need the time stamps if they did nothing with that information? Can’t they see on their systems when messages generated by their voicemail system are sent to me? If Visual Voicemail Plus is having so many issues then why not just give me regular Voicemail? Why do I have to go through 4 different departments? The last two of which I’m not even allowed to talk to but have to wait on the phone for tech support to get to. 

At this point I don’t believe anything will get done. If anyone hears of a solution please post. Otherwise, good luck.

I'm a Contributor Level 1

I went through most of what you described, MrMobile, back in September when I added VVMP to my plan. Adding, removing over and over. My bill ended up with extra pages for the +$11.00 and -$11.00 credits and charges for the value pack. I am beginning to get the feeling Fido does not know how to fix this. I am glad I am not on a contract anymore so I can start to look at other providers.

 

FidoStephen, have you been able to find anyone who is or is going to look into this?

I'm Helpful Level 1
I'm Helpful Level 1

Any updates on this? Still having issues...

Former Moderator

Hey everyone!

I have discussed this with FisoStephen who has told me that this issue has been resolved.

It is possible that a few people are still experiencing this, but these are isolated cases and you would have to call in to technical support in order to investigate further.

You can reach us at 1-888-481-3436 from a phone other than your Fido.



I'm a Contributor Level 1

Hello Everyone,

 

I called Fido's tech support today and inquired about having this issue resolved. I was transfered around a bit as the first few CSRs I spoke with did not know of the issue or how to address it. The final CSR that I spoke with informed me that there was nothing that could be done to fix the problem. To the Fido employees posting to and reading this thread, is this issue going to be resolved at any point? I feel I have been quite patient, waiting five months for a resolution, but my patience is beginning to wear a bit thin. To the other Fido customers reading this thread, has anyone who had this issue been able to get it resolved and, if so, how were you able to do it?

 

David

 

 

Hey everyone!

I'll do my best to escalate the matter once more.

Can everyone who is still experiencing this issue send me their phone number via private message? Please also include ticket numbers / case numbers if you have any as it will help speed up the process.

As soon as I have a minimum of 5 examples, I'll flag it.


I'm a Contributor Level 1

Hello FidoJudhy,

 

Have you been able to escalate this issue at all? I really want to get this resolved as the issue has been ongoing for over six months now.

 

In addition to the people reporting it here there are numerous reports on unofficial Fido forums about the issue, I beleive it is somewhat more widespread than Fido may be aware. I don't know the Fido forum rules about posting URLs but if you google "howardforms fido" and search through the forum you should see that us posters here are not the only people experiencing this issue. Thank you,

 

Twinge

 

Hey Twinge & everyone Smiley

I would like to confirm that I have escalated the matter.

I will let you know as soon as I have an update.


I'm a Participant Level 2

Hi FidoJudhy,

 

I have also been experiencing this issue since I got the visual voice mail last year October.  I get an MMS text with the voice message attached and then exactly two hours later another text message, but this time without the attachment.  I called support, they reset the voice mail, but to no success.  As they did not seem know how to handle this, I have hoped that it would eventually go away, but the issue is still there nearly six months later.

 

I have wondered, if the second message is intentional, e.g., if the MMS could not be delivered due provider limitations when roaming, then a plain text message is sent to make sure that the user is notified.  Just the two hour delay is weird.  It would be less annoying, if the MMS and plain SMS would arrive together.

 

Yours,

Stephan

I'm a Contributor Level 1

 I have a new Nexus 4 and new sim and just started using visual voice mail today and everything that has been said above is happening to me. Not working to well.

I'm a Contributor Level 1

Hey everyone,

 

So here is the latest update on this.

 

I got a call from the tech supervisor who opened the case ticket for me on this issue. He said:

 

"They (probably meaning NTOC) have not been able to find a solution to this problem. Not very many people are suffering from the issue, though we acknowledge that there are customers out there with it. I have seen people with this issue. The only advice we have is to update your SIM to the newest one available as that might solve the issue. Sometimes older SIMs are not compatible with newer features. If that doesn't work, then to try using the new SIM in a newer model Fido phone as the phone could be the issue. I will monitor your account to see what happens."

 

Now I've already tried my existing SIM in several phones and the problem persists. So I don't think the phone is the culprit. And I will go and get a new SIM to test that theory, but also don't feel that can be the solution. But will do it regardless to at least eliminate these possibilities.

 

Does anyone experiencing this issue have a new SIM? Please post so we can determine if that is a possible issue or not.

 

Also, FidoJudhy has agreed to escalate the issue if she can get telephone numbers of 5 customers suffering from this issue. If you are having this problem please PM her your number so we can solve this annoyance once and for all.


Thanks.

I'm Helpful Level 1
I'm Helpful Level 1

FidoJudhy: How can you say this is fixed? It's just a different symptom now.

 

Old Symptom:

1.) Text message in (with a voicemail attachment)

2.) Second text message without a voicemail attachment

 

New symptom:

1.) Text message (with a voicemail attachment)

2.) Text message again in a few hours (with a voicemail attachment)

 

All of you that raised issue to this: Has it been fixed for you or have you pretty much given up on Fido? Or are you just putting up with it?

 

Thanks.

I'm Helpful Level 1
I'm Helpful Level 1

Still getting duplicate messages...

I'm a Contributor Level 1

I still have the issue.

 

Called Fido again to follow up on my case ticket, here's what I was told:

 

"There's no new information on the problem. But many people are suffering from this issue including myself and someone will get back to you as soon as we know what's going on".

 

If either FidoJudhy or FidoStephen want my ticket case number please message me privately and I will be happy to provide it. 

 

I don't know how the issue can be resolved accoring to one Fido employee, and "no new information" from another. And since we are all still experiencing the issue, it's obviously not resolved.

 

I'm a Participant Level 1

The same problem here.