Personal voicemail plus message not playing

[ChristinaHope]

I have Voicemail Plus enabled on my home phone, and can listen to the personal message I recorded so it’s in the system.  I’ve checked my account and Voicemail Plus is showing as activated, but callers are still hearing the standard greeting.

Is there a time delay before it switches over to my greeting or have I missed a step somewhere?  Weird that I can hear my personalised message when I go through the menus but nobody else can.

Thank you in advance. 

[Michelle-TalkTalk]

Hi Christina,

Yes of course. Please let us know how you get on.

Thanks

Michelle

[ChristinaHope]

No worries Michelle, it doesn’t take much to confuse me these days!

I’m rushing around now - is it ok if I do this later on?

[Michelle-TalkTalk]

Hi Christina,

Apologies for the confusion, I meant could you try deleting the Voicemail Plus message and try re-recording the message again?

Thanks

Michelle

[ChristinaHope]

Do you mean remove my message, or finding out how to disable the handset’s automated message? 🤔

[Michelle-TalkTalk]

Hi Christina,

That's very strange. Just before I raise this over to our Faults Team, could you try removing the message and then try re-recording the message again please? If it still doesn't work then I can raise this over for you.

Thanks

Michelle

[ChristinaHope]

Hi again Michelle - the plot thickens!

My dad, who is also a TalkTalk customer, hears my personalised message.  If my husband calls from work, where they are not TalkTalk customers, he gets the generic automated message 🤔

The handsets are new - they do have a voicemail service which I guess I will have to find out how to turn off - but given that different people are getting different messages - I’m even more confused now!!

[Michelle-TalkTalk]

Hello again,

Can I just check, does your handset have a built in voicemail service that may be kicking in before the Voicemail Plus greeting does?

Thanks

Michelle

[ChristinaHope]

Hi Michelle - yes, that’s exactly it

[Michelle-TalkTalk]

Hi Christina,

Can I just ask, is this how you changed your greeting?

Changing your voicemail greeting is a great way of letting people know they’ve got through to the right number when you can't answer their call. To change your greeting, you’ll need to have Voicemail Plus. If you only have standard voicemail, you, unfortunately, won’t be able to change your greeting. Instead, callers will hear a generic voice operator message.

To change your Voicemail Plus personal greeting using your phone:

Dial 1 5 7 1
Dial 9 to change your personal options
Dial 1
Follow the instructions on the phone to record and set your new greeting

Thanks

Michelle