I'm using a Pixel2XL on T-Mobile and the native Visual Voicemail (built into the Google Phone app) will not activate. The VM tab does show, and I have the option checked in the menu settings for the Phone app. I continue to get the messages "Visual Voicemail Activating" and "Can't activate Visual Voicemail". I have VVM on my plan via the ONE Plus add-on.I have removed the T-Mobile VVM app as I know that it will deactivate the native VVM. I have reset network settings, restarted the phone, and spoken with both T-Mobile and Google. I have yet to be given a reason this is not working. (Note: brought the phone over from Verizon but it's unlocked - all other data and voice functionality is good)

UPDATED 7/13/2021: For folks wondering if their Native VVM app will work on T-Mobile's network, here's some helpful info. The native VVM app on Non-T-Mobile devices isn't something T-Mobile can guarantee will work with the VVM service. This goes for other native apps as well. We recommend folks download T-Mobile Visual Voicemail app I've linked below and use the VVM service through that app. The second link I posted below is for troubleshooting if you happen to run into any issues. We have a couple articles that can help with this. Check out the two links below in relationship to the issue. T-Mobile Visual Voicemail appVoicemail troubleshooting

Android Native Visual Voicemail Trouble

tmo_amanda
Bandwidth Buff
Hace 7 años
@joshnk, I'm bummed to read that you're heading back to Verizon after this but it sounds like the VVM functionality is a must. I definitely forwarded this feedback because our executives need to know about these types of things. I'm truly sorry we couldn't make it work.
magenta6815496
Newbie Caller
Hace 7 años
Amanda, is there a way to stay informed about this issue? I am in the same aitsituat but do not plan to leave.
tmo_amanda
Bandwidth Buff
Hace 7 años
Absolutely, @magenta6815496! I'm currently working with a few people on the multiple voicemail issues that have popped up around the Support Community. When I have answers to the VVM issues, I will most definitely update this thread.
magenta2689842
Newbie Caller
Hace 7 años
tmo_amanda,
Any updates? Need to get new phones for the family this holiday and wondering if we buy through T-Mobile or Verizon so I can get visual voice mail.
carrierlost
Transmission Trainee
Hace 7 años
Same issue, same description. Google Pixel 3, getting the "Can't activate visual voicemail" in the stock Google dialer. The TMobile vvm app works, but frankly it sucks. I have a Pixel to avoid bad carrier apps.
I just joined TMobile, but this could be a deal breaker for me, as this worked perfectly on Google Fi.
Please get this fixed!
nokisme
Transmission Trainee
Hace 7 años
I recently just switched to T-Mobile from Verizon and brought my Pixel 2 XL. Since I had a balance, I had to get the One Plus plan. I too am experiencing the same exact issue. I tried clearing the cache for the dialer app, factory reset my phone, worked with Google Support but still can't get it to work. I installed T-Mobile VVM app and "activated" it and it was working fine. So theoretically, it should work on my native dialer but even after uninstalling it T-Mobile VVM app, the native dialer VVM seems to be stuck at activating.
I will be calling T-Mobile support even though I'm not feeling confident that they'd get it working.

carrierlost

Transmission Trainee

Hace 7 años

Grabbed some logs from the Pixel 3:

12-04 14:33:01.799 2398 2398 I Dialer : VvmTaskReceiver - task received

12-04 14:33:01.799 2398 2398 I Dialer : VvmTaskReceiver - scheduling new job

12-04 14:33:01.799 2398 2398 I Dialer : TaskSchedulerJobService - scheduling job with 1 tasks

12-04 14:33:01.799 2398 2398 I Dialer : TaskSchedulerJobService - running job instantly.

12-04 14:33:01.801 2398 2398 I Dialer : TaskSchedulerJobService - job 34 scheduled

12-04 14:33:01.803 2398 2398 I Dialer : TaskSchedulerJobService - starting 34

12-04 14:33:01.803 2398 2398 I Dialer : VvmTaskExecutor - onStartJob

12-04 14:33:01.804 2398 2398 I Dialer : Task.createTask - create task:com.android.voicemail.impl.ActivationTask

12-04 14:33:01.804 2398 12650 I Dialer : VvmTaskExecutor - executing task com.android.voicemail.impl.ActivationTask@b732577

12-04 14:33:01.804 2398 12650 I Dialer : PreOMigrationHandler - ComponentInfo{com.android.phone/com.android.services.telephony.TelephonyConnectionService}, ***, UserHandle{0} already migrated

12-04 14:33:01.824 2398 2398 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-04 14:33:01.825 2421 3702 I VoicemailNotifier: receivers for android.intent.action.PROVIDER_CHANGED :[]

12-04 14:33:01.826 2398 12650 I Dialer : VvmActivationTask - VVM content provider configured - vvm_type_cvvm

12-04 14:33:01.827 2398 12650 I Dialer : OmtpVvmCarrierCfgHlpr - OmtpEvent:CONFIG_ACTIVATING

12-04 14:33:01.830 2398 2398 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false

12-04 14:33:01.830 2398 2398 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-04 14:33:01.833 2421 3702 I VoicemailNotifier: receivers for android.intent.action.PROVIDER_CHANGED :[]

12-04 14:33:01.837 2398 2398 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-04 14:33:01.844 2398 2398 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false

12-04 14:33:01.845 2398 2398 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-04 14:33:01.851 2398 2398 I Dialer : VoicemailErrorAlert.updateStatus - 1 status

12-04 14:33:01.852 2398 2398 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated

12-04 14:33:01.853 2398 2398 I Dialer : MainCallLogHost.enableFloatingButton - enabled: true

12-04 14:33:01.853 2398 2398 I Dialer : VoicemailErrorAlert.updateStatus - isModal: false, Activating visual voicemail

12-04 14:33:01.856 1583 2368 I QImsService: ImsSmsImpl : sendSms:: token:4 msgRef:0 format:3gpp isRetry:false

12-04 14:33:01.856 1583 2368 I QImsService: ImsSenderRxr : sendSms over IImsRadio with format:3gpp

12-04 14:33:01.857 1583 2368 I QImsService: ImsSenderRxr : [0026]> REQUEST_SEND_IMS_SMS [SUB0]

12-04 14:33:01.869 2398 2398 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched

12-04 14:33:01.869 2398 2398 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1

12-04 14:33:01.873 2398 2398 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true

12-04 14:33:01.883 2398 2398 I Dialer : VoicemailErrorAlert.updateStatus - 1 status

12-04 14:33:01.883 2398 2398 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated

12-04 14:33:01.884 2398 2398 I Dialer : MainCallLogHost.enableFloatingButton - enabled: true

12-04 14:33:01.884 2398 2398 I Dialer : VoicemailErrorAlert.updateStatus - isModal: false, Activating visual voicemail

12-04 14:33:01.885 2398 2398 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched

12-04 14:33:01.885 2398 2398 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1

12-04 14:33:01.891 2398 2398 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true

12-04 14:33:02.283 1583 1712 I QImsService: ImsRadioResponse : Ims sms response received

12-04 14:33:02.284 1583 1712 I QImsService: ImsSenderRxr : [0026]< REQUEST_SEND_IMS_SMS { mMessageRef = 144, mSendSmsResult = 1, mSendSmsReason = 0}[SUB0]

12-04 14:33:02.285 1583 1801 I QImsService: ImsSmsHandler : Message received: what = 1

12-04 14:33:02.285 1583 1801 I QImsService: ImsSmsImpl : onSendSmsResult:: token:4 smsResponse:{ mMessageRef = 144, mSendSmsResult = 1, mSendSmsReason = 0}

12-04 14:33:02.756 1583 1712 I QImsService: ImsSenderRxr : [UNSL]< UNSOL_INCOMING_IMS_SMS[SUB0]

12-04 14:33:02.757 1583 1801 I QImsService: ImsSmsHandler : Message received: what = 2

12-04 14:33:02.757 1583 1801 I QImsService: ImsSmsImpl : onSmsReceived:: token:3 incomingSms:{ mFormat = 3gpp verstat = 0}

12-04 14:33:02.765 1583 1733 D GsmInboundSmsHandler: Skipped message de-duping logic

12-04 14:33:02.815 1583 1733 I QImsService: ImsSmsImpl : acknowledgeSms:: token:3 msgRef:0 result:1

12-04 14:33:02.817 1583 1733 I QImsService: ImsSenderRxr : [0027]> REQUEST_ACK_IMS_SMS [SUB0]

12-04 14:33:02.858 1583 1733 I VvmSmsFilter: VVM SMS received

12-04 14:33:02.865 1583 1583 I VvmSmsReceiver: Sending SMS received event to remote service

12-04 14:33:02.880 1583 1583 I RemoteVvmTaskManager: Binding to ComponentInfo{com.google.android.dialer/com.android.voicemail.impl.OmtpService}

12-04 14:33:02.888 2398 2398 I Dialer : VvmOmtpService - onSmsReceived

12-04 14:33:02.918 2398 2398 I Dialer : OmtpMessageReceiver - Received message on non-activated account

12-04 14:33:02.919 2398 2398 I Dialer : LegacyModeSmsHandler - processing VVM SMS on legacy mode

12-04 14:33:02.919 2398 12650 I Dialer : VvmActivationTask - Subscriber not ready but provisioning is not supported

12-04 14:33:02.919 2398 12650 I Dialer : OmtpVvmCarrierCfgHlpr - OmtpEvent:CONFIG_SERVICE_NOT_AVAILABLE

12-04 14:33:02.929 2398 2398 I Dialer : RetryPolicy - com.android.voicemail.impl.ActivationTask@b732577 completed successfully

12-04 14:33:02.929 2398 2398 I Dialer : RetryPolicy - committing deferred status: configuration_state=4

12-04 14:33:02.940 2421 11982 I VoicemailNotifier: receivers for android.intent.action.PROVIDER_CHANGED :[]

12-04 14:33:02.942 2398 2398 I Dialer : VvmTaskExecutor - no more tasks, stopping service if no task are added in 5000 millis

12-04 14:33:02.943 2398 2398 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-04 14:33:02.950 2398 2398 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false

12-04 14:33:02.950 2398 2398 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status

12-04 14:33:02.970 2398 2398 I Dialer : VoicemailErrorAlert.updateStatus - 1 status

12-04 14:33:02.970 2398 2398 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated

12-04 14:33:02.971 2398 2398 I Dialer : MainCallLogHost.enableFloatingButton - enabled: true

12-04 14:33:02.971 2398 2398 I Dialer : VoicemailErrorAlert.updateStatus - isModal: false, Can't activate visual voicemail

12-04 14:33:02.976 2398 2398 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched

12-04 14:33:02.976 2398 2398 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1

12-04 14:33:02.981 2398 2398 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true

12-04 14:33:07.950 2398 2398 I Dialer : VvmTaskExecutor - Stopping service

12-04 14:33:07.950 2398 2398 I Dialer : VvmTaskExecutor - finishing Job

12-04 14:33:07.950 2398 2398 I Dialer : TaskSchedulerJobService - finishing job

12-04 14:33:07.956 2398 2398 I Dialer : JobFinishedPoller.run - Job finished

12-04 14:33:07.957 2398 2398 I Dialer : VvmTaskExecutor - terminated

From what I can tell, there are a few distinct steps happening here:

Task received, job scheduled for immediate run, job starts
Checks pre-migration status, checks voicemail status
Gets notified provider has changed
VvmActivationTask - VVM content provider configured as type - vvm_type_cvvm
Begins activating config
Fetches status a few times and updates status to 1. This returns "visual voicemail is not activated" and kicks off activation.
Attempts activation, calls SMS service to send message with format 3gpp (SMS)
SMS response received twice, the second response is marked as unsolicited and ignored as duplicate
SMS requests acknowledgement of SMS
VVM response SMS received
VVM sends SMS to remote service and binds to com.google.android.dialer/com.android.voicemail.impl.OmtpService

This is where it gets interesting.

VVM service reports message received on non-activated account
LegacyModeSmsHandler processes the response on "legacy mode"
VvmActivationTask returns "Subscriber not ready but provisioning is not supported"
The carrier config helper returns "CONFIG_SERVICE_NOT_AVAILABLE"
Task ends and returns "Can't activate visual voicemail"

I don't have my Pixel 2 with me at work, but I'm going to go back through this when I get home and see if I can catch an "accepted" activation request and find the differences.

carrierlost
Transmission Trainee
Hace 7 años
Here's the results, the issue, and my recommendation for a solution:
Pixel 3
12-04 14:33:02.888 2398 2398 I Dialer : VvmOmtpService - onSmsReceived
12-04 14:33:02.918 2398 2398 I Dialer : OmtpMessageReceiver - Received message on non-activated account
12-04 14:33:02.919 2398 2398 I Dialer : LegacyModeSmsHandler - processing VVM SMS on legacy mode
12-04 14:33:02.919 2398 12650 I Dialer : VvmActivationTask - Subscriber not ready but provisioning is not supported
Pixel 2
12-04 17:40:31.973 19313 19313 I Dialer : VvmOmtpService - onSmsReceived
12-04 17:40:31.984 19313 19313 I Dialer : OmtpMessageReceiver - Received message on non-activated account
12-04 17:40:31.984 19313 19313 I Dialer : LegacyModeSmsHandler - processing VVM SMS on legacy mode
12-04 17:40:31.986 19313 19537 I Dialer : OmtpVvmCarrierCfgHlpr - OmtpEvent:CONFIG_REQUEST_STATUS_SUCCESS /* #### SUCCESS FOR P2 #### */
Both phones initiate the provisioning process in the same manner. Go figure, it's the same software. Seems like an obvious conclusion, but hey, T-Mobile support keeps trying to talk to me like I'm an idiot, so what do I know. In the Pixel 2 request initiation, you'll see that it gets a "CONFIG_REQUEST_STATUS_SUCCESS" returned from the Visual voicemail Carrier Config Helper. This means that there's a usable vvm config at the carrier, and the phone is able to download the config and configure itself with the correct parameters. The Pixel 3 has "Subscriber not ready but provisioning is not supported". This one is an easy one. T-Mobile hasn't configured the vvm provisioning for the Pixel 3 properly or at all.
Moving on:
Pixel 3
12-04 14:33:02.919 2398 12650 I Dialer : OmtpVvmCarrierCfgHlpr - OmtpEvent:CONFIG_SERVICE_NOT_AVAILABLE /* #### HERE IS THE FAILURE #### */
12-04 14:33:02.929 2398 2398 I Dialer : RetryPolicy - com.android.voicemail.impl.ActivationTask@b732577 completed successfully
12-04 14:33:02.929 2398 2398 I Dialer : RetryPolicy - committing deferred status: configuration_state=4
12-04 14:33:02.940 2421 11982 I VoicemailNotifier: receivers for android.intent.action.PROVIDER_CHANGED :[]
Here we see the Pixel 3 has accepted the failure status, and the message returned is that "CONFIG_SERVICE_NOT_AVAILABLE". T-Mobile (again) either hasn't set up, or has improperly set up the vvm config for the Pixel 3.
12-04 14:33:02.942 2398 2398 I Dialer : VvmTaskExecutor - no more tasks, stopping service if no task are added in 5000 millis
12-04 14:33:02.943 2398 2398 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status
12-04 14:33:02.950 2398 2398 I Dialer : MainCallLogFragmentListener - voicemailStatusObserver.onChange selfChange:false
12-04 14:33:02.950 2398 2398 I Dialer : CallLogQueryHandler.fetchVoicemailStatus - fetching voicemail status
12-04 14:33:02.968 2398 3428 W Settings: Setting airplane_mode_on has moved from android.provider.Settings.System to android.provider.Settings.Global, returning read-only value.
12-04 14:33:02.970 2398 2398 I Dialer : VoicemailErrorAlert.updateStatus - 1 status
12-04 14:33:02.970 2398 2398 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated
12-04 14:33:02.970 2398 2398 I Dialer : VoicemailClientImpl.isVoicemailTranscriptionAvailable - visual voicemail is not activated
12-04 14:33:02.971 2398 2398 I Dialer : MainCallLogHost.enableFloatingButton - enabled: true
12-04 14:33:02.971 2398 3680 W Settings: Setting airplane_mode_on has moved from android.provider.Settings.System to android.provider.Settings.Global, returning read-only value.
12-04 14:33:02.971 2398 2398 I Dialer : VoicemailErrorAlert.updateStatus - isModal: false, Can't activate visual voicemail
12-04 14:33:02.976 2398 2398 I Dialer : OldMainActivityPeer.MainCallLogFragmentListener - onVoicemailStatusFetched
12-04 14:33:02.976 2398 2398 I Dialer : OldMainActivityPeer.onVoicemailStatusFetched - hasActiveVoicemailProvider:true, number of active voicemail sources:1
12-04 14:33:02.981 2398 2398 I Dialer : OldMainActivityPeer.showVoicemail - showing Tab:true
The Pixel 3 finishes the provision request here, and ends with the message displayed, "Can't activate visual voicemail" - This is what users are seeing when they open the voicemail tab in the stock google dialer.
Pixel 2 - Activation complete, messages downloading
12-04 17:40:31.992 16466 16734 I VoicemailNotifier: receivers for android.intent.action.PROVIDER_CHANGED :[]
12-04 17:40:31.994 19313 19313 I Dialer : LegacyVoicemailNotificationReceiver.onReceive - received legacy voicemail notification
12-04 17:40:31.994 19313 19313 I Dialer : LegacyVoicemailNotificationReceiver.onReceive - isRefresh: false
12-04 17:40:31.995 19313 19313 I Dialer : LegacyVoicemailNotificationReceiver.onReceive - clearing notification
12-04 17:40:31.995 19313 19313 I Dialer : LegacyVoicemailNotifier.cancelNotification - enter
12-04 17:40:31.995 19313 19537 I Dialer : SyncGreetingsTask - start
12-04 17:40:32.001 19313 19313 I Dialer : RetryPolicy - com.android.voicemail.impl.ActivationTask@edd041a completed successfully
12-04 17:40:32.001 19313 19313 I Dialer : RetryPolicy - committing deferred status:
12-04 17:40:32.007 16466 16734 I VoicemailNotifier: receivers for android.intent.action.PROVIDER_CHANGED :[]
12-04 17:40:32.009 19313 19313 I Dialer : VvmTaskExecutor - no more tasks, stopping service if no task are added in 5000 millis
12-04 17:40:32.009 19313 19313 I Dialer : VvmTaskReceiver - task received
12-04 17:40:32.009 19313 19313 I Dialer : VvmTaskReceiver - TaskExecutor already running
12-04 17:40:32.009 19313 19313 I Dialer : Task.createTask - create task:com.android.voicemail.impl.sync.SyncTask
12-04 17:40:32.010 19313 19313 I Dialer : VvmTaskExecutor - com.android.voicemail.impl.sync.SyncTask@e631083 added
12-04 17:40:32.010 19313 19537 I Dialer : VvmTaskExecutor - executing task com.android.voicemail.impl.sync.SyncTask@e631083
12-04 17:40:32.011 19313 19313 I Dialer : VvmTaskReceiver - task received
12-04 17:40:32.011 19313 19313 I Dialer : VvmTaskReceiver - TaskExecutor already running
12-04 17:40:32.011 19313 19313 I Dialer : Task.createTask - create task:com.android.voicemail.impl.sync.SyncGreetingsTask
12-04 17:40:32.011 19313 19313 I Dialer : VvmTaskExecutor - com.android.voicemail.impl.sync.SyncGreetingsTask@7882200 added
12-04 17:40:32.016 19313 19537 I Dialer : OmtpVvmCarrierCfgHlpr - OmtpEvent:DATA_IMAP_OPERATION_STARTED
12-04 17:40:32.020 16466 16734 I VoicemailNotifier: receivers for android.intent.action.PROVIDER_CHANGED :[]
The Pixel 2, having received it's config, begins downloading voicemail messages.
The solution to this is that T-Mobile needs to build and deploy a vvm config for the Pixel 3. The easiest solution is just a copy and migration from their Pixel 2 config, as they're both identical. As the OnePlus 6T also uses the stock android dialer, it will likely function with the same config. I don't have one on hand to test with, though.
Solved your problem for you, T-Mobile. You're welcome.
nokisme
Transmission Trainee
Hace 7 años
Hopefully, T-Mobile can implement your findings. I have the Pixel 2 XL and I'm currently having this same issue. Their excuse is that I'm a new customer and it takes "some" time to activate...up to 72 hours. I didn't have this issue when I activated my phone on Verizon. I'm excited that T-Mobile has better coverage for my area than Verizon, but this little hiccup puts a bad taste in my mouth. I seriously hope this gets resolved cause I can't settle for that sorry excuse of an app, T-Mobile VVM.
magenta7009711
Newbie Caller
Hace 7 años
Just moved 2 lines to tmobile and brought a new, unlocked pixel 3... same issue with VVM as reported by others.
@tmo_amanda what is the ETA on this being resolved. Basically the 3rd largest hardware platform (google android) is not properly supported

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