Does this happen on 1 phone you are using to access your voicemail?  Or multiple?

I tried from multiple phones. Same issue.

Let me flag a rep for you

Hi there ​@Alireja 

Have you tried  to press the * during the greeting, enter the password and press # after ?  Also, did you try testing on a different number than the one that did not work ? 

Hi ​@Darius Koodo,

As I mentioned when I press * during greeting, it continues playing greeting and does not ask for my password. Yes, I tried from different phones, no difference. 

Thanks,

Alireja

Have you tried inputting the password anyway during the greeting? Also, have you tried using 1 in front of your 10 digit phone number when calling? 

Which of the lines (last 2 digits of the phone number is ok) on the account is experiencing this issue? We can attempt to reset the voicemail for the line but you would need to initiate and activate the voicemail again from the phone number in question, it cannot be done from another line. 

Hi ​@Georgia Koodo,

I just tried to enter the password during the greeting after pressing *. Nu success. I also added 1 in front the the number. Same thing. It’s for the one ending 13. Can you please reset and let me know?

​@Alireja 

Before we proceed with resetting the voicemail, please know that the unsaved voicemails will be removed.

Please let us know if you would like to proceed.

Hi ​@Flo Koodo , Thanks for the reminder. Please proceed. 

​@Alireja 

Please restart your phone and set up your voicemail using the steps here https://www.koodomobile.com/en/help/voicemail?srsltid=AfmBOop9amnrClHQhTpH1rmBbxil1VorQ3qf6ThjZgxh-GGyIELcuMl2

Hi ​@Flo Koodo 

I followed your instruction and set up my voicemail. I’m still facing the same issue. However I learned when my phone is off or on airplane mode, it goes to voicemail with my personalized greeting and it allows me to access it entering my password. But when the phone is on, it seems it goes to a different voicemail with a generic greeting and it doesn't allow me to enter my password. I’m currently using an iPhone which runs iOS 18.1.1.

Thanks,

Alireja

oh, I think your issue was from the use of Apple Live voicemail. 

If you have enabled it on your iPhone, you can’t access your “normal” Koodo voicemail with the (*) procedure. If you want, you can disable the Apple live voicemail and let your Koodo voicemail to take over. 

That totally makes sense. Thanks everyone for your help.

Alireja