Need Assistance with Voicemail Reset. URGENT!?

A full re-provision of the mailbox back to the first-time setup state can only be done on Koodo's end, so let me flag a rep for you. 

I would try this as well: dial 1 + your area code + your number to get into the mailbox, then press 4. That's where the personal options live (4 then 5 is the language setting), so I wonder if the name and greeting re-record sits in there too. If you find it, you won't need the full reset.

Hi there, ​@Gwen_Raven !

Please keep in mind that if we reset your Voicemail, you will loose all the messages and won’t be able to recover them. Kindly let me know if you want us to proceed. 

Thanks! 

Note a full reset will also reset your voicemail password. 

Did you want to record your name, etc in your voicemail? Or is the standard automated greeting sufficient? 

I am fully nonverbal and autistic. I cannot access phone help via speech, only through text and emails. I cannot use the regular spoken phone menus or talk to support over the phone. 

The issue is that my voicemail settings are not working correctly for my medical reasons. When I get a phone call and press decline, it plays the custom personal message I need! But when I do not press decline, such as when I am asleep, fully bedridden, or otherwise unavailable, the system switches to a short, automated robot message that just says: "Hello, this is the mailbox of [Number], please leave a message." 

The automated robot voice or just changing my spoken name is not enough. I need a long, custom personal message that plays every single time I miss a call, no matter what. I have an audio recording that I play into the speaker to try and have the message actually stick as my default. When I'm fully bedridden, I can't just press decline to trigger it. Even when I am asleep, I need it to go to that long message for medical reasons. I need my custom greeting to play as my absolute standard default for every missed call, especially when I don't answer or when I am unavailable. 

I was trying to say:
"Hi, I'm [Name]. I'm fully nonverbal and non-speaking and can't talk. Please leave a message and call my full-time caregiver at [Number]. Thank you." 

You used to be able to just have one message you could tailor, not always default to automated. For health reasons, I need the person who calls me to know to call my caregiver from the message I put in. Is there any fix if system processing allows me to do the long message for when I don't press decline to trigger it? I just don't understand. It is funny how these phones have gotten harder just to do simple things. 

...

Ok I understand now.

You should be able to record a 60second personal greeting. The greeting should play if you reject the call or if the call is unanswered. 

https://www.koodomobile.com/en/help/voicemail

i did that it seems its locked in that mode only if i decline does it play… i have no place to edit my main greeting i don't want it just to be personal greeting why is there a second automated one that always is first i press voicemail and go to 3 and 1 and it shows my main greeting is automated instead of my informative private one..

I have heard my message just when I decline. I tried to find settings in my Samsung and in Koodo... Like in voicemail I've done the codes... And nothing changes... As I said... My main long message I was supposed to do... I could not do and I didn't understand so it. went to default, but now I can't delete or replace it. Not the private voicemail, the automated one that seems to keep replacing it when I'm fully unavailable, like if I'm on my phone but don't press decline but not shut off on, or even when it's closed but still on, not shut down, it still does automated, but when I decline suddenly it works... But I need it most.. because i cant answer.. so always I will need a message left, and I will tell them in the message voicemail to contact the number provided, my caregiver….. so others with Samsung there personal like when u press voicemail it takes me to hear voicemails and the 1 2 3 4 options i clicked into every one and i go to the 1 to see what my main message is and its automated but i cant change it there is just click 1 then just 8 and 9… to listen it says its active and said to leave the menu… but that doesn't tell me anything..  i already did a personal.. so why only work when.. im decline i need it always as when people hear after my rings.

sorry its so..messy im trying to type.. im..sick.

Let me Flag a rep Again for you

t..thank u im..sorry..

Nothing to be sorry about. We are all here to help

I am fully nonverbal and autistic. I cannot access phone help via speech, only through text and emails. I cannot use the regular spoken phone menus or talk to support over the phone. 

The issue is that my voicemail settings are not working correctly for my medical reasons. When I get a phone call and press decline, it plays the custom personal message I need! But when I do not press decline, such as when I am asleep, fully bedridden, or otherwise unavailable, the system switches to a short, automated robot message that just says: "Hello, this is the mailbox of [Number], please leave a message." 

The automated robot voice or just changing my spoken name is not enough. I need a long, custom personal message that plays every single time I miss a call, no matter what. I have an audio recording that I play into the speaker to try and have the message actually stick as my default. When I'm fully bedridden, I can't just press decline to trigger it. Even when I am asleep, I need it to go to that long message for medical reasons. I need my custom greeting to play as my absolute standard default for every missed call, especially when I don't answer or when I am unavailable. 

I was trying to say:
"Hi, I'm [Name]. I'm fully nonverbal and non-speaking and can't talk. Please leave a message and call my full-time caregiver at [Number]. Thank you." 

You used to be able to just have one message you could tailor, not always default to automated. For health reasons, I need the person who calls me to know to call my caregiver from the message I put in. Is there any fix if system processing allows me to do the long message for when I don't press decline to trigger it? I just don't understand. It is funny how these phones have gotten harder just to do simple things. 

i did that it seems its locked in that mode only if i decline does it play… i have no place to edit my main greeting i don't want it just to be personal greeting why is there a second automated one that always is first i press voicemail and go to 3 and 1 and it shows my main greeting is automated instead of my informative private one..

I have heard my message just when I decline. I tried to find settings in my Samsung and in Koodo... Like in voicemail I've done the codes... And nothing changes... As I said... My main long message I was supposed to do... I could not do and I didn't understand so it. went to default, but now I can't delete or replace it. Not the private voicemail, the automated one that seems to keep replacing it when I'm fully unavailable, like if I'm on my phone but don't press decline but not shut off on, or even when it's closed but still on, not shut down, it still does automated, but when I decline suddenly it works... But I need it most.. because i cant answer.. so always I will need a message left, and I will tell them in the message voicemail to contact the number provided, my caregiver….. so others with Samsung there personal like when u press voicemail it takes me to hear voicemails and the 1 2 3 4 options i clicked into every one and i go to the 1 to see what my main message is and its automated but i cant change it there is just click 1 then just 8 and 9… to listen it says its active and said to leave the menu… but that doesn't tell me anything..  i already did a personal.. so why only work when.. im decline i need it always as when people hear after my rings.

jus so rep..see

the… new stuff… um...

…

will reset fix that or will it… like… or do i need my mama to call i mean my caregiver call into the help place for me??

Short answer, you do not need your caregiver to call anyone. The rep who replied above can do the reset right here in this thread, so the only thing to do is reply to them and say yes, go ahead.

What the reset does is put your mailbox back to the brand new state, so the next time you dial in it runs the first time setup from the very beginning and you can play your recording into the phone for your name and your personal greeting. It will erase any saved messages and it also resets your voicemail password, so pick a new one you will remember when it asks.

One thing worth asking the rep at the same time, because it may be separate from the bad recording: have them confirm your mailbox is set to play your personal greeting for both a declined call and an unanswered call. If the automated greeting keeps coming back only when the phone rings out, that is a setting on their end and re-recording your greeting will not change it.

https://www.koodomobile.com/en/help/voicemail

ok sounds good! Thank you!

And for the rep.. please do the reset, I’d really appreciate that, please also confirm my mailbox is set to play my personal greeting for both a declined call and an unanswered call. Just to make sure, please have it so that setting on your end is set and i will re-recording my greeting when I’ve been notified when it is done! when it reset and settings have been completed. Also, It’s quite late, need some shut eye so please go forward with those 2 things rep.. and I will check back later tomorrow or when it is done..! Thank you again!

Koodo team and helpers!

-Gwen