Need some help with your Mobile Phone voicemail? Try out some of these steps to resolve common voicemail problems.

Voicemail Troubleshooting

Incoming calls are diverting through to voicemail without your phone ringing at all

  • To deactivate any existing diversions - dial the following code into your handset # # 21 #  (then press send or call)
  • Once the deactivation is confirmed, you can then choose when you would like voicemail to answer your calls.

You're unable to access the voicemail system or you keep hearing the setup menu / tutorial every time you dial

  • "This account has no access to the system".
    • An incorrect PIN has been entered into the voicemail box system 3 times. Your PIN needs to be reset. If this doesn't resolve the issue, please contact us for assistance
  • "Mailbox full - please try again later"
    • The voicemail box is at capacity. You need to access the voicemail service and delete saved messages. Dial 321 from your handset, listen to saved messages and at the completion of each message press 3 to delete. If this doesn't resolve the issue, please contact us for assistance
  • You hear the voicemail tutorial script on every call to voicemail.
    • The voicemail setup is incomplete. The entire tutorial needs to be completed for the voicemail system to work. Dial 321 from your handset and follow the steps to complete the tutorial. If this doesn't resolve the issue, please contact us for assistance
  • You are advised to enter your mobile number followed by the # key.
    • Your voicemail box is inactive. You can activate mobile voicemail either via your handset or via the internet.

Voicemail is not recognizing buttons/keys you're pressing on your handset

The sounds used for touch-tone dialling on your handset are currently switched off. Refer to your handset user guide for instructions on switching the touch-tones on.

Incoming calls are diverting too quickly or too slowly to voicemail

To adjust the ring time before a call diverts to voicemail (or another number from your mobile handset) type the following code into your handset and replace 'XX' with the ring length in seconds.

**61*321**XX# (then press Send or Call)

Note: The ring time can be set in increments of 5 seconds to a maximum of 30 seconds. (eg. 05, 10, 15, 20, 25, 30):

Callers are hearing the 'Missed Call Service' instead of your voicemail greeting

To opt out of the 'Missed Call Service' - dial 159 from your handset and follow the prompts. Once the deactivation is confirmed - you can then reset your voicemail diversions.

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If you’re still experiencing any issues though, please select from the relevant option below to contact us.


Small Business
(1-5 services)

Please call us on 13 39 37 and we'll be more than happy to help!

Our hours of operations are (AEST):

  • Monday - Friday: 8:00am - 7:00pm
  • Saturday: 9:00am - 5:00pm
  • Sunday: Closed

Medium Business
(6+ services)

Please call us on 13 33 43 and we'll be more than happy to help!

Our hours of operations are (AEST):

  • Monday - Friday: 8:30am - 7:00pm
  • Saturday: Closed
  • Sunday: Closed