NEW ERA OF voicemail

Moving to the new voicemail system allows customers with compatible devices to enjoy Visual Voicemail, as well as offering improvements to the user experience for plan.com customers connected to the BT Wholesale (EE) network.

Once live, customers will access the new voicemail the exact same way they accessed the previous system. 

Voicemail is conditionally enabled by default on all services.

Full migration to the new voicemail platform will occur on 5th February 2025. Customers will not have to do anything.

Customers transitioning to the new voicemail system will receive an SMS directing them to vm.plan.com, where they can access, download, and listen to all voicemails stored prior to 5th February 2025.

All existing messages can be accessed for 90 days, at which point access will be removed.

Yes, customers will need to re-record their Voicemail greeting.

No changes will be made for customers on the O2 network. Voicemail will continue to be set up and managed directly on their handsets.

Call forwarding setup can be arranged through our customer service team if needed.

As always, services connected to the BT Wholesale (EE) network can access and manage call forwarding features on my.plan under controls > device setup in the service panel (just click on a service card) or the main my.plan grid (via the main navigation).

These features offer users greater flexibility in managing calls, allowing them to divert them to voicemail or any other UK mobile or landline number. This can be done unconditionally, ensuring redirection even when your device is switched off, or conditionally, triggering redirection when your device is busy, unreachable, or unanswered.

For contracts with ten or fewer services, we have transitioned from a percentage-based annual price increase to a fixed pricing model:

• Receiving a voicemail is free in any part of the world
• Listening to a voicemail from a plan.com phone in the UK or Europe Zone is free.
• Listening to a voicemail outside of the Europe Zone is charged at standard roaming call rates (see pricing guide)

Visual Voicemail is a device-specific application that adds enhanced features to the traditional voicemail experience. Unlike regular voicemail, Visual Voicemail displays message details directly on your screen, making it easier to access and control messages in a format similar to an email inbox. 

Visual Voicemail is automatically activated on compliable devices but activation is occasionally delayed for up to for new services and renewing services.

• Call return: There is no call return feature on plan.com (the user will can easily return the call from their phone app, but not from the voicemail options)
• Remote access alerts: We will not provide this advanced security feature, which with the option to send an SMS each time voicemail is accessed.
• Short codes: We will not offer SMS shortcodes (e.g. text IPHONE VISUAL to 150) to switch voicemail and visual voicemail on/off as voicemail is manage via my.plan.

iPhone users with iOS 17 and later can now access Live Voicemail.

Once activated, their phone will pick up incoming voicemail, convert it to text and show it in real-time on the incoming call screen.

• The feature gives a real-time transcription of the message.
• They can’t hear the caller unless they answer the call.
• They can pick up the call while the message is being left and they’re still on the line.

If Visual Voicemail is turned on, voicemails captured also appear in the Voicemail tab in the ‘Phone’ app.

If your iPhone is turned off or you have no signal, calls go straight to voicemail. Otherwise, the call goes to Live Voicemail.

Find out more: https://support.apple.com/en-za/105066