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6/21/19
Voicemails being deleted once they are listened to 0 Recommended Answers 13 Replies 6 Upvotes
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On Tuesday, 06/18/19, my Pixel 3a suddenly began deleting voicemails as soon as I had listened to them and deleted previous voicemails all the way back to the beginning of the year (voicemails on and before 12/31/18 remained visible and did not delete when listened to).

Another Reddit user suggested checking my Google Voice trash, and I did find the missing voicemails there and was able to undelete them, but they continue to be invisible to my phone.

Several users reported the same issue and support said that the engineers were researching it.  Is there any news regarding when this issue might be resolved, and whether the voicemails will be available on my device again?
All Replies (13)
6/21/19
M G 3293,

I've not seen this behavior on my Pixel 3. However I may be accessing my VM differently. From the phone app, I tap the voicemail tab on the bottom, then I can play the VM if I have issues with the transcription. It looks like all my VMs are there since 2012 when I got my Google voice number which eventually became my Fi number.
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6/21/19
This is the first report I am seeing like this. I will check and see if there is any information
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6/21/19
Thanks, ScottG_TC.  My first support request ID is 6-4170000026717 if that's helpful.  See also https://www.reddit.com/r/ProjectFi/comments/c28gqj/pixel_3a_disappearing_voicemails/.
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6/22/19
I received a voicemail today and did not listen to it using my phone.  Instead, I went into Google Voice at fi.google.com on my PC and listened to the voicemail there.  On my phone, in the voicemail tab of the phone app, the voicemail now displays as listened to (no longer bolded).

When I view the voicemail on my phone I can see the text of the message.  I can play the voicemail on my phone, and when it finishes playing it does *not* disappear.

The voicemail I received on 06/18/19 and which I hadn't listened to yet because I didn't want to lose it still showed in bold as unlistened-to.  I did not access it in fi.google.com; instead, I played it from the voicemail tab of the phone app as one normally would do.  It did *not* disappear when it finished playing.

I made a call from another phone to my cell and left a new message.  I received notification of the missed call and new voicemail.  I played the message from the voicemail tab of the phone app.  It did *not* disappear when it finished playing.

So it seems that new voice mails are no longer vanishing.  However, the old voicemails that I can see in Google Voice are still unavailable from the voicemail tab of the phone app, although I can see/hear them in Google Voice.

I hope that they will be made available via the device soon.
Last edited 6/22/19
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6/22/19
You can try clearing storage for the phone app and see if they will repopulate.  Tap and hold on the phone app, tap the i, tap storage, then tap clear storage.
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6/22/19
Thanks, Jason. Doing so prompts an alarming warning that all this app's data will be deleted permanently. This includes all files, settings, accounts, databases, etc. so I noped out at that point.

I've gone into Google Voice and downloaded the voicemail .mp3s to a folder on my laptop just to make sure I will still have them, but before I try clearing storage in the phone app, can you help me understand what I should expect from doing that?  Will it delete my call history?  Will my contacts disappear?  Will my phone still function as a phone or will it be out of commission until I do something to re-link it to my account?

I feel better now that voicemails don't seem to be disappearing and now that I've downloaded the ones I absolutely need to have, and I know I can see call history in my Fi account settings via the website, but I'm in the middle of a situation where I need to be sure I'm reachable by phone, with access to contacts and call history on the device.
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6/22/19
The warning sounds scarier than it really is.  You will lose your recent call history but you will not lose any contacts and your phone will not stop working as a phone.  It will also have no impact on your account of Fi service.
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6/22/19
Thanks, Jason. I appreciate the reassurance--I'm going to hold off for now since I want to have the call history available on the device at least until I get through the current crisis I'm dealing with.
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6/23/19
That is understandable.  Feel free to come back and ask any other questions if needed.
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6/26/19
I had the same problem...a few weeks ago, I watched helplessly as my voicemails...all of them, every single one, was deleted.  I am in sales and had several, very many, voicemails that I kept that I don't have contact info on.  I went to google voice on my computer and I saw deleted voice mail so I undeleted them but they are not appearing on my phone.  Google Fi is brutal with all of their mysterious problems.  Maybe tech people love Fi...but I just want a phone service that can be reliable to make/receive calls, send and receive text messages and NOT randomly delete voice mails.  And yes, every one of the issues above is a recurring nightmare with Fi.
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8/23/19
Has anyone had any luck getting their missing voicemails back on their phone?
Mine are also sitting in Google Voice, but moving them out of the trash there never pushed them back to my pixel 2.

After two months back and forth with Fi support I feel like I'm either talking to the wrong people, or there is no fix and I'll keep getting random voicemail troubleshooting tips until I give up.
So far I have been told to (and have tried):

1. Enter fi.google.com
2. Click on the Google Voice (GV) link (GV link can be found at the bottom left corner)
3. Once inside the Google Voice legacy page, click More, and open the trash folder.
4. All the wrongfully deleted Voice Mails (VMs) should be inside the trash folder. (You can undelete the VMs from that page if you wish to keep them.)

    • Clear Google Fi app data
    • Reactivate the Google Fi app
    • Wait 4-5 minutes and the voicemails will appear in the Phone app

1. Clear Phone app data. 
    • Go to Settings > Apps & notifications > See all apps > Phone.
    • Tap Storage.
    • Tap CLEAR CACHE.
    • Try using the app again
    • Tap CLEAR STORAGE and then OK
2. Enable voicemail access.
    • Login to Fi.google.com
    • Go to Setting > select Voicemail >Under Voicemail Access > Enable "Voicemails by text" and "Call to listen".

Open a new support ticket to "verify" my account ownership

Clear the cache and storage
    1. Go to Settings > Apps & notifications > See all apps > Phone.
    2. Tap Storage.
    3. Tap CLEAR CACHE.
    4. Try using the app again
    5. Tap CLEAR STORAGE and then OK
 Check that phone app is configured for the carrier:
    1. Open the Phone app.
    2. From the three dot menu, tap Settings.
    3. Tap Voicemail, and then Advanced Settings, and then Setup.
    4. Tap Service, and make sure that the correct carrier is selected.
Check if phone app is configured with the correct voicemail number
    1. Open the Phone app.
    2. From the three dot menu, tap Settings
    3. Tap Voicemail, and then Advanced Settings, and then Setup.
    4. The number should appear under "Voicemail Number."
Check for updates:
    1. Open the Play Store app.
    2. Tap More > My apps & games > go to the Installed tab.
    3. Find the Phone app. If available, tap Update.

Open a new support ticket to "verify" my account ownership (again, but this time I have to call or chat)

Step 1:  Check for app updates
    • Check for Hangouts, Messenger, and Google Fi app updates
    • Go to Play Store app > My apps > Select the app (Hangouts, Messenger, Google Fi.)
    • If it says “Update,” tap the button to update the app. If it says “Open,” then the app is already updated to the latest version
Step 2: Check for system updates
    • Go to Settings > About phone > System updates > Check for update. If there is any update available, please make sure you update the software
Step 3: Check Data usage and Permission settings
Data usage shouldn't be restricted for the following apps:
    • Google Fi
    • Google Play Services
    • Carrier Services
    • Hangouts 
    • Android Messages 
    • Dialer 
Tap the back arrow from the top to return to the App info. Tap Data usage. The wording will differ depending on the OS.
    • If you see "Background data", the switch should be ON.
    • If you see "Unrestricted data usage", the switch should be ON.
    • If you see "Restrict background data", the switch should be OFF.
Return to the Apps & Notifications page and repeat this process for the rest of the relevant apps listed above.
Step 4:  Restart device in safe mode
Running your device in safe mode turns off all third-party apps, and is a great way to figure out if any device issues are being caused by third-party apps. Also, rebooting a device will sometimes prompt software updates, or even fix an issue entirely. This will give us an opportunity to try that, as well.
    1. Press and hold your phone's power button.
    2. On your screen, touch and hold Power off . Tap OK.
    3. Your phone starts in safe mode. You'll see "Safe mode" at the bottom of your screen. Please find the complete information about "safe mode" in the link. I request you to use the device in safe mode for some time and check.
Step 5: Dialer Codes
    • Dial *#*#FIINFO#*#*(same as *#*#344636#*#*)- Shows the current network information.
    • Dial *#*#FISPR#*#* (same as *#*#34777#*#*) - Switches to Sprint.
    • Dial *#*#FIUSC#*#* (same as *#*#34872#*#*) - Switches to US Cellular.
    • Dial *#*#FITMO#*#* (same as *#*#34866#*#* ) - Switches to T-Mobile.
Step 6: Fix network issues 
Dial *#*#FIXME#*#* Same as *#*#34963#*#* and check if the issue gets resolved.

And the most recent, and remarkably least helpful suggestion:
I understand that you've not been getting voicemails on your device. I've done some work on our end and made sure that everything is in sync. Please turn your device all the way off and then back on. Have someone call you and leave a voicemail.

Has anyone received any other troubleshooting steps that actually worked?
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12/21/19
I see this problem has existed a lot longer than I thought. It screwed up my Pixel 3 a few days ago. Same problem, my emails disappeared from my phone app. Spent a few hours with tech support trying all the "fixes" listed about. None of them worked a bit.
I too was able to download my emails from the Google Voice page.
I'm relieved that they're on my PC now, as they were from my college girlfriend, who looked me up on Facebook after 39 years. She died two years ago and these emails were all I had left.
It seems that no one at Google has any idea how to fix this crap and I don't think they care to.
Apple is looking a lot better to me.
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1/21/20
I have the Pixel 4XL and have been increasingly seeing the same issue:

First my phone started losing the first year of voicemails from when I started using Google Fi in 2017, then earlier today I lost everything on my phone where I had new voicemails even over this past weekend.  I specifically found this to my surprise when I needed to call back one of the callers from the weekend that I did not have the number to for home appliance delivery.

Logging into Google Voice my most recent voicemail is dated back to 12/9/2019 instead of what should have been 01/17/2020.

Can we PLEASE get this figured out??
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