FAQs

Troubleshooting - Voice Mail

Why can't I access my Voice Mail from my wireless phone?
If your phone model is an Android, follow the steps below:
1. From the main screen, tap the "Phone" tab.
2. Tap the "Voicemail" icon at the bottom of the screen. Your phone will automatically call your voicemail box. Once the call is connected, follow the voicemail prompts. NOTE: If the dialpad isn't on the screen, tap the "Phone" tab at the top of the screen.
For all other models, follow the steps below:
1. On your Telcel phone, press * 8 6 then press CALL or SEND depending on the phone model.
2. When you hear the greeting, press # .
3. Enter your passcode and follow the instructions.
Why aren't my unanswered calls forwarded to my Voice Mail?
Your Voice Mail may not be active. Please contact our Customer Care Center at 1-800-220-9518 so that a representative can resolve your issue.
How can I reset my Voice Mail pass code if I am told that it is invalid?
Please contact our Customer Care Center at 1-800-220-9518 so that a representative can resolve your issue.
What should I do if callers hear another person's Voice Mail greeting when trying to leave a message a message for myself?
Please contact our Customer Care Center at 1-800-220-9518 to speak to a representative to resolve your issue.
When traveling outside my home calling area, why do I hear "The call you are trying to place is not allowed from this line" when trying to access my Voice Mail from my wireless phone?
"For some areas, the voicemail feature may not be available to access directly from the phone.

Go to www.us.telcel.com/coverage, to view our ""Telcel Coverage Maps by Phone Type."" You may see your phone's type at the bottom left-hand corner of your phone's package. You can also contact our Customer Care Center at 1-800-220-9518 and a representative will gladly assist you. "
Why are my wireless calls going directly to Voice Mail while I'm traveling outside of my home area?
You may have no signal or no service in that area. To see the Telcel Service Area Map, please click here.
Why aren't callers prompted to leave a Voice Mail message after they hear my personal greeting?
The Voicemail feature may not be setup properly.
If your phone model is an Android, follow the steps below:
1. From the main screen, tap the "Phone" tab.
2. Tap the "Voicemail" icon at the bottom of the screen. Your phone will automatically call your voicemail box. Once the call is connected, follow the voicemail prompts. NOTE: If the dialpad isn't on the screen, tap the "Phone" tab at the top of the screen.
For all other models, follow the steps below:
1. On your Telcel phone, press * 8 6 then press CALL or SEND depending on the phone model.
2. When you hear the greeting, press #.
3. Enter your passcode and follow the instructions.
You may also call our Customer Care Center at 1-800-220-9518.


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