MATE mobile voicemail upgrade

Mobile | 16 September 2020

What changes are you making?

Voicemail is being upgraded to give you more storage capacity and control. Your new voicemail service will hold double the number of messages and you control the messages you want to keep. If you do not use your voicemail service today, that’s OK – you do not need to take any action.

If you do use your voicemail service, please read on!

How will the new voicemail service benefit me?

Your voicemail currently holds up to 20 messages, the new service will hold up to 40. The current voicemail service holds saved messages for 10 days, while the new service gives you control to decide when to delete saved messages.

The below table compares your current voicemail features with the new features

Vmail Features

When is the upgrade happening?

The upgrade is scheduled to take place on Wednesday 23 September 2020.

We will send an SMS notification the day before the upgrade and then another SMS notification once it is completed.

Will my voicemail service be disrupted?

Yes, there will be a disruption to your voicemail service when it is upgraded, but please don’t worry as this change isn’t complicated. We’ll also keep you informed via SMS before and after the voicemail upgrade takes place.

The upgrade will happen on Wednesday 23 September 2020.

You’ll need you to set up your voicemail service again with a new PIN and a new greeting.

We will also provide you with a temporary code to access your old voicemail messages.

What do I need to do?

When we upgrade your voicemail service, you will need to set it up with a new PIN and greeting on your handset.

All played, unplayed and saved voicemail messages  from your service prior to the upgrade, can be accessed by dialling a temporary access code.

The temporary access code will give you access to your old voicemail service for eight (8) weeks after the upgrade is complete.

The temporary access code to your old voicemail service is 0418707105.

How do I know when my voicemail service has been upgraded?

You will receive an SMS notification the day before the upgrade and then another SMS notification once it is completed. This SMS will include instructions on how to access both your new and old voicemail services.

Can I keep my saved voicemail messages?

When you save a message on your current voicemail service, it is held for 10 days before being deleted automatically.

We understand that some voice messages can be precious, and some people continually save these messages on their voicemail by re-saving them within the 10-day expiry period.

The good news is that on the new voicemail service, this will not be an issue as you choose when you want to delete saved messages.

Unfortunately, due to the encryption settings of voicemail messages, saved messages on your current voicemail service will not be available on your new upgraded voicemail service and we cannot provide you with a copy of the voicemail messages you have saved.

If you want to keep any precious messages from your old voicemail service, our recommendation is to use a secondary device to record the messages. We have provided some guidelines to assist you below.

Vmrecordimage

How do I access my new voicemail service?

Voicemail can be accessed by dialling 101 from your handset.

When you first dial your new voicemail, you will be prompted to:

  • Choose a PIN (must be six digits long)
  • Re-enter your PIN
  • Record a greeting

If you have any problems, press * to return to the previous menu then press 0 for help. Please note, when recording your personal greeting message, it cannot be any longer than 1 minute in length.

How do I access my old messages when my voicemail has been upgraded?

To access messages on your old voicemail service, dial the temporary access code of 0418707105, then follow the prompts. Your old voicemail service will be accessible for eight (8) weeks after the upgrade.

Will I still receive a message when I am nearing the stored capacity?

Yes, the following notifications will be sent to help you manage the capacity of your voicemail service:

  • An SMS notification is sent when the 38th and 39th message is received. The SMS notification advises  “Your voicemail mailbox is almost full. Message retrieved at…”
  • An SMS notification is sent when the 40th message is received. The SMS notification advises “Your voicemail mailbox is full. Message retrieved”

When at capacity, a caller is unable to leave a message until voicemail messages are deleted.

How do I access my voicemail from another phone?

You can access your voicemail from another phone, but you must first set up your new voicemail service from your own handset.

When complete, you can access your voicemail messages and manage your mailbox from another handset by calling your own mobile number followed by hash key twice (##) while your voicemail greeting is playing, then enter your PIN followed by hash (#) key.

I use 141 to access voicemail, will this still work?

Yes, you can dial 141 and/or 101 to access your new voicemail service.

In case of emergency, will 000 still be in use during the upgrade window?

Yes, emergency 000 will still be accessible.