Virgin Mobile’s voicemail service is having a bit of a meltdown right now. Customers are reporting that they are unable to access their own voicemail inbox and, instead, gets transferred to somebody else’s voice messages. I’m a Virgin customer as well and I’m experiencing this first hand. Here’s what we know so far.
Earlier today, CNET reported that Virgin customers that dial in to retrieve their voicemail messages are either being redirected to strangers’ personalised “please leave a message” voice notes or are unable to do so.
I’m a Virgin Mobile customer myself and can confirm this voicemail issue is legitimate. When I dialed 212 to retrieve my voicemail messages, I was greeted by random people’s voice notes asking me to leave a message. Sometimes, I would get an automated message that would end my voicemail retrieval call.
Now when I dial 212, I’m getting an “Optus advises that the number you have dialled has been disconnected” message. I can only assume Virgin Mobile has shut down the voicemail service entirely.
CNET had reported that customers were also able to hearing messages left on strangers’ voicemail inboxes. So far, I have not experienced that issue but if that is indeed the case, it is a huge invasion of privacy and a compete breach of security.
Virgin Mobile is trying to resolve the problem. Lifehacker Australia reached out to the telco for a statement and received one that was already issued on its social media accounts:
We are aware of an issue impacting some voicemail accounts. All hands are on deck to investigate and resolve the issue.
— Virgin Mobile Aus (@VirginMobileAus) August 16, 2016
Update – 16/8/16 3:50pm: Virgin Mobile has since provided us with an additional statement regarding the voicemail problem:
“The issue with our voicemail service experienced by some customers earlier today is now resolved. When we became aware of the issue, we deactivated our voicemail service whilst our team investigated and reactivated this when we were confident the issue was resolved. We sincerely apologise for the inconvenience caused. Any customers still experiencing difficulties may need to turn their phone off and on again.”