Mobile Voicemail Reprovisioning Request/Carrier Voicemail Struggles

Hi,

I switched from Verizon Wireless to Xfinity Mobile about 5 years ago. I used Samsung when I was on Verizon, and switched to iPhone. Ever since the switch, I have 2 voicemail boxes - the Apple standard visual voicemail that is in the Phone app, and one labeled Carrier Voicemail.

Until this year, whenever I received a voicemail that went to the Carrier Voicemail box, I’d receive a text from a long number that started with a 9. The body of the text was a jumble of letters and numbers, the numbers were the phone number of the person who left the voicemail. I’ve been able to call in and retrieve those voicemails, no issues. Now, I receive no notification of carrier voicemails and just learned my voicemail was full a day or so ago. I cleaned it out, my iPhone Live Voicemail and the Ask For Name feature is filtering some spam calls well. Except last week my phone rang twice and then disconnected. No voicemail, no notification. That person called back a few days later and I answered before it disconnected to hear they had left me a voicemail. Today, similar thing. The phone never rang, the Leave Your Name feature never picked up, and they left a voicemail on my Carrier Voicemail. Fortunately, they called me back and it came through.

I called and chatted with customer service several times. They keep sending me to Apple who keeps saying it’s Xfinity and who have suggested that there’s a switch that needs flipped to tell the servers my phone is on Apple and with Xfinity now. I ported my old number when I switched. Apple even suggested at my next data transfer not to copy all the same settings to see if it helped, but it never does. I’ve even wiped back to factory in various iPhones over the years and tried to reset up and just carry over my contacts, but it’s the same thing. Always those texts to tell me there’s a voicemail and now this second inbox on my voicemail.

Anyone been able to get this fixed? Google gives me various results that it’s an issue and everyone says it needs repositioned, but every customer service rep I talk to in the store, on the phone, or on chat has no idea what that means and says they’ve never heard of this problem and that everyone regardless of carrier has that Carrier Voicemail inbox (they don’t - my partner used AT&T and has never had that inbox nor the text message notifications). Any Xfinity reps here able to just do what I need done so is top having this issue and can use my phone as expected?