Can't access your voicemail? How to fix it (UK)

What the “voicemail not set up” message actually means

If you dial into your Vodafone voicemail and hear a message saying the service is not set up, it does not always mean something has gone wrong. On many Vodafone accounts, voicemail is not activated until the customer initiates it for the first time. The message is a prompt to complete first-time setup, not necessarily a sign of a network fault.

Ofcom advises customers to contact their provider directly when a core service such as voicemail is unavailable and self-service steps have not resolved the issue. For Vodafone customers, the first step is always to try 123 before escalating.

How to set up Vodafone voicemail for the first time

If you have never used voicemail on your current Vodafone SIM, follow these steps:

1. Make sure your phone has a signal and is connected to the Vodafone network.
2. Dial 123 from your Vodafone mobile. The call is free.
3. Follow the recorded prompts. You will be asked to record a greeting and choose a PIN.
4. Once setup is complete, hang up. Voicemail is now active and callers can leave messages immediately.

If 123 connects but the menu does not reach a setup option, try dialling *98 instead. This is an alternative Vodafone shortcode that takes you directly to the voicemail mailbox interface.

For full setup guidance, see Vodafone UK’s voicemail help page.

How to access voicemail you have already set up

Once voicemail is active, there are three ways to reach your messages:

From your Vodafone mobile: Dial 123. Enter your PIN when prompted. Use the menu to listen to, save, or delete messages.

Using a shortcode: Press and hold the 1 key on most Android and iOS devices. This is a speed-dial shortcut to voicemail on the majority of handsets on UK networks.

From any other phone (including a landline): Call your own Vodafone mobile number. When the voicemail greeting plays, press the * (star) key. You will be asked to enter your voicemail PIN, after which you can access your messages.

Common reasons voicemail stops working

If voicemail was working before and has suddenly stopped, the cause is usually one of the following:

No or weak signal. Voicemail relies on your phone being reachable on the Vodafone network. In areas with poor coverage, calls may not connect and messages may not be delivered. Check the signal indicator on your handset and, if possible, move to an area with stronger reception.

Phone not connected to the network. If your phone is in aeroplane mode, has a SIM issue, or shows “No service”, it cannot receive voicemail notifications. Restart your phone to force it to re-register on the network.

Voicemail PIN forgotten or locked. After several incorrect PIN attempts, the mailbox may lock. See the next section for how to reset it.

Account-level settings changed. In some cases, a recent plan change or account update can affect voicemail provisioning. This is rare but worth checking with Vodafone directly.

How to reset a forgotten Vodafone voicemail PIN

Forgetting your voicemail PIN is one of the most common reasons customers cannot access their messages. To reset it:

1. Dial 123 from your Vodafone mobile.
2. Navigate to the settings or security section of the menu (menu options vary slightly by account type).
3. Select the PIN reset option and follow the instructions. You will typically be asked to set a new four to six digit PIN.

If the 123 menu does not offer a PIN reset option, contact Vodafone customer service on 191 (free from a Vodafone mobile). An adviser can reset the PIN on your account directly.

Accessing Vodafone voicemail when abroad

If you are travelling outside the UK, calling 123 may not work depending on the country and roaming agreement. In that case, call your full UK Vodafone number in international format from your own handset (for example, +44 7xxx xxxxxx). When voicemail answers, press the star key and enter your PIN.

Check current roaming charges and supported destinations on the Vodafone UK roaming page before travelling. Standard roaming rates may apply for the call.

What to do if none of these steps work

If you have tried all of the above and voicemail is still inaccessible, the issue may lie with your account configuration rather than your handset. In that case:

• Call 191 from your Vodafone mobile (free) to speak to customer support.
• Use the My Vodafone app (available on iOS and Android) to check your account settings and raise a support request in-app.
• If the issue is not resolved after contacting Vodafone, Ofcom regulates UK mobile providers and can advise on your rights if a service remains unavailable.
• For broader consumer advice on dealing with a telecoms provider, Citizens Advice provides free guidance.

For more guidance on getting the most from your Vodafone service, visit our Mobile how-to hub.

Quick reference: Vodafone voicemail numbers and codes

All shortcodes are free to dial from a Vodafone UK SIM. Calling your own number from a landline or non-Vodafone mobile will be charged at your provider’s standard call rate.