It took three chat sessions
Session 1 (day 1, 60 minutes):
– The forwarding settings were updated several times, few times using my Google number, few times using ATT voicemail number.
– None of this worked. I rebooted phone 4-5 times and stayed chatting for over 1 hour.
– In the end I suggested removing ATT visual voicemail (per online discussions). This was completed, however they informed me that this can take time to initiate so I stopped that chat session and decided to try next day.
Session 2 (day 2, 30 minutes):
– This person was not knowledgeable.
– I was asking them to set up forwarding numbers as they disappeared from my phone, but they said that is not needed.
– They were also asking me which number I call to retrieve Google Voicemail and were surprised when I said that I just listed to it through the web.
– After 30 minutes of them telling me that they are an expert and me concluding that they are not I thanked them and closed the chat session.
Session 3 (day 2, 60 minutes)
– This person appeared knowledgeable. One of the first changes on their end ended up in me actually getting through to GV but my phone did not ring.
– They were making changes and it was not working.
– Good decision was made on the part of the tech support. They said they will reset everything and start from scratch. They set up my ATT voicemail. That worked. Then they forwarded the busy/unavailable etc. situations to my GV number. That finally worked.
– I did not need to reboot my phone. It just took a while to initiate (I think).
Here are the things that probably made it work:
– they have to switch both HD voice and regular call forwarding to your Google Number
– they might have to turn off your ATT visual voicemail
– you probably have to wait 10-15 minutes for the settings to take effect
– you also have to run into a knowledgeable tech that can troubleshoot for you and make the correct settings