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I cannot setup voicemail

I press the voicemail button it dials out and says please enter your mailbox number,it rejects my phone number,I spent an hour with verizon chat trying everything ,she said well we may have to factory reset the phone,I explained it must be a provisioning issue but the rep refused to hear it,I asked to have a escalation ticket filed and she basically she would but no one would do anything unless I hard reset my phone ,I can't believe no one can fix it!

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