Try dialing the full 10 digit phone number, then wait until your greeting starts. Interrupt the greeting by pressing the STAR key * and not the # key. You should be prompted for your password.
When I played with this yesterday, the * key worked and the # key asked me to enter the phone number again ... and I can never remember which key it is, so I tried both. The * key worked ... so that's what I posted. Whatever, I hope the OP gets this figured out ...
tikibar1 - thanks for the correct instructions!!
None of this has worked so far. The # key does nothing and the * key does nothing. My greeting plays uninterupted and then goes to being able to leave a message. It's like I'm not pressing anything at all.
Are you calling from a landline or another cell phone? If it's from another cell phone, then check the settings for DTMF tones. They may be too short for the system to pick up, so setting to "long tones"may get better results.
The settings for DTMF tones vary with the phone, try call settings, or settings within the dialer app. It may be listed as DTMF, keypad sounds, keypad tones, etc....
I'm having the same problem today. Forgot my phone and when I try to check my voicemail from my landline, it doesn't work. The first time it said "nothing has been recorded" instead of taking me to voicemail when I hit pound after my message started, but hasn't given me any response after trying again. I've tried star and pound. It was working recently so this is obviously a glitch somewhere, but very annoying!