Visual Voicemail is a great feature and we want to make sure you have access to use all your features. Let's get a few details. Where did you purchase this phone? Did you check the device compatibility on our website? If not, please check the Device ID online. What happens when you touch the Phone icon and touch Voicemail on the bottom right-hand side?
My phone is an Xs Max that I just purchased from the Apple store at the Towne Square Mall. When I get a voicemail, I get a Message that begins with //VZWVVM:SYNC and then is full of gibberish letters, numbers, and symbols.
When I touch the phone icon and the Voicemail button, I see a nearly blank screen with a little rectangle in the center that reads "Call Voicemail". When I press that, it dials my regular voice mail and I get the prompt for me to enter my code. There is no option for Setup or anything else.