Messagebank greeting message not playing

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I have recently upgraded to the iphone 12 and have set up visual voicemail. Whenever someone calls my phone and it goes to voicemail my recording greeting does not play - it just beeps. I can still receive the voicemail fine. For some reason even when I update my personal greeting either through phoning 101 or through the iphone the personal greeting does not play when someone goes through to voicemail. Have called telstra a few times and they have adjusted settings and asked my to try again later but this has never resolved the issue. Thanks.