AT&T 964 won't free phone line when incoming caller hangs up
Verizon is right, it's out of their hands. You may have a defective unit or it may be sharing the line with other equipment that is fooling the phone in thinking the call is still there. Or, you may have DSL on the line and it may not be filtered.
You'll have to start by eliminating other devices from the line, fax, computer, credit card machine etc. Now try the auto attendant voice mail. Add those devices back and check each time.
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