Bought a Samsung J* prepaid in mid Nov, ****. Phone has worked fine until recently: for...

GetHuman-johncape's customer service issue with Verizon Wireless Prepay from January 2019

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The issue in GetHuman-johncape's own words
Bought a Samsung J* prepaid in mid Nov, ****. Phone has worked fine until recently: for the past several weeks I can phone out but cannot receive calls. In most cases the incoming call doesn't ring on the phone and the call goes to voicemail. However, sometimes the incoming call will go through properly. My roommate has an identical phone on the same service and has no problems, so I*we doubt that it's a matter of signal strength, etc. We've also tried making sure that call forwarding isn't in effect (ie, doing a "***"). Sometimes restarting the phone will fix the problem but it doesn't last, and when it fails it fails sporadically. There was a software update to the phone on Dec **, ****, so it's possible the problems began as a result of that -- there definitely no problems before that date, but we're not sure how soon after the update that the problems began.*We took the phone to the Verizon store where it was purchased and they weren't much help, and nothing they suggested helped (the phone had been restarted before we went to the store and the phone was working properly in the store).**Could it be the update? Could it be a matter of replacing the sim card? Any other ideas? Any help would be appreciated.
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Verizon Wireless Prepay

Customer service issue
Reported by GetHuman-johncape
Jan 15th, 2019 - a mon ago
I have an issue with Verizon Wireless Prepay too
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Jan 15th 7:17pm