Providing you with superior service is the number one priority here at Verizon Wireless. We are troubled to hear that you are having trouble with your phone when you need it most, but we will work to get this resolved for you. Updating software on the phone should be an easy task with enhancements that will help improve the experience with your device. I am concerned to hear that was not the case with your phone but we will work to get this resolved. Does the phone have any damage of any kind? That would include liquid/water damage. How are your outgoing calls working? Do they drop off immediately as well?