Being able to hear your callers is very important so let's figure out what options there are to help. You mentioned that you received a replacement through insurance. Was this phone sent out by us at Verizon or was it sent to you by Asurion? You stated this was something new that just started, were there any changes you made to the device prior to the issue with the volume?
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I am having the same issue. I had to get a replacement phone after about 3 months. I received another one and it is now doing the same thing. I can barely here ringtone or message notifications. The volume isturned all the way up in settings.