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Marshmallow Update
ChuckRD
Member

Update deleted ALL contacts and texts and unable to retrieve from cloud. Very poor! Extremely disappointed in Verizion! Looks like Sprint or AT& T

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Re: Marshmallow Update
vzw_customer_support
Customer Support

Dad_of_5, we know how important it is to have the latest software to ensure the phone is working the way the manufacture intends. We do not force users to update their phones. When Google and the manufactures release a new version we deliver the update through our network for them. The information you provided is confirming you have an older version http://vz.to/1Rs84W3
StevenG_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Marshmallow Update
Xyvis
Sr. Member

First off, Verizon does not make the software updates that go to the phones, the phone manufacturer does.

That said, your contacts should be synchronized to your Google account, even if you don't use Verizon Cloud (I don't), so simply signing in to your Google account, should bring back all of your contacts, you may need to force it to sync, you can do this in settings.

Re: Marshmallow Update
Snn5
Sr. Leader

You don't say what model phone you are using or which update you are referring to.  Why would you look at Sprint at all, and why AT&T?  And why not T-Mobile?

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Re: Marshmallow Update
ChuckRD
Member

The phone is LG G3 which I have had no complaints with. I am aware the update was supplied by LG! I have logged back into Google and to no avail. As far as the composition, T-Mobile service where I live is like 2 soup cans with a piece of yarn between them that has been cut in 3 or 4 places! Spring's service has improved greately and significant savings on cost. Hate to have to switch carriers since I've been with Verizon for many many years. Just never had such a disheartening experience and really bummed about it all. Lot of info lost that cannot be easily replaced!

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Re: Marshmallow Update
Snn5
Sr. Leader

Backing up to a cloud service, or a PC, or SD is an advisable practice from here on out.

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Re: Marshmallow Update
Xyvis
Sr. Member

If you're aware the update with from LG and not Verizon, why threaten to leave Verizon? This isn't Verizon's fault, and you may have had the same or similar experience on any other carrier, as we agree, LG released the software that caused this.

That aside, if the contacts are not on your Google account, it's possible you may have saved the contacts to your device only, which means they are not recoverable from your Google account.

Do you use Verizon Cloud? If so you can likely get them back from there, you simply need to navigate to the contacts section of the app and choose to restore them.

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Re: Marshmallow Update
Dad_of_5
Member

I had the same experience about a month ago.  My primary email is verizon.net and I manage my contacts from my phone.  So this was disappointing.  I thought that Verizon had to approve all 'upgrades' before they could be forced down to a Verizon phone. 

Today, I received a prompt to upgrade my phone OS yet again.  I am CURRENTLY at Android version 6.0, security patch 2016-01-01, kernel 3.4.0,build mra58k.  Software version vs98546a.

Does anyone know what the latest update will do for (or to) my phone?  The 'get more information' link on the installation screen is broken.

I'll put this off until tomorrow and hope that more information becomes available later today.

Thanks

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Re: Marshmallow Update
vzw_customer_support
Customer Support

ChuckRD, We know the importance of having your information at your fingertips. We're here to help. Tell us how you had the Cloud set up to back up, WiFi only or mobile data? What happens when you restore the Cloud; do you receive a error message?
TrinetteW_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Marshmallow Update
vzw_customer_support
Customer Support

ChuckRD,


Help has arrived! Please don’t put your running shoes on yet. I’m positive we can get your contacts back. What make & model phone do you have? Have you been able to turn the phone completely off and back on? When you look at the Verizon Cloud app, it does not show any contacts there? Have you been able to log into the online my Verizon account & check the cloud account? Are your contacts showing up online there?


AliciaS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Marshmallow Update
vzw_customer_support
Customer Support

I trust this information will provider you with the details you are looking for  with the Marshmallow software update on your LG G3, Dad_of_5

http://www.verizonwireless.com/support/lg-g3-update/

I will admit that updates can take some getting used to, but I believe you will find this update as a great plus.


TamaraH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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