Randomly no ring on Verizon pre-paid [both Apple and Android BYOD devices]

[testy1fornow]

Random issue with both Apple iPhone 11 and Samsung S10e, where they will not ring at the device and go directly to voice mail.  Happens more frequently with S10e.  Both are new BYOD running on Verizon pre-paid SIM

• Occurrence is not impacted by location
• Phone goes to voice mail when this occurs
• Redial on Apple often results in phone ringing correctly
• Power down of either phone resolves issue [temporarily]

How to resolve?

[Ann154]

My first guess is the port in process got stuck somewhere from your old carrier to Verizon Wireless. Are previous phones or SIM cards completely disconnected from the previous carrier? 

[testy1fornow]

The Android was switch from a Verizon post-paid to Verizon pre-paid, and the Apple was a new device on Verizon pre-paid.

[vzw_customer_support]

testy1fornow, 

Thank you for all of these helpful details regarding your issue. Our goal is to ensure that you have reliable service. Have you powered your device off and on to refresh the connection of that device on our network? 

Has anything different recently happened to your phone? For example, did you recently update the software on your phone or download a new application to it? 

-Lasina

[vzw_customer_support]

We know how important it is to get this matter resolved, can you please send us a Private Message, so we can discuss? *Lisa