I told the insurance wireless my phone is no longer working because I believe that the new software update has downloaded malware. I don't think they understand what that means. They told me to factory reset my phone in case the update installation was incomplete. That has nothing to do with the update having malware in it.


Update: I reset the phone based on customer services advice because they confirmed that there was no malicious software in the update for the phone. I reset it and it worked well at first, but then the issue started happening again. I reached out to customer service, and they instructed me to turn off the pop up updates for a pre-installed news app.

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