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randomly goes directly to voicemail instead of ringing

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Android Question

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Hi,
I'd like to know why my calls go to voicemail without even as much as one ring - sometimes!
I've been trying different things and there doesn't seem to be a pattern - sometimes it works, sometimes not.

I've tried changing the sim card twice
calling my provider (virgin)
and am now trying to figure out how to 'update' my phone's OS - a suggestion from virgin but all I see is 'connected' to keys, press the home key to quit samsung kies - this is how you update?!

Confused
 
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